Project Name
How Ksolves Improved Accuracy, Visibility & Service Performance for a Healthcare Supplier with Salesforce
A leading Australian supplier of mobility and assistive healthcare products required a unified digital platform to manage its sales, service, and B2B commerce operations. With a catalog of over six hundred products, including mobility scooters, adjustable beds, lift recliners, and daily-living aids, the organization also provides next-day delivery for select items, in-home trials, and strong clinical support through an on-site Occupational Therapist. Their delivery and installation team ensures every product is set up correctly and used safely.
The client’s existing systems were fragmented, making it difficult to maintain accurate product and pricing information, track service requests, or handle high-volume orders efficiently. They needed a scalable Salesforce solution that could centralize data, automate processes, and enhance the overall customer experience across hire, purchase, and service operations.
The client faced several obstacles that limited operational efficiency and visibility:
- Complex Product Management: Managing hundreds of products across hire and purchase models created challenges in pricing, quoting, and order processing.
- Multi-layered Pricing and Discounts: Bundled offers and tiered discounts required frequent manual updates, slowing down sales cycles and increasing errors.
- Service Visibility Gaps: Technicians had limited access to case information, making it difficult to track service requests and ensure timely resolution.
- Manual Order Processing: Handling orders, billing, and returns involved heavy manual effort, leading to operational delays and inaccuracies.
- Limited Inventory and Operational Insights: The team lacked real-time visibility into stock levels, order exceptions, and service backlogs, restricting decision-making and planning for future growth.
Ksolves implemented a Salesforce-native ecosystem that unified sales, service, and B2B commerce operations:
- Centralized Sales and Product Data: Salesforce Sales Cloud brought all customer, product, and pricing information into one platform, giving teams a single source of truth. This improved data accuracy and made it easier to manage customer interactions efficiently.
- Automated Quoting and Pricing Logic: Hire, purchase, and bundled product scenarios were automated, removing the need for manual calculations. This ensured consistent pricing, faster quote generation, and smoother sales processes.
- Optimized Service Operations: Service Cloud implementation structured case management and technician assignments, allowing each service request to be tracked end-to-end. This reduced delays, improved accountability, and enhanced service quality.
- Tailored B2B Commerce Experience: Custom catalogs and account-specific pricing simplified ordering for hospitals and care providers. Resolving Experience Cloud issues ensured seamless order placement and a better customer purchasing experience.
- Automated Inventory and Dashboarding: Product and inventory updates were synchronized across all systems, ensuring accurate stock visibility. Dashboards provided real-time insights into orders, inventory levels, and service performance for smarter decision-making.
Our Salesforce implementation services delivered measurable improvements across operations and customer experience:
- Faster and Accurate Order Processing: Orders were handled more efficiently with reduced errors and less manual effort.
- Improved Service Management: Service requests were resolved faster, and technicians had greater visibility and accountability.
- Enhanced Inventory and Operational Visibility: Teams could track stock availability, order exceptions, and service backlogs in real time.
- Operational Transparency and Reporting: Centralized data enabled better reporting and informed decision-making.
- Scalable Foundation for Growth: The platform can support future product lines, expanded service offerings, and higher transaction volumes.
- Better Customer Experience: Hire and purchase journeys became seamless, boosting satisfaction and engagement.
By implementing Salesforce Sales Cloud, Service Cloud, and B2B Commerce, the client successfully unified its sales, service, and order management processes. This transformation eliminated manual bottlenecks, enhanced service delivery, and strengthened customer engagement. The scalable digital platform now supports the organization’s ongoing growth while reinforcing its commitment to providing high-quality healthcare equipment and services. For expert Salesforce professional services, you can reach out to the Ksolves team at sales@ksolves.com.
Ready to Unify Your Sales, Service, and B2B Commerce Processes with Salesforce?
