Company Overview
Our client – ACHT is a prominent leader in the healthcare service and pharmaceutical industry. Along with providing top-tier healthcare services, they also focus on providing courses for individual learnings. This organization focuses on targeting both B2B and B2C customers.
Business Challenges:
The client approached Kasmo to streamline their lead generation, account management and streamline quote management. Let’s have a detailed look at the challenges faced by this client:
Lead Generation
One significant challenge which the healthcare service provider faced was in lead generation. They relied on their website for capturing leads. But due to the vast number of leads generated from several sales representatives, integrating data into a unified system was difficult. The client required accurate lead information and streamline follow-ups and conversions.
To target specific audiences the client also needed a CRM platform that can segment the market and personalize outreach efforts to resonate with different customer segments. Achieving this level of personalization requires sophisticated analytics and insights into customer behavior, which can be challenging to implement effectively.
Scaling lead generation efforts while maintaining quality is another challenge that was put forth by the client. Automation tools can streamline processes and reduce manual effort, but they must be configured correctly to avoid issues like spammy outreach or missed opportunities. It is crucial to balance automation with human touchpoints to ensure leads feel valued and engaged.
Account Management
Effective account management relies heavily on the accurate and organized management of customer data. The client faced several challenges including handling large volumes of data, ensuring data accuracy, and managing updates across various touchpoints. They needed a system that can provide a 360-degree view of each customer.
ACHT wanted clarity in understanding how many leads were being converted to opportunity. This includes ensuring that all customer interactions are tracked and managed efficiently. Personalized engagement with clients is essential for fostering strong relationships and loyalty. However, achieving this level of personalization can be difficult without an accurate system to track client preferences, history, and interactions. The client wanted account managers to have access to the right tools and information to tailor their approach, to maintain high levels of customer satisfaction.
Quote Management
One of the main challenges in quote management is ensuring that quotes are accurate and delivered quickly. Errors in quotes can lead to dissatisfaction and loss of trust, while delays can result in lost sales opportunities. The client lacked systems that can automate quote generation.
This leading healthcare service provider faced challenges in managing the approval process for quotes. They wanted to streamline this process and reduce bottlenecks. The client also wanted to ensure that quotes are approved and dispatched swiftly. They wanted automation tools and workflow management systems to assist in speeding up approvals.
The organization did not have systems that were well-integrated, which led to issues like discrepancies between quotes and invoicing. The client wanted to ensure that all systems are synchronized and that data flows smoothly between them, to improve operational efficiency.
Automated Renewal and Subscription Email Notifications
The client faced significant challenges in sending out renewal reminder emails for their services and products. They struggled to keep track of subscription expiration dates and ensure timely notifications, leading to missed renewals and lost revenue. Additionally, the client had difficulty sending reminder emails to customers who visited their site but did not subscribe to the courses. This resulted in missed opportunities to convert potential customers into subscribers.
Implementing automated renewal and subscription notifications through a CRM system like Salesforce can address these issues. Automated emails ensure timely reminders for renewals and follow-up with potential customers, improving customer retention and conversion rates.
Our Solutions
Our experts at Kasmo understood the challenges ACHT was facing and swiftly started working on them with Salesforce. The many benefits of Salesforce solved these challenges within thirty days. This swift delivery was possible due to the many suites of resources and tools present in Salesforce. By utilizing Salesforce sales cloud, Kasmo streamlined their lead management, optimized their quote generation and created detailed dashboards and reports in CRM.
With Salesforce sales cloud, our experts were able to help the client in:
- Lead Conversion
- Account & Contact Management
- Course/ Services Setup
- Opportunity path setup
- Quote Generation
- Renewal Reminder
Take a look at the operations architecture Kasmo helped ACHT implement to make their business processes seamless:
Results Achieved
- Lead Generation and Salesforce Integration: Leads generated through the website are automatically added to Salesforce. Sales reps complete a form capturing personal and company details. This process signifies the lead’s transition into the sales process.
- Salesforce Optimization: A dedicated tab was created in Salesforce to add products/courses for the healthcare service provider. Dashboard segregations allow employees to modify product prices and quantities.
- Automated Quote Generation: Our experts automated quote generation. This resulted in faster customer service and improved customer engagement. Integrated payment links with quotes for swift payment processing helped the clients immensely. Clients can also choose their preferred currency for payment.
- Outlook Integration: Kasmo integrated Microsoft Outlook with Salesforce. Employees can now send emails and store data on a unified platform.
- Automatic Invoice Generation: After successful payment, an automatic invoice is generated in PDF format, which is easy to share and maintain records.
