About Cornerstone Health Systems
Cornerstone Health Systems provides mobility, home oxygen, medical equipment to long-term care patients in Tennessee. Cornerstone works directly with Patients, Payers and Providers to ensure medical supplies are easily available and serviced for their customers. Cornerstone Health Systems engaged CRMCulture Salesforce Professional Services to improve the way it managed customer and product information.
As a growing business selling and servicing medical products directly to customers, Cornerstone quickly outgrew their ACT! database and suite of Excel spreadsheets for managing customer information. They wanted to consolidate islands of information, and normalize their data around the Customer. They wanted a customer-centric system that managed "cases" - issues customers were having with product deliveries, quality and tracking from different vendors. Lastly, Cornerstone wanted a centralied solution for managing all communications between patients, payers and providers, without leaving the familiarity of Microsoft Outlook.
CRMCulture implemented its Salesforce Starter Kit to get Cornerstone up and running with their new Contacts and Case objects as quickly and affordably as possible. Utilizing Salesforce Sales Cloud, Apex and data integration, CRMCulture built data relationships between Physicians, Guardians and Patients, for an organized, cohesive view of each Patient. CRMCulture then created and deployed a Case object to track all customer issues that came into their call center, and related those to Products and Vendors. For the Outlook communications requirement, CRMCulture employed Linkpoint360, an AppExchange solution that seamlessly integrates Microsoft Outlook and Salesforce Account and Contact records to record communication activities from Outlook.
The Cornerstone team was able to realize a much clearer view of their customers, and their interactions with doctors and product suppliers. They are able to track support cases specific to customers and products, and use that information to improve customer experience. Lastly, they accelerated user adoption by leveraging Outlook as the primary source of communication, while still bringing in that vital information into Salesforce. CRMCulture's blend of business analysis, data architecture and proven Salesforce implementation methodologies enabled Cornerstone Health Systems to rapidly achieve three of their prioritized data improvement goals, and create a foundation for a much improved customer experience.