Enabling continuous improvement is essential for driving profitable growth and competitive advantage. “In our market, word of mouth can make or break a company,” explained Baeyaert. “We need to deliver great software and great service to strengthen our reputation and maintain year-on-year growth.”

Even a small service issue can have a big impact on Corilus customers. Healthcare providers rely on its software to access their appointment schedules, medical history, deliver medicines, to capture patient notes and much more. With Salesforce, Corilus has transformed customer service with more centralised teams and digitalised workflows. “Our field technicians and service desk agents can now work more efficiently and deliver more consistent outcomes for our customers,” said Baeyaert.

As well as responding to queries about its software, Corilus’ technicians help with hardware repairs and installations at customer sites. With Field Service Lightning, the technicians can plan their visits more easily, which optimises the time they spend travelling. The app along with other AppExchange solutions has also reduced administration by simplifying stock checks for replacement parts, enabling digitalised customer sign-offs, and providing guided workflows.

“With Field Service Lightning, we can make better use of our resources, which means technicians can spend more time with customers,” said Baeyaert. “It is particularly useful when there’s an unplanned intervention as we can now see who is nearest to the customer site and ask them to respond.”

Corilus has also empowered its 50-strong service desk teams to work more collaboratively and effectively. “The faster we respond to a query, the faster front-line care providers can get back to treating patients,” said Baeyaert. “With Service Cloud, we’ve improved pickup rates and response times. Customer satisfaction levels have been going up, even though the volume of calls has increased.”

When different agents and teams collaborate on a case, they capture their conversations in Chatter. “Greater visibility increases quality,” said Baeyaert. The enterprise social networking tool is also used when teams join forces to work on new business opportunities.

As part of its digital roadmap, Corilus has migrated its sales operation to Sales Cloud. Every opportunity and every interaction with both customers and prospects are now logged centrally, which increases visibility and governance. “We want to digitalize the entire sales process – from the initial lead to the final contract,” explained Baeyaert. “With Sales Cloud, we can guide our teams through the sales cycle capturing actions and metrics along the way.”

These metrics are displayed on dashboards, which enable managers to track performance and identify employee coaching needs. “By making our sales operation more metrics-based, it becomes more fact-based. We now have much better control of individual leads and the overall pipeline,” said Baeyaert.

Corilus also has better control of customer quotes. With Salesforce CPQ, it can ensure that sales reps only offer the services and products in its catalogue. “Our quotes are now more detailed and precise. This means we can deliver on the initial promises made to customers,” explained Baeyaert.

As well as using Salesforce CPQ to establish rules and validations that guide reps through the quote process, the solution also suggests up-selling opportunities.

Empowering people to work faster and smarter is important to Corilus – whether it’s for employees or customers. With Field Service Lightning, it can train healthcare providers on its software more quickly and effectively.

The solution supports the delivery of on-site workshops and e-learning webinars, ensuring that all training sessions are tracked, signed off, and invoiced. “Field Service Lightning has automated our training operation, eliminating administration and improving quality,” explained Baeyaert.