Supernova Award Category

The Problem

Our previous CRM solution was one-dimensional without insight into support tiers or across business functions, leading to poor collaboration between agents and poor visibility into agent performance both for agents and managers. Our customers had very basic self-service options with basic content, limited visibility into their own data and one single agent available to answer questions, which was not ideal.  We needed a platform that would help our global support team collaborate without tier limitations, a solution that would provide healthcare users a super-fast, intuitive and reliable platform to engage and collaborate with each other externally as well as internally across any STANLEY Healthcare department, including Product, Operations and Sales.

The Solution

We looked for a cloud solution that would work on any device and that we could integrate to field operations, our knowledge base and our ERP. We looked for a solution that would be reliable with no downtime, scalable and easy to customize, and that would enable us to onboard new employees remotely. We needed customers to connect effectively with any department, a shorter turnaround time on engagements, on a platform that puts Sales, Service and Operations all in one place - and Salesforce was that solution.

The results

With Salesforce, we've been able to orient the entire platform around our customer needs and created a multi-dimensional interface with our customers at the center. Now agents can collaborate with subject matter experts, product managers and other agents working on similar cases across 4 countries & 2 continents. And it's all seamless. Customers have a vastly improved experience with higher FCR rates, multiple self-service options and deeper visibility into their own data. They can also collaborate with each other in the community and have a solution manager assigned to their account. We're now able to be more proactive thanks to the IoT Cloud and the Agent Console.  We now get push notifications upon any system failure to proactively respond to situations even before a customer is aware of an issue. Finally, SOS on mobile enables us to personally engage with customers better and faster, to see their issues and quickly address their challenges. Issues can be resolved on the first call, saving on field operations and time, resulting in increased CSAT and lower total cost of service to the customer.

Great video on our deployment: https://www.youtube.com/watch?v=MnFjwUd7l9s

Metrics

Ticket management – using the Service Cloud Console saves 8 minutes x 5,000 calls per month

Case resolution – using Service Cloud Console saves 15-30 minutes x 1,600 troubleshooting cases per month

CSAT has gone up and stayed above 9 out of 10 thanks to KPI visibility and positive change in our agent culture through the use of incentive features integrated into the Service Cloud Console

We measure 5,000 article hits per month by partners, customer and internal users, which has resulted in significant ticket deflection. 

We estimate the elimination of 1,200 product returns not under warranty, which will result in new purchases and a total benefit of $250,000

With 400 new jobs created per quarter, we estimate that at least 25% of cases will be resolved via SOS

The Technology

STANLEY Healthcare uses the Salesforce customer engagement platform relying most heavily on Service Cloud Lightning.  We use the Lightning Agent Console on the back end and Community Cloud on the front end. Our ERP is integrated using iBolt. Stanley-Care on Mobile uses Service Cloud Lightning SOS Snap-In as one of the Console omni-channels. We also use Five9 cloud-based telecom system interfaced with the Lightning Agent Console. 

Disruptive Factor

Digital transformation was a big challenge but to benefit from the great visibility and customer engagement, our data had to be reliable. As data issues surfaced, we coordinated focus groups to fix them but these caused some unexpected project delays. Changing people’s work habits and fostering trust in the data was another major challenge. It was hard to believe that data could be delivered in such a simple, crisp, efficient way. It can be shocking to discover how simple a process can be and trust it.

This project completely changed how we engage with customers throughout their entire lifecycle. We now connect with the health care providers that deliver a patient experience at every step of the lifecycle, from protecting newborns in hospitals to the elderly in care facilities. We're predictive about the way we deliver care and put customers at the center of our business by giving them full access to their information and the ability to connect with every part of the business that interfaces with them. We moved from reactive to proactive, from local to global, from PC to mobile and are ahead of the curve by changing the meaning of service to engagement. The Salesforce Community Cloud and Service Cloud Lightning enable us to stay “By Your Side®” through a customer’s journey - and a patient's lifecycle. STANLEY is now differentiated not only in our innovative technology, but also in the way we provide service.

Shining Moment

There are countless shining moments in patient care but ultimately it's all about care and ensuring we take care of our customers and beyond them: the patient. We improve their customer experience with a better hospital experience. Providing patients the assurance that their loved ones, be it a baby with a Stanley Hugs® ankle bracelet or an elderly family member with a Stanley Fall Monitor, is safe and secure.