For manufacturers and distributors today, the relationship with the customer doesn’t end with the sale. Supporting customers with services, documentation or even a recall requires commitment after the sale.
The challenge
A medical device manufacturer serves a broad range of customers, from medical patients to athletes to health providers. With separate systems to manage different business functions, business processes were paper intensive with multiple data entry points.
The solution
Using Microsoft Dynamics CRM Online integrated with ERP to centralize their customer information they can now manage each order through a full-cycle, closed-loop process. Sales reps can place orders and check on order status for any segment of the business.
A key benefit of the system is putting the product information that customers need to file for reimbursement or insurance coverage at the fingertips of service agents. With product ownership data in the customer’s account, reps can email documentation in an instant. In the unlikely event of a recall, the company has all the customer and product information they need to be proactive.
How customers are amazed
With the complexities of health insurance coverage that consumers and health care providers currently have to manage, a vendor that can respond to their request in an instant is a relief.
Download the full eBook www.crmsoftwareblog.com/amazing to find out 16 more amazing customer experiences businesses are delivering today with Microsoft Dynamics CRM Online.
by CRM Software Blog Editors, Find a Microsoft Dynamics CRM Partner by Industry/Location
