This company provides the healthcare industry with unmatched analytical testing and research, specializing in pain management, forensics, clinical and pharmaceutical testing.  The laboratory has experienced exponential growth since its beginnings and has been awarded countless awards for its outstanding achievements.

The company's growth in recent years has been lead by a strong sales force, outstanding laboratory services and a caring client service team. As it grew, executives recognized the need for a CRM solution that would enhance the sales process and procedures to ensure the effectiveness and efficiency of all sales employees.  It was also important to not only maintain great customer service, but enrich the service to a height unparalleled by competitors. Simply put, they needed an integrated business system that would connect all of its customer facing processes and data in order to effectively support its current and planned growth.

The company engaged us (digitalKnowledge) early on to establish a CRM vision, define requirements, layout a multi-year implementation roadmap and identify a CRM technology. We then worked collaboratively to design, implement and integrate a CRM solution as well as train their entire customer facing staff. The solution utilizes Microsoft Dynamics CRM and provides the laboratory with a 360-degree view of their clients as well as the ability to track and manage clients interactions, leads, opportunities and customer support cases. The centerpiece of the solution is the client performance data (purchase frequency, volume and revenue) which is delivered to end users through CRM's deep integration with the ERP and billing systems. This information is key to helping the sales team proactively spot trends and spend their time in the right places. It also helps marketing segment the laboratory's client base based on actual data and helps fully inform client services as they deliver support.

The CRM solution allows sales, marketing and service to operate more efficiently and effectively. In particular, sales reps are able to be more strategic and data-driven in managing their territories and to be fully informed when meeting with clients. Management is also able to monitor both client and sales rep performance as well as forecast potential new clients. They are also able to track marketing campaigns and lead source effectiveness, while client services can analyze the volume and type of clients support issues. Ultimately, the CRM solution has allowed client facing groups to work closer together and provides finger-tip access to the information needed to run the business more strategically.