How we Helped Biodex Upgrade Outdated Service Management Solutions through the Implementation of Salesforce Service Cloud
Service Cloud
How we Helped Biodex Upgrade Outdated Service Management Solutions through the Implementation of Salesforce Service Cloud
company overview
An established medical technology company specializing in rehabilitation and physical medicine
The company focuses on providing innovative solutions to help patients regain strength, mobility, and function
It offers a wide range of products, including therapy systems, balance devices, and imaging tables
Location
Shirley, NY
Industry
Medical Equipment Manufacturing
Employees
201-500
Working with SPAR since
Biodex
SPAR by Numbers
1000
+
Completed Projects
15
Yrs
In the Industry
140
+
Metric 3
$100
m
Metric 3
1000
+
Completed Projects
20
+
Years in Business
6
+
Year Average Client Partnership
100
+
Technologies Supported
challenges
A complex, manual service delivery process with extensive information gathering, multiple manual steps for repairs, and slow responsiveness
The outdated Service Management Solution led to inefficient case management and inadequate tracking of important details
Integration complexities and manual efforts were necessary to connect the system with the ERP for order creation, payment collection, and field service support
solutions
Service Cloud was implemented to effectively handle multiple types of support requests, including complaints, parts/replacement orders, and field service
Salesforce was integrated with Visual ERP using DBSync, enabling seamless two-way data integration
Implemented real-time integration to support credit card payment processing
Assets and Contracts standard functionality is Salesforce was transferred and utilized for efficient management
results
Successfully streamlined the support process while also laying the groundwork for the Field Service implementation
Achieved seamless data integration with ERP, enabling efficient order and invoice creation
Improved visibility of order and repair status, providing accurate and up-to-date information
Invoices are generated immediately upon delivery of services reducing AR delays
