Sunquest Information Systems slashes case backlog, reduces escalations with the Service Cloud

Challenge

• Sunquest Information Systems, Inc., which offers diagnostic IT solutions to the healthcare industry, needed a customer relationship management (CRM) system for both sales and support that was flexible, customizable, and reliable
• Wanted an easy-to-use, self-service portal where customers could find information about Sunquest’s products and services in addition to being able to answer case-related questions
• Existing CRM solution separated sales and support, requiring customers to repeatedly provide the same information; the segmented system also contributed to a backlog of cases and unnecessary escalation of customer issues
• The absence of a single point of contact was affecting customer satisfaction and driving up support costs

Solution

• Expanded a successful Sales Cloud implementation and replaced Siebel with the Service Cloud for customer service and support
• Created an end-to-end business solution by integrating Salesforce applications with BigMachines (product configuration), OpenAir (expense tracking), and Softrax (revenue management)
• Built the Empower Portal using the Service Cloud’s self-service portal technology; the portal lets customers log and retrieve case-related information, run detailed reports on case status, and log product changes
• Using the ideas feature of the Service Cloud portal, customers can post requests for product enhancements and vote on suggested enhancements
• Added new functionality to the Empower Portal that lets customers communicate directly with support representatives as well as with finance and sales
• Embraced reporting functionality that makes it easy for users to drill down on real-time sales and service metrics
• Gained the ability to conduct real-time follow-ups with customers (by automatically sending out Voice of the Customer surveys after each case is completed) and to quickly respond to any feedback requiring attention
• Added Salesforce Chatter to improve internal collaboration

Results

• 18% reduction of incoming case volume by successfully serving customers through channels like the Empower Portal, phone, and email
• Realized 90% customer adoption of the self-service Empower Portal
• Increased self-service portal users by 25%
• Improved customer satisfaction by achieving a 360-degree view of the client
• Reduced the case backlog by 28% and increased weekly turnover of cases by 5%
• Reduced case escalations by 23% and increased responsiveness to escalations by 96%
• Chatter was quickly adopted by the sales force and teams that manage clients
• Stevie Award Finalist for Best Use of Technology in Customer Service