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Ascensia empowers more diabetes patients to get smart about managing their health with Salesforce
And thanks to Salesforce, it’s giving patients round-the-clock access to self-service capabilities to help them manage diabetes. “By empowering patients to help themselves, we can make their lives so much easier,” said Anton Ishmael, Business Application Manager at Ascensia.
Ascensia develops life-changing products to help diabetes patients improve their health.
“With the Salesforce community, we have the foundations and support we need to help our patients and achieve our goals.”
Self-service empowers patients while freeing up service staff.
If a patient wants to speak to a member of the service team directly, call center staff can view their full history via Service Cloud to ensure a rapid, accurate, and personalized response. “Our company ethos is to do things in as few clicks as possible, but to give those clicks more impact. We’re using Salesforce to make the customer experience as smooth as possible – when they call in our rep has all the information they need in front of them instantly,” explained Ishmael.
With Salesforce it’s able to log cases and customer information more quickly. Agents can also spend more time on the phone with customers – nine minutes on average – which results in service levels of 99%-100%. However, now that patients can use Communities to help themselves, it’s seeing more patients move away from the phone and using more online tools.
The sales team can work smarter with more digitalized processes
“Salesforce helps us work smarter. With better visibility we can see if we’re due to visit a customer who we haven’t spoken to a while, and have all the information to hand so we can have a great conversation with that individual,” Ishmael added.
Integrated systems make processes smoother for customers.
As Sales Cloud integrates seamlessly with the company’s ERP system, sales reps can submit orders while sitting in front of a customer. “We’re making it as easy as possible for reps wherever we can. To create an order, they simply select the product, add a quantity, and submit it. It also makes it easy to manage any reimbursements due,” said Ishmael. Once orders have been placed, the sales reps can provide their customers with real-time updates on shipments.
Information captured in Salesforce doesn’t just help the team on the ground to do their jobs, it also helps the senior management team to keep track of performance, targets and KPIs. “With costs and expenses logged in Salesforce, we can see an accurate ROI on every order to make sure we’re making smart investments,” said Ishmael.
Better communications lead to better customer relationships.
It has a 70% open rate from all its patient engagement emails and a click through rate of 5.89%. (The market average is 21% and 2.25% respectively.) Marketing now wants to expand this to other product lines and create a plan to implement more personalized engagement for patients with a long-term goal to expand to its Health Care Professionals.