Prescription for Success: eRx Leverages the Salesforce Platform for CRM, Service and Support, and More

“Salesforce has increased the effectiveness of our customer support group immensely. It has been absolutely phenomenal for eRx.”


Challenge
  • eRx Network—a premier provider of e-commerce applications to the U.S. pharmacy industry—needed a system that could handle CRM and service and support functions
  • Integration and installation issues made a Microsoft CRM deployment so unsuccessful that the company received a full refund from Microsoft
  • Easy, mobile access to data outside of the corporate network was necessary
  • Users who couldn’t use the Microsoft CRM system maintained handwritten lists for prospects and new leads
  • eRx wanted to replace proprietary service and support systems that were expensive to maintain

Solution
  • Citing key differentiators such as customizability by non-technical users, an on-demand model, and ease-of-use, eRx selected Salesforce Enterprise Edition and swapped out Microsoft CRM
  • Microsoft Outlook integration merges existing contact data into Salesforce
  • Salesforce Call Center with Cisco computer telephony integration increases productivity by automatically providing eRx agents with screen pops of a caller’s record
  • Using the self-service Salesforce Customer Portal, value-added resellers easily enroll pharmacies in the eRx Network 
  • Salesforce Platform Edition licenses extend the capabilities of Salesforce beyond CRM; eRx uses the Force.com platform to power the Bug Enhancement Tracking application used by developers
  • eRx added additional functionality by downloading and installing apps such as DreamFactory’s Snapshot and AppExtremes’ Conga Mail Merge from the AppExchange marketplace
  • With Force.com Builder, eRx is also building a custom application for IT to log cases internally

Results
  • Salesforce Call Center and Salesforce Customer Portal have dramatically increased the effectiveness of the eRx customer support group
  • Strong user adoption means data is now stored in Salesforce instead of in notebooks—boosting sales
  • The combination of CRM and service and support on one system—along with the on-demand model—reduces the drain on IT time and resources
  • The company plans to integrate Salesforce with its Microsoft Great Plains accounting system
  • Visualforce will enable eRx to further customize the look and feel of Salesforce to its business
 
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