As a leading provider of cost-containment technology, independent medical exams (IME), provider and specialty networks, case management services, pharmacy benefit, and disability management, the client faced significant operational inefficiencies, which were effectively addressed by Persistent’s tailored Salesforce solutions, leading to enhanced productivity and streamlined operations.
The Challenge
The client faced several operational inefficiencies affecting overall productivity. Key challenges included extended case resolution times, complicated enhancement requirements, and administrative burdens that stretched their resources. The absence of automated processes and the requirement for improved security measures added to their difficulties, requiring a robust and scalable solution to address these issues.
The Solution
Recognizing these operational challenges, the client sought a comprehensive solution that could not only address their immediate pain points but also provide a sustainable path to enhanced productivity. This is where Persistent stepped in with a carefully crafted approach tailored to the client’s unique needs.
Persistent collaborated closely with stakeholders to ensure optimum security and functionality, using advanced features of Salesforce Service Cloud and Salesforce Sales Cloud to meet business requirements. Addressing the difficulties in the quoting process, Persistent utilized robust features of Salesforce CPQ to optimize and streamline quoting operations. This ensured that the client could generate accurate and timely quotes, enhancing their overall operational efficiency.
Persistent’s team also implemented complex functional enhancements, such as Email-to-Case, Auto-Response, Case Routing, and Omnichannel Configuration. These improvements significantly streamlined processes and alleviated administrative burdens, thus ensuring seamless execution and delivery.
The Outcome
- 40% reduction in case response and resolution times.
- 100% SLA compliance for business teams.
Products
- Salesforce Service Cloud
- Salesforce Sales Cloud
- Salesforce CPQ
