How Medical Equipment Manufacturers Benefit From Salesforce Email-to-Case

Salesforce Case Email ThreadMany medical equipment manufacturers encourage their customers to send an email to a customer support address (rather than telephoning) when they have a hardware or software issue with a piece of equipment.

The email address often has the format [email protected]. “[email protected]” plus domain name is easy for customers to remember as it is somewhat of a standard.

Early stage equipment manufacturers may simply forward all emails sent to this address to the one or two people who are responsible for resolving customer service and support issues.

Customer support cases a.k.a. tickets are therefore managed in individual email inboxes. (more…)

How Salesforce Health Cloud Is Like LEGO Sets

LEGO StructuresIf you don’t live and breathe a certain technology, it can be difficult to understand what it is and how it works. Like many people, I’m still trying to fully understand blockchain.

I do, however, live and breathe Salesforce. Part of my job is to explain Salesforce and Salesforce Health Cloud to others.

At Salesforce’s 2018 Dreamforce conference, a sales engineer who specializes in the healthcare and life sciences industries told me he sometimes uses a LEGO analogy to explain to people what Salesforce Health Cloud is.

Here’s my stab at the analogy. (more…)

Physician Referral Management With Salesforce

Physician Referral ManagementThe lifeblood of many types of healthcare providers is a physician outreach strategy. A physician referral management system is often used to deliver on this strategy.

Here are just a few of the types of healthcare organizations that rely on physician referrals for revenue.

  • Hospitals
  • Health plans
  • Physical therapy centers
  • Labs
  • Radiology practices
  • Hospice care organizations

(more…)

Revenue Forecasting & Recognition at Contract Research Organizations: The Alternative to Spreadsheets

CRO Revenue ForecastingBecause of the nature of their businesses, Contract Research Organizations (CROs) need tools that allow for reliable revenue forecasting and recognition. Some CROs need to manage hundreds of forecasts at a time.

These revenue forecasts are important for overall planning and for making staffing decisions. When the future month-to-month workload can be reliably forecasted, appropriate management decisions can be made on both the sales and delivery fronts.

The go-to revenue forecasting tool of choice for many CROs is spreadsheets—either Microsoft Excel or Google Sheets. (more…)

Salesforce Health Cloud vs EHR Software: What’s The Difference?

Salesforce Health Cloud vs EHR SoftwareWe are often asked what the difference is between Salesforce Health Cloud and EHR software.

While there are some areas where these two systems overlap, the underlying purpose for each differs. We’ll explain the differences by contrasting the vendor environment and product offerings for both EHR and Salesforce Health Cloud.

What is EHR Software?

We’ll use “EHR” to reference both EHR and EMR, even though there are differences between those two categories that warrant a separate comparison. (more…)

Salesforce Web-to-Case: Alternatives For File Attachment Support

Salesforce Web to Case AttachmentsAll Salesforce orgs include functionality called Web-to-Case. It’s easy for an administrator to generate HTML that can be embedded on a website’s support page.

In many situations, the ability for a customer to attach a screenshot, a log file, a photo or even a short video to a new Case can improve communication and result in faster Case resolution.

However, with the Salesforce Web-to-Case HTML generator, there’s no option for adding an attachment field to a form. (more…)