“Customer care is really our culture. It’s what we strive to do. We use Salesforce to deliver that, to really embed ourselves inside the lives of our customers, so we see things as they do.”
Guided by data collected from Stanley Healthcare’s products, which is sent to and stored in Salesforce, the customer care team proactively reaches out to customers about how the company’s products are working in the field. Using real-time feedback in Service Cloud, customer care reps can offer customers suggestions on how to do things better or solve developing issues before they become real problems, making patients safer and hospital personnel more efficient.
Sales and service departments now share the same seamlessly integrated data.
“I can see everything about my customer all in a single space, and so can my agents, so can my salespeople. I don’t need to have separate systems to integrate,” said Steve Mascola, IT Director for Commercial Systems for Stanley Security, which includes Stanley Healthcare. “I don’t have to train people on multiple systems. Everybody is trained just on Salesforce.”
Mascola is responsible for driving the business forward using technology as a differentiator. Taking advantage of work already done by developers within the Salesforce Success Community speeds up innovation, and automatic updates throughout the year keep the company’s tools up to date with less effort. “Salesforce gives me the flexibility so that I can always find a solution to any request from the business, and respond to any new opportunity,” said Mascola.