Wipro improved the service response time by 18% for a leading medical device manufacturer with salesforce.com
Client Background
The client is a leading manufacturer of medical devices and software for treating cancer and other medical conditions, and is a critical supplier to clinics, radiotherapy centers and medical oncology practices.
Industry Landscape
The medical technology industry is trending towards commoditization of products in a fiercely competitive landscape. As product portfolios grow, buyers become more complex in their demands. Unless players in this industry consolidate their CRM systems and simplify their processes to meet customer expectations, they will be outpaced by competition. Medical technology companies are adopting disruptive technologies and systems to transform customer experience and build their business of tomorrow
The Opportunity
The client’s current CRM processes span sales, customer service, and Configure-Price-Quote (CPQ). These inconsistent business processes across geographies led to increased cost of sales, while the lack of a single view of the customer or the analytics capabilities to track and report user activity, led to service deficiencies and customer dissatisfaction. The client required integrated sales and service processes to create a unified sales organization.
Solution
Business Impact