Zooming in on Customer Centricity: Engineering Delightful Experiences in BioTech with Coforge
Overview.
The client, a leading player in the US biomaterials industry, was facing scalability challenges with their outdated CRM platform. Their legacy system was cluttered with unnecessary data, hampering visibility into key performance metrics. Additionally, they were underutilizing Salesforce’s full potential, limiting operational efficiency and growth. The client needed a more robust, scalable CRM solution to streamline processes and gain better insights into business performance.
Our US biomaterial industry client struggled with limitations in their existing CRM platform. The legacy system lacked scalability to keep pace with business growth, and the client wasn’t fully utilizing Salesforce’s capabilities. The platform suffered from excessive, unnecessary data, hindering visibility into important performance metrics.
Solution.
Coforge designed a tailored, consolidated CRM solution built on the Salesforce platform. We implemented data cleansing procedures to effectively manage and eliminate redundant data, optimizing system performance. Leveraging Salesforce’s inherent functionality, we automated workflows using tools like Approval Processes, Flows, Web-to Lead, and Email Alerts. Additionally, managed packages were strategically deployed to streamline the sales workflow within Salesforce. Customized Salesforce Dashboards empowered the client with data analytics capabilities, providing valuable insights into critical performance metrics.
The Impact.
Improved Customer Satisfaction: Streamlined processes and self-service options contributed to enhanced customer satisfaction.
Optimized Customer Experience: Data-driven insights from Salesforce dashboards empowered the client to optimize the customer experience.
Enhanced System Efficiency: Automated workflows and processes streamlined operations, improving overall system efficiency.
Increased Operational Efficiency & Productivity: Data cleansing, automation, and improved visibility resulted in significant gains in operational efficiency and team productivity
