利用Salesforce Sales Cloud，提高客户关怀及满意度

Business challenges

1. Maintain patient relationship

There is no plan in visit

Visible content is not clear, poor customer experience

2.Record patient information

The number of patients is numerous and the information record is incomplete

Lack of effective feedback mechanism

3. Inter-departmental patient communication

Many business units, the system departments exist independently

Inter-departmental collaboration is complex and communication costs are high

Multiple sets of systems coexist, maintenance inconvenience, patient data inconsistent

Solution

1. Patient life cycle management: from the acquisition, new, regular maintenance, feedback, fall to the end of the life cycle, timely and effective customer care and service processes

2. Patient information management: the establishment of a unified patient information database, unified management of patient-related information to facilitate the sales representative access, and timely updates, the establishment of patient inquiries, "can not contact" management, left behind the patient management, to be follow-up management

3.Concerned about the patient product experience: concerned about the use of Baxter products experience and adverse reactions, in order to further enhance the quality of products or services, the implementation of Baxter sustainable development strategy

4. Break the information barriers: a unified platform to help break the barriers to improve communication efficiency, real-time rapid reporting for managers to provide support

5. Subdivision of patients status, category: by subdividing the patient status, type, designated visit plan, the development of different questionnaires, and based on the results of the visit, constantly updated questionnaire, travel questionnaire dynamic

6. Adverse event management: In the process of visiting, for customer feedback questions, comments and needs, timely feedback to the appropriate departments to solve

Benefit

1. Improve patient information integrity: the establishment of a unified patient information database, unified management of patients with relevant information to facilitate sales representatives access, and timely updates, the establishment of patient inquiries, "unable to contact" management, left behind the patient management, follow-up management

2. Improve work efficiency: flexible data display, real-time calls, effectively enhance the sales staff, service personnel and other internal staff collaboration and work efficiency

3.Improve patient loyalty: continuous telephone visits, pull into the Baxter and the patient's distance, real-time customers get the most real status and feedback, the implementation of "customer-centric" modern business philosophy, significantly enhance the customer experience, Customer loyalty and satisfaction

4. Improve the effectiveness of information transmission: patients with adverse reactions, patient complaints, the patient's demand for new products in a timely manner to convey to the corresponding departments, timely delivery, timely solution to improve the effectiveness of information transmission. Improve product market share: effectively enhance the sales staff, service personnel and other internal staff collaboration and efficiency, adjust the sales strategy, and ultimately improve product sales and market share