Oasis Medical Solutions Increases Agent Productivity 10-Fold; Saves $190,000 in First Year

Challenge

• UK-based Oasis Medical Solutions (OMS) is a highly professional services and solution provider committed to healthcare.  The firm works with clinicians and managers to deliver real improvements in service through service re-design and organizational transformation
• OMS was challenged to reduce the manual time and effort associated with case management ―it was previously relying on an outmoded, inflexible support management system
• The company was challenged to increase sales management effectiveness, having previously relied on spreadsheets, email, and other disparate processes to manage sales pipeline contacts and opportunities

Solution

• OMS chose salesforce.com based on the low total cost of ownership available from using the cloud computing model, the global demand for the company’s solutions, and the very positive reaction to salesforce.com from independent analysts and the media
• By choosing salesforce.com, OMS benefits from rich CRM functionality, rapid application roll-out, and ease-of-use―without the heartache and investment of implementing a dedicated technology infrastructure
• OMS deployed the Service Cloud to enable customers to log, manage, and review cases through a self-service portal environment
• Case assignment functionality in the Service Cloud ensures the right cases are routed to the right people within pre-determined service level agreements (SLAs) 
• Using the Sales Cloud Web-to-case functionality, sales leads derived from the Website are automatically channeled through to the appropriate Key Account Managers for prompt follow-up
• Salesforce for Google AdWords is used to manage and measure search engine marketing campaigns directly from within Salesforce 
• The Force.com Platform is being used to rapid connect new functionality; for example, extending case management functionality to encompass change requests
• Using stopwatch functionality from the AppExchange, OMS found the solution delivered 80% of the required functions out-of-the-box.  Specific case timers now monitor the time OMS devotes to cases versus the time the case is with the customer

Results

• By introducing salesforce.com as part of a coordinated sales and customer support strategy, OMS saved $190,000 in the first year of operation
• The Service Cloud ensures customers have around-the-clock, transparent access to their cases
• Involving customers more closely in case management has resulted in more rewarding and responsive customer service
• Agent productivity has been “transformed”―increasing ten-fold―using the Service Cloud.  Instead of simply pasting data between applications they can now concentrate on monitoring support enquiries
• Salesforce for Google AdWords enables OMS to monitor and measure integrated marketing campaigns―and improve their ongoing effectiveness
• The stopwatch solution from the AppExchange was deployed and live in only one day
• Developing salesforce.com removed up to 80% of work required in application security, setting up, and page layouts, etc.  The wizard-like approach means a prototype can be quickly mocked up within minutes and taken into production within hours
•  In due course, all financial systems, HR, project management, and resource management will be moved onto the Force.com platform―meaning that in a few months, the whole business will rely on salesforce.com
• In a challenging economic climate, salesforce.com has helped OMS to improve its competitive edge