Streamline Customer Management for an Idaho based Behavioral Health EHR Solution provider

The Challenge

Client faced challenges in efficiently managing customer data and subscriptions. With a growing customer base, it had become increasingly complex to track subscription renewals, service requests, and customer interactions across multiple platforms. Manual processes led to inefficiencies, data discrepancies, and missed opportunities for proactive customer engagement. Recognizing these challenges, the client engaged Nalashaa and sought a solution to centralize customer management and streamline subscription handling.

Towards this, Nalashaa proposed a comparison of multiple CRM systems to solve the problem faced by the client. After a detailed analysis, the client decided to go with Salesforce. Salesforce is a powerful CRM platform known for its flexibility and scalability in managing customer relationships and sales processes.

An outline of challenges

A go-live timeline of 4 months

Module by module integration of EHR system with Salesforce

Our Solution

Nalashaa embarked on a journey to integrate client's EHR platform with Salesforce, leveraging the robust capabilities of both systems. The integration aimed to synchronize customer data seamlessly between EHR and Salesforce, enabling a unified view of customer information and interactions. Additionally, the integration facilitated the management of EHR platform subscriptions directly within Salesforce, empowering the sales and customer success teams to efficiently track subscription statuses, renewals, and upgrades.

Key Features and Benefits

Unified Customer View

Unified Customer View

The integration enabled a consolidated view of customer data within Salesforce, providing a comprehensive understanding of each customer's history, preferences, and engagement across all touchpoints.

Automated Subscription Management

Automated Subscription Management

Salesforce became the central hub for managing EHR subscriptions, allowing sales representatives to easily monitor subscription lifecycles, send renewal reminders, and initiate upgrades or downgrades as needed.

Scalability and Flexibility

Scalability and Flexibility

The scalable architecture of Salesforce ensured that the integrated solution could accommodate Client's growing customer base and evolving business needs, providing a future-proof platform for continued expansion.

Enhanced Customer Insights

Enhanced Customer Insights

With synchronized data, sales and support teams gained valuable insights into customer behavior and preferences, enabling personalized interactions and targeted upselling opportunities.

Improved Operational Efficiency

Improved Operational Efficiency

By eliminating manual data entry and reconciliation processes, the integration saved time and resources, allowing teams to focus on high-value activities such as customer engagement and revenue generation.

Outcomes and Results

The integration of EHR platform with Salesforce yielded significant outcomes and measurable results

Improved Customer Experience

With a unified view of customer data, Client could deliver more personalized and proactive support to their clients, enhancing overall satisfaction by 17% and loyalty reflected by a 9% increase in customer retention rate.

Increased Revenue Opportunities

Automated subscription management in Salesforce enabled the sales team to identify upselling and cross-selling opportunities, leading to a boost in revenue streams by 7%.

Operational Efficiency Gains

Streamlined processes and reduced manual tasks resulted in 12% in operational cost savings and operational efficiencies, allowing client to reallocate resources to strategic initiatives.

Scalable Growth

The integrated solution provided a scalable foundation for client's growth trajectory, empowering the company to expand its customer base by 4% without compromising on service quality or efficiency.

Tech Stack

Let's Move to Value Based Care

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