EnablePath Helps Medical Software Company Migrate from Underperforming CRM Platform

Ingenious Med develops useful, useable solutions to increase the quality of care, protect and bolster revenue, and most importantly of all, put physicians’ time where it is needed most: with their patients.

One by Ingenious Med is the leading patient encounter platform, a cloud based, Web and mobile point-of-care application that automates the workflow of care teams in the areas of care coordination, charge capture, and advanced analytics.

 

Challenge

Ingenious Med needed to leverage additional sales and support processes that could not be accommodated by their original CRM. They had limited time to change CRM platforms before their contract expired, and they were facing a significant data migration challenge associated with the move.

 

Solution

EnablePath worked with Ingenious Med to define and build multiple new processes with Salesforce. Sales Cloud was implemented first, followed by Service Cloud including new support processes, as well as an email to case solution. Data mapping and migration was organized and completed.

 

Results

Ingenious Med reported early double digit improvement in productivity for their sales and support organizations. EnablePath conducted training on the new tool and all new processes for 40 users who reported dramatic improvement in satisfaction with the functionality and ease of use of the new application. The project was completed within 6 weeks and met the client’s timing and budget expectations.

 

August 23, 2016Client Stories

EnablePath Builds Custom AppExchange Application for The Social Foundry

The Social Foundry offers a Data Integration product called SOAPBox, a software designed to expose database operations via web services. The SOAPbox significantly reduces the cost and time of typical integration projects by removing the complexity associated with creating internet-facing Application Program Interfaces (APIs). The SOAPbox is a perfect building block for both on-premise and cloud infrastructure as it creates APIs quickly and in less time than traditional hand-coding methods or large scale SOA initiatives.

 

Challenge

Social Foundry was a startup company with a single product called ‘Unity’, a revolutionary solution enabling their clients to make their data sources accessible as web services.  This uniquely niched concept made data accessible in the cloud without the need for migration or integration, regardless of the database, location or size.

The company was a perfect fit for cloud-based Salesforce, but the SOAP-based services were sometimes difficult to work with on the Salesforce platform unless one had extensive experience and training.

The SOAP services exposed through ‘Unity’ couldn’t be digested by the out-of-the-box Apex Class Generator. In order to use these services, raw HTTP Callouts had to be created to access ‘Unity’ features.  EnablePath was challenged with creating an interface that would enable Salesforce administrators and entry level developers to retrieve real-time data from an external data source right inside of their Salesforce instance.

 

Solution

EnablePath built an AppExchange Application as well as an Apex-based class library, that ‘Unity’ subscribers could install into their Salesforce instance, configure, and gain direct, real-time access to external data for usage in Page Components, VisualForce pages, and even for reporting.

EnablePath completed this AppExchange package and assisted Social Foundry in the AppExchange review process for their product. EnablePath also assisted Social Foundry in locating their first Salesforce customer for beta-testing, a specialty building materials distributor that used an on-premise COGNOS database, and served as the front line for installation and configuration support for the AppExchange Product.

 

Result

The ‘Unity’ AppExchange application was re-branded to ‘SOAPBox’, and is available today on the AppExchange (SOAPBox). The beta customer was extremely pleased with the product and has since become a subscriber to the AppExchange package.

 

August 23, 2016Client Stories

Custom Development Helps Raycom Sports Optimize Salesforce Sales Cloud

Charlotte-based Raycom Sports is a leading independent sports sales & marketing, syndication, event management and production firm. Raycom holds the ACC digital rights and syndicated television rights for ACC men’s basketball and football telecasts through 2027. In partnership with the ACC and ESPN, Raycom operates the ACC Network, which distributes ACC content through live television broadcasting, original programming via digital technologies, historical archives, mobile applications, social media, ACC Championship events and the official ACC website. Raycom Sports’ parent company Raycom Media, located in Montgomery, AL, owns and operates 53 television stations covering over 12% of the United States, across 18 states.

Challenge

Raycom Sports was utilizing Salesforce for pipeline, activity and client management, but not for their accounting, traffic and research departments. Those departments had were performing manual processes to manage their offerings, associated games, inventory availability and demographic requests.

A single source solution was needed to enable the departments to utilize the Salesforce platform for their specific needs and to assure that all departments were aligned from the point of prospect, to the point of sale, contract, demographics, fulfillment of contract and accurate billing of the client.

 

Solution

EnablePath developed a solution to provide sales users the ability to pick products and allocate to the appropriate markets, as well as allocate of tickets/hospitality to current or potential clients.

This solution replaced their use of excel sheet sales for order documentation, and provided an approval based on demographic and sales, VP and accounting.

 

Results

EP provided the appropriate market spots, billboards and features for the sales team to provide for the customer quotation need.  This was provided in a development initiative that we called the Opportunity Wizard.

The wizard had the necessary capability, and extended the ability in phase II to include the inventory for broadcast purposes and inventory for ticket management for current clients to include hospitality needs.

The research/development teams also now have the ability to add demographic needs for the customers request on the opportunity.

August 23, 2016Client Stories

EnablePath Implements Service Cloud to Help ThinkDirect Marketing Group (TDMG) with Client Services

Think Direct Marketing Group (TDMG) provides a wide range of services to facilitate business development and lead generation to various industries. TDMG’s 900 seat, state-of-the-art call center provides highly trained and experienced sales associates for both inbound and outbound telemarketing and customer service programs. TDMG’s unique model enables them to capture key data, including demographic detail and transactional information, allowing their partners to concentrate on the customer relationship.

Challenge

Think Direct Marketing needed a centralized Service Cloud solution that could quickly enhance their service department and drive user adoption.

They also needed:

  • Native Application Set Up
  • Deployment of a pilot program to support initial users
  • Support Subscription Management
  • Payment Processing through ChikPea
  • Invoice Generation Capabilities
  • Support Membership
  • Integratation with a Point-of-Sale System
  • Key Financial Reporting

Solution

EnablePath implemented Salesforce Service Cloud to support TDMG’s new partner membership products, provided by Augeo, including both Beyond Savings and Simple Shopping.

  • At the POS, an order creation occurs and the sale is fed into Salesforce through ChikPea, making it available for support in Service Console. There is a risk-free trial period of 30 days, with an indicator of the customer’s ability to pay based upon a sale. If not otherwise canceled within a designated time, and depending on whether fulfillment is to be done via email or USPS, the order becomes authorized to bill.
  • The QA department completes its review within 2 business days of the POS, either placing the order on hold or allowing it to proceed as a valid sale. The membership programs have different trial periods based on the fulfillment method.
  • Salesforce’s flow was used to support the ‘Customer Save Process’ for those that call in to cancel.

Result

Successful change management was enabled, optimizing how TDMG handles membership and related customer service. This flexible solution was designed for future expansion and growth. TDMG now has quick stand-up functionality for their customer service department for all new business.

August 23, 2016Client Stories

Are you going to Dreamforce 2016?

Stop by and see us at Booth 128 in the Cloud Expo.

If you are planning to attend Dreamforce this year, you’re likely already charting your course to make the most out of your trip. Over the next few months, EnablePath will be promoting various resources to help guide you through one of the largest technology conferences in the world, drawing over 170,000 registered attendees in 2015. Salesforce’s annual user conference, held in downtown San Francisco, will bring thought leaders, industry pioneers and thousands of IT professionals together.

Here’s how you can make the most of it: Making the Most of Dreamforce: 5 Ways the Success Community Can Help

Credit: Salesforce Blog – Jul 29, 2016 By

August 17, 2016Blog

Learn more about the Salesforce ’16 Release and Recent News from the Ecosystem

EnablePath recently held a webinar Recent Salesforce Enhancements and How to Benefit from Them, a use-case based overview of recent Salesforce enhancements, acquisitions and updates including release highlights and a demonstration of Salesforce Summer 16′ and updates on Salesforce Lightning.

Here are some additional Summer ’16 release resources:

Salesforce Summer ’16 and Recent News / Watch Now

Webinar hosted by EnablePath.

August 17, 2016Blog, Webinars

EnablePath Helps Visit Florida Shine!

VISIT FLORIDA, the state’s official tourism marketing corporation, serves as Florida’s official source for travel planning to visitors across the globe. VISIT FLORIDA is not a government agency, but rather a not-for-profit corporation created as a public/private partnership by the Florida Legislature in 1996.

For every $1 spent on tourism marketing, VISIT FLORIDA generates more than $258 in tourism spending and $15 in new sales tax collections, paid by visitors, not residents.

Challenge

VISIT FLORIDA was using multiple systems to track leads, accounts, contacts and opportunities, resulting in duplication and overlapping data. Because of multiple systems, company wide reporting and visibility was difficult. There were also multiple processes such as renewal billing, email solicitation, tracking web leads and assigning leads correctly that were done manually. They also needed to integrate with an accounting system.

Solution

EnablePath designed a custom system using VisualForce to enter all data into Salesforce. We created a custom events solution leveraging Cvent event management to integrate Accounting Seed billing requirements not native to Cvent. We then developed custom integrations with Sapient Nitro / Adobe CQ and Jackrabbit Accommodation services, implemented Salesforce Sales Cloud for all users, and added VisualForce for quote generation, product selection and enrollment viewing.

Value

VISIT FLORIDA now has a central source for all leads, accounts, contacts, opportunities and partner advertisements and listings on VISITFLORIDA.com, and company wide visibility into all activity using reports and dashboards. Multiple manual processes have been automated, increasing efficiency and customer satisfaction, and there is a seamless transition of data from sales into the accounting system.

EnablePath helped define a multi-phased approach to satisfy their long term goals. We completed the project on-time and within budget, and provided a roadmap for future growth and development.

August 16, 2016Client Stories

EnablePath Migrates Greenway Health to Sales Cloud and Service Cloud

Greenway’s innovative software and service solutions have been shown to coordinate and improve the operations of healthcare enterprises such as integrated health systems, hospitals and community health centers (including federally qualified health centers and rural health clinics); physician practices and ambulatory clinics across primary care and more than 30 specialties and subspecialties; independent practice associations; worksite-based and retail health sites such as Take Care and its Walgreens parent organization respectively; and other alternate care sites.

Challenge

Greenway was using antiquated server side applications that were not integrated and could not share across departments. Sales, Support and Client Services were using spreadsheets to communicate and share data. Data was not accessible via mobile or tablet devices and made it difficult to access business information in the field.

Solution

Customer Support: Implemented Service Cloud© including Salesforce Knowledge and Knowledge Centered Service (KCS) methodologies, email to case and a Self Service Portal.

Sales: Implemented Sales Cloud©, developed custom configurator to handle over 2,000 products and bundles, customized forecasts, enabled mobile access for sales in the field, facilitated incentives, quotas and quota attainment tracking.

Client Services: Implemented FinancialForce PSA with custom development of Apex Triggers and VisualForce pages.

Value

Greenway Health now has a single integrated platform, flexible enough to meet the requirements of each department, while providing needed data and insights, at the right time, place and manner — enabling “coordinated, efficient and effective care that improves health in a value-driven environment.”

August 16, 2016Client Stories

Expanding a Distribution Network into Direct Merchandising requires new capabilities and visibility.

Challenge

This existing Salesforce and EnablePath client decided to expand its distribution network to direct merchandising. To do so, they needed to add 700 Force.com licenses to support and manage remote employees, and they needed to integrate the new business model with their current Salesforce instance, that supported 230 users. The system needed to provide around-the-clock visibility into all activities and results.

Solution

Using custom development, EnablePath  designed and built a direct merchandising instance of Salesforce to manage 700 remote users. The new instance provided a full set of management tools to analyze performance and costs metrics. The new instance was fully integrated with their initial Salesforce instance.

Result

Baker & Taylor can now dispatch, manage, pay, survey and report on over 700 remote users, 24 hours a day – 7 days a week, and information can be shared internally or externally, as needed. As a result of the improved communication and visibility, turnover among employees has been reduced and customer satisfaction has significantly increased.

August 16, 2016Client Stories