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Improved operational efficiency and sales performance for an aligner therapy company
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A German market leader in modern and innovative aligner therapy offers esteemed dental partner practices numerous benefits to provide customers with excellent standards of consultation and care. The company’s mission to make people smile knows no geographical borders. In just a few years, the company has established over 250 partner practices in 10 European countries. Company size: 500-1000 employees.
Client
  • Service cloud
  • Sales cloud
  • Salesforce support
  • Integration with 3rd-party tools
Salesforce Solutions
  • A lack of online booking for appointments
  • Failure to correct an error made in an invoice
  • A lack of synchronization between the site and Salesforce
  • A lack of automatic provision of discounts to loyal customers
  • Conflict between referral codes generated by a third-party application and records in Salesforce
  • Lack of information on the status of production orders
  • A large number of records in Salesforce and as a result, long search, data obsolescence and irrelevant records
  • Data inconsistency in case of errors
Challenges Outline
  • Healthcare
  • Manufacturing
Industry
>3 years
Duration
  • 3 Salesforce Developers
  • 1 Salesforce Admin
Vimera Team
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Business Goals
  • Increase sales and productivity of sales agents
  • Improve appointment management efficiency
  • Enhance the invoicing process to minimize errors and enhance operational effectiveness
  • Create a discount and referral codes management system
  • Improve customer treatment flow with automations
  • Decrease the number of manual errors

Custom CPQ

Integration with Kometsales

Salesforce Lightning

CLM
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Challenges
Solutions
The lack of online booking for doctor's appointments was inconvenient, and there were no automatic appointment reminders. As a result, missed appointments have caused the clinic to lose money.

If an error occurred in the invoice, it could not be corrected. The employee had to create a new invoice and pay for the cancellation of the previous one, as it was processed through third-party software.

There was no synchronization between the information the customer left on the website and Salesforce, requiring manual input and resulting in information loss if not entered correctly.

When a patient returned to the clinic and requested a discount, the company manually created a note in Salesforce and analyzed the opportunity and discount size, which was a time-consuming process. The discount amount was subjectively determined.

The number of referral codes generated by the third-party application was close to the limit in Salesforce. These codes were stored in Salesforce as normal records and took up quite a lot of space. The project manager had to manually maintain and generate these referral codes every month.

The fulfillment partner didn’t have sufficient producing capacity to scale operations and support the growth of the client’s business. The lack of information about the status of the manufacturing orders had a negative impact on customer experience and prevented the сlient from measuring performance. The client wanted to move the production and distribution to the other facility to reduce costs and waiting time and to be able to track orders.

The large number of records in Salesforce resulted in longer retrieval times, outdated data, and irrelevant records.

Communication between Salesforce and external services was established without proper error handling, resulting in inconsistent data if an error occurred.
The Vimera developers implemented an online booking system on their website by using Apex code, with all data being duplicated in Salesforce. Customers no longer need to call in to make a reservation, as they can view all available slots in real time. When a reservation is made, it is recorded in Salesforce, and the client is automatically sent a reminder of their booking.

The Vimera team helped the company to automate their invoicing process by creating custom functionality. This allows for manual changes to be made to invoices, providing more control over the entire invoicing process.

The Vimera team has implemented automation through Email to Salesforce and Braze integration, which has improved the company's email management.

The Vimera team created an integration with Zendesk, which has led to automation and improved customer support. Treatment discounts are now automatically calculated based on the specified parameters entered in the required fields in Salesforce.

The Vimera’s engineers created an integration with Talon.One for better referral management. The referral discount is now provided automatically without duplicate values and project manager involvement.

The Vimera’s developers established an integration with a new production facility. The way of creation of fulfillment and manufacturing orders was changed, and their statuses, along with all relevant information, can be monitored in real-time.

The Vimera consultants are responsible for keeping data up to date to ensure cleanliness and correctness. They manage all support requests and users’ administrative needs and are in charge of customizing security settings, including roles and profiles setup.
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Results
1
By implementing automatic appointment reminders, missed appointments decreased by 70%.
4
Integration with Talon.One saved project managers around an hour per month and safe 40MB of memory.
The entire history of communication with clients is recorded in Salesforce, allowing the company to track the client's progress and forecast revenue. Salesforce data is always up-to-date, cutting the time required to find and retrieve necessary information from the system in half.
6
The savings resulting from a reduction in the number of canceled orders that required payment to the third-party software amounted to 500,000 euros per year.
7
5
Automating 3,000 tasks saved customer support agents 100 hours per month.
2
Increased by 45% due to automation and integration of the data from all sources.
8
Sales increased by 8% due to the implementation of automation and the company's tracking of expiration dates of existing contracts.
The waiting period for customers was reduced significantly - from 10 days to 3-4 days meaning in the best case the customer confirms on Monday and receives the products on Friday. The cost of fulfillment is reduced by appr. 50%. The client now controls 100% of the shipping data which opened new frontiers for controlling and customer communication.
9
3
The number of errors made by specialists in orders decreased by 23%.
10
Company managers reported an overall increase in staff motivation & a threefold decrease in complaints about the monotony of work.
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Testimonial
They generally are happy to work on all aspects of custom Salesforce development and DevOps topics. The Vimera team comprises qualified, committed engineers who complete each task on time.
Head of Software Engineering
Berlin, Germany
Discuss your task with our team
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