Service Cloud

How we Helped Biodex Upgrade Outdated Service Management Solutions through the Implementation of Salesforce Service Cloud

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
Working with SPAR since
Biodex

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  • The outdated Service Management Solution led to inefficient case management and inadequate tracking of important details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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