Biodex's Salesforce Service Cloud Implementation Success Story

company overview

An established medical technology company specializing in rehabilitation and physical medicine
The company focuses on providing innovative solutions to help patients regain strength, mobility, and function
It offers a wide range of products, including therapy systems, balance devices, and imaging tables

Location

Shirley, NY

Industry

Medical Equipment Manufacturing

Employees

201-500

SPAR by Numbers

1000

+

Completed Projects

15

Yrs

In the Industry

140

+

Metric 3

$100

m

Metric 3

1000

+

Completed Projects

20

+

Years in Business

6

+

Year Average Client Partnership

100

+

Technologies Supported

challenges

A complex, manual service delivery process with extensive information gathering, multiple manual steps for repairs, and slow responsiveness
The outdated Service Management Solution led to inefficient case management and inadequate tracking of important details
Integration complexities and manual efforts were necessary to connect the system with the ERP for order creation, payment collection, and field service support

solutions

Service Cloud was implemented to effectively handle multiple types of support requests, including complaints, parts/replacement orders, and field service
Salesforce was integrated with Visual ERP using DBSync, enabling seamless two-way data integration
Implemented real-time integration to support credit card payment processing
Assets and Contracts standard functionality is Salesforce was transferred and utilized for efficient management

‍

Solution Offered: Certified Salesforce Sales Cloud

‍Must Explore Services:

Salesforce Advisory Services

Salesforce System Integration

Salesforce Managed Services

Salesforce CPQ Consulting

Salesforce Certified Field Service

results

Successfully streamlined the support process while also laying the groundwork for the Field Service implementation
Achieved seamless data integration with ERP, enabling efficient order and invoice creation
Improved visibility of order and repair status, providing accurate and up-to-date information
Invoices are generated immediately upon delivery of services reducing AR delays

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