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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

Salesforce Solutions

Challenges Outline

Industry

>3 years

Duration

Vimera Team

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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The large number of records in Salesforce resulted in longer retrieval times, outdated data, and irrelevant records.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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By implementing automatic appointment reminders, missed appointments decreased by 70%.

Automating 3,000 tasks saved customer support agents 100 hours per month.

Salesforce records the entire client communication history, enabling companies to track progress and forecast revenue. With always up-to-date data, Salesforce cuts the time needed to find and retrieve information in half.

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.

Sales increased by 12% 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.

The number of errors made by specialists in orders decreased by 25%.

Company managers reported an overall increase in staff motivation & a threefold decrease in complaints about the monotony of work.

Integration with Talon.One saved project managers around an hour per month and safe 40MB of memory.

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Head of Software Engineering
Berlin, Germany