Carestream Health Quickly Achieves Business Visibility in the Cloud

Challenge

• Carestream Health, a global leader in medical and dental imaging, healthcare IT, molecular imaging, and non-destructive testing, needed a centralized system for more accurate forecasting and greater business visibility.
• The company had been using a combination of homegrown systems, Access, and Microsoft Excel. This resulted in incomplete and inconsistent data, and the inability to follow leads, opportunities, bookings, and deliveries throughout the product lifecycle.
• Managers wanted a solution they could quickly implement and easily integrate with existing and future systems.

Solution

• Carestream Health chose Salesforce CRM for its flexibility and rapid time to value. Managers opted for Salesforce CRM Unlimited Edition for multiple sandboxes, mobile access, and Premier Support, which helps them get the most out of their investment.
• The company initially deployed to 10 employees as a proof of concept; in just 4 months the solution was rolled out to 700 users in sales, marketing, product management, customer order services, credit and finance, support, and more.
• The centralized system brings together offices around the world. Support for 11 languages and 27 currencies facilitates management of all global orders.
• Salesforce CRM SFA stores data on almost 200,000 accounts and more than 30,000 opportunities; with assistance from salesforce.com technology partner CRM Advantage, Carestream Health built out lead routing and management functionality.
• Integration with SAP BusinessObjects provides advanced business analysis and real-time reporting.
• Carestream Health installed three applications from the Force.com AppExchange: BigMachines for configuration, pricing, and proposals; Xactly for Compensation and CrystalReports for advanced reports and interactive dashboards.
• Custom tabs and objects give fast access to data from BigMachines, Xactly, and CrystalReports, as well as information on contracts, customer assets, quotes, order management, and more.
• Salesforce CRM Marketing lets Carestream Health create campaigns from within Salesforce CRM; Web-to-lead functionality ensures opportunities don’t fall through the cracks.
• Cases and solutions let Carestream Health’s internal service teams quickly access the information they need to help customers.
• Carestream Health is piloting Salesforce CRM Partner Networks for improved opportunity management; it also plans to roll out Salesforce CRM Mobile to give reps anywhere access to data. The company is also considering adding Salesforce CRM Content to help employees quickly access the right documents and materials.

Results

• Selecting Salesforce CRM and cloud computing allowed Carestream Health to rapidly deploy a unified CRM solution around the globe and quickly achieve value.
• A centralized, enterprise CRM solution gives managers complete business views for more accurate forecasts and tracking from the ability to track opportunities through the lifecycle.
• Rather than relying only on annual or quarterly reports, Carestream Health can access real-time business metrics at any time and from any place.
• Managers can easily add new functionality and install tools from the Force.com AppExchange as their business needs evolve.