Our client focuses on allowing patients to regain or improve their mobility with life-changing implants. In order to service the entire healthcare community, our client needs to connect with the full ecosystem, including providers, patients, and distributors (GPOs).
Additionally, because they manage the majority of research, design, and manufacturing in-house, it became clear that their existing management processes - relying on complicated arrays of spreadsheets - was not efficient or scalable.
Decentralized data, complicated management, inventory management, and poor reporting
A central system to store, manage, and analyze marketing data
Unified data, simple inventory management, robust reporting, and informed business decisions
Like many medical device companies, our client was tracking relationships between patients, providers, and distributors in spreadsheets.
Spreadsheets (and other antiquated ERP systems for that matter) lead to disparate data, referral leakage, lost revenue, and spotty insights - a perfect storm of inefficiencies that significantly impact revenue and scalability.
Because data was managed in spreadsheets, visibility was limited and manual work was often duplicated
Without a central platform, managing the relationships between patients, providers, and distributors was unnecessarily complicated
Because there wasn’t an automated way to track and adjust inventory, parts, and products couldn’t be reliably sold during the sales process
Disparate data meant reporting wasn’t automated, making it more time-consuming to make metrics-based business decisions
In order to expand its innovative products to as many patients, providers, and distributors as possible, they needed to re-imagine their entire infrastructure.
Penrod and the client worked together to envision a centralized platform that would:
Penrod built the platform with Sales Cloud, Service Cloud, and Marketing Cloud.
Sales Cloud’s standard and custom objects makes it possible to seamlessly manage incoming leads, scoring, qualification stages, quotes, and forecasts across key targets, including doctors, patients, and distributors. Additionally, inventory is automatically adjusted at the point of sale.
Service Cloud empowers our client to provide amazing service to patients, doctors, and distributors - whether in the field or remote. Self-service portals allow routine cases to be solved quickly, and AI workflows automatically route escalated cases to reduce case time and manual data entry.
Marketing Cloud automates lead generation, ensuring that the client is able to engage with more patients, doctors, and distributors. Omni-channel campaigns educate, develop product awareness, and nurture leads from awareness to decision.
As a result of Penrod's Sales, Service, and Marketing Cloud implementation, our client saw a number of immediate improvements.
Seamless management of incoming leads, scoring, qualification stages, quotes, and forecasts across key targets
Amazing service for patients, doctors, and distributors - whether in the field or remote
Omni-channel campaigns educate, develop product awareness, and nurture leads from awareness to decision