Challenge

• Robert Schwartz Plastic Surgery, a renowned Dallas-based plastic surgery practice, required a CRM solution to more effectively track and manage its patients
• Proprietary medical software failed to fit the company’s business model, and existing GoldMine and Outlook CRM systems proved either too complicated or unstable to foster user adoption 
• The company could not get a clear picture of its business or generate accurate reports

Solution

• Customizability and real-time reporting weighed heavily in Dr. Schwartz’s decision to use Salesforce CRM; salesforce.com’s leadership position in the market gave him peace of mind
• With the help of Salesforce.com Consulting and QuickStart Assist—a service designed to accelerate ROI and maximize benefits—the company was able to implement salesforce.com’s Salesforce CRM Enterprise Edition, import data, automate workflow and customize dashboards in just five days
• Customized tabs and fields align the system with the company’s unique business processes
• Via Interweave, Robert Schwartz Plastic Surgery integrates QuickBooks with Salesforce CRM, thereby eliminating duplication of sales and financial information
• Sales outreach is automated with Salesforce CRM: Prospects who request information via the company’s Web site receive an auto-response email providing basic information; the contact is simultaneously entered in Salesforce CRM as a lead so Robert Schwartz Plastic Surgery can immediately follow up
• Salesforce CRM's call center tracks leads, customer information, and scheduling; the use of cases in Salesforce CRM expedites issue resolution
• From AppExchange, the company downloaded VerticalResponse to create email and direct mail campaigns from within the Salesforce CRM app
• Custom objects—created using Force.com's builder—track credit card information and capture medical data for Salesforce CRM integration
• Robert Schwartz Plastic Surgery integrated Worksmart by Panterra Networks--a telephony app from AppExchange--to enable dial-out and call-logging capabilities

Results

• 100 percent visibility with real-time reports illuminates each step of the client process: from sale and scheduling to surgery and follow-up
• Transparency ensures nothing falls through the cracks, keeping the business functioning successfully
• Dashboards track close ratios and conversion rates, creating benchmarks that drive success
• Insight into the customer resolution process has improved overall customer satisfaction
• Customized mandatory fields produce consistent data entry, reducing client issues