Milliman Care Guidelines Drives 70 Percent Increase in Productivity with Salesforce CRM

Challenge

• Milliman Care Guidelines group, a provider of evidence-based clinical guidelines and a wholly owned subsidiary of Milliman, needed to consolidate customer information companywide and streamline processes
• Disparate ACT! and Microsoft Access databases resulted in data duplication and erroneous information; lack of visibility made it impossible for management to track or fix these issues
• With no way to monitor expired guideline licenses, the company was losing revenue
• Milliman required a powerful, on-demand CRM solution to unite sales, marketing, and support, while scaling to the company’s rapid growth

Solution

• A Gartner Group report that endorses Salesforce CRM for its best-in-class functionality and CRM depth and breadth convinced Milliman to adopt Salesforce CRM as its solution of choice
• With the help of implementation partner Acetta, the company deployed Salesforce CRM, with migration of ACT! data and IBM Lotus Notes integration, in 45 days
• Dashboards enable license expiration monitoring, open cases management, and invoice and training events tracking—all with real-time reporting
• Milliman executes bimonthly HTML email campaigns from within Salesforce CRM
• Custom applications such as Invoices, User Group Forums, and Release Management automate what were once manual operations
• Technical support issues are resolved and tracked via website submissions and direct email communication
• From the AppExchange directory, the company installed and deployed Pollzter, a customer survey application

Results

• 100 percent visibility of consolidated account information drives a 70 percent boost in productivity, validated by accelerated invoicing
• Dashboards alert account reps of license expirations, preventing loss of business
• Automated functionality eliminates the need to hire two client services full-time equivalents
• Auto-response email capabilities and Web-to- Lead feature enhance marketing and sales efforts