AMICAS Adds Salesforce Service & Support and the AppExchange for Complete CRM Solution; Reduces Average Time to Close Cases by 60%

“With Salesforce Builder, we easily created extensions that helped us tailor Salesforce Service & Support to our exact needs. Plus, the AppExchange fills operational holes with solutions that resonate across our entire organization—addressing everything from product management and pricing to recruiting and surveys.”


Challenge
  • AMICAS, a leader in radiology and medical image and information management solutions, had outgrown its homegrown call management system
  • Beyond the benefits of automated sales and support functions, the company wanted a common CRM platform that could address operational needs and unify processes companywide
  • As a company that includes its own set of client-centered professional and consulting services in its line of offerings, AMICAS sets high standards for service and support and sought a solution that met those standards
  • The small but growing company also wanted a cost-effective, easily scalable solution that required minimal IT resources for customization and maintenance

Solution
  • Already successfully using Salesforce SFA since 2000, AMICAS selected Salesforce Service & Support for its customer-facing technical-support call center, which would tie together sales and support processes
  • The company installed the following apps from the Salesforce AppExchange marketplace to address myriad issues companywide:

- ClickTools allows AMICAS create custom surveys out of which they have realigned their case management processes for improved customer service

- Project Management tracks system IT implementation projects with clear dashboards that keep 40 different projects organized

- BigMachines enables users to build quotes in Salesforce, which are then automatically populated for dashboard viewing

- Recruiting Manager automates the recruiting process so recruiters can spend 100% of their time finding good people

- Vacation Requests centralizes the request and approval process for paid time off

  • Users involved in the design phase of the project swiftly and enthusiastically adopted the new system after a three-month implementation and cutover period
  • AMICAS used Salesforce Builder to customize the system to capture detailed information about customer configurations and connectivity, helping the support organization to service products remotely
  • Account managers use a custom object to capture detailed profiles of how customers use AMICAS products; the information is used to determine product strategy, market segmentation, and other strategic needs
  • Additional customizations include custom objects for tracking premier accounts, detailed product information, and a custom tab for accessing the bug tracking system from within Salesforce

Results
  • Real-time reporting dashboards help executives monitor the business, providing instant access to key operational metrics
  • With Salesforce Service & Support, the average number of days to close high-priority cases decreased 80 percent; time to close regular cases decreased 60 percent
  • Salesforce AppExchange solutions drive streamlined processes that yield far reaching benefits companywide
  • After a subsequent merger with another company in 2005, AMICAS’ success with Salesforce led to adoption by the combined organization
 
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