Critical Support for Large Pharmaceuticals DistributorBusiness ChallengeThis multi-billion dollar medical supplies firm provides services and products to health care providers and payors. From pharmaceuticals and supplies to sophisticated medical workflow solutions, their offerings help customers reduce costs, streamline processes and, most importantly, improve patient care and medication safety. When the firm was awarded a highly visible contract to distribute medical supplies to medical, government and non-profit organizations across America under a tight timeframe, they instantly knew what support system they would leverage for their contact center. Earlier in the year the Client had won a similar contract. Their contact center that handles all returns, damaged or lost package processing and generally keeps track of quality control during the widespread distribution, was using an Oracle™i based call center application they had built called STORM. STORM was not flexible enough to handle the new contract reporting deadlines that they would need to meet for their customer. The Client’s corporate sponsor had selected Salesforce.com Service Cloud software as a service based upon their experience in using this product in another role. The Client chose Acumen Solutions to assist them with systems integration and the data and operational process challenge of migrating the 46,000 accounts and 22,000 related cases from their previous system into Salesforce.com Service Cloud without interruption of service to the contact center representatives (handling calls and emails) and under a tight deadline of three weeks. The Solution
Return on InvestmentPrimary benefit to the client was
Ancillary benefits to the client included:
i Oracle is a registered trademark of Oracle Corporation |
Practice Highlights Acumen Solutions delivered an advanced customer relationship management solution that unified sales efforts, improved management coordination of 30 nationwide divisions, and allowed executives to achieve operational excellence while improving performance.  A major cable provider wanted to put a greater focus on their customers’ experience. Using Salesforce.com, we delivered a solution that not only improved call resolution and handling times but also reduced unnecessary truck rolls and increased sales. 
When this leading power tool manufacturer merged with a Pan-European competitor, they turned to Acumen Solution to deliver sales process improvements and CRM roadmap for a post-merger integration
 When the Carlyle Group made a strategic business decision to strengthen their Investor Relationship Management capabilities, they turned to Acumen Solutions to deliver a system using Salesforce.com.  As a growing organization with an increasing number of support services, New Visions urgently needed a web-based solution to manage and track initiatives. Acumen Solutions helped New Visions to achieve this goal by using an innovative adaptation of Salesforce.com. From pharmaceuticals and supplies to sophisticated medical workflows, Acumen Solutions helped this multi-billion dollar medical supplies firm reduce costs, streamline processes and, most importantly, improve patient care and medication safety.
 A leading global, full-service brokerage firm requested assistance with architecting, designing and transitioning its call centers using Acumen Solutions’ expertise to help achieve “world class” customer support and improved business operations.  Acumen Solutions helped this leading business information and research provider by integrating systems to improve the performance of their customer service case management.  When the U.S. Army launched its Army Experience Center (AEC), they turned to Acumen Solutions to develop a recruitment tracking platform using Salesforce.com.
 This high profile regulatory agency needed to improve their ability to address high volumes of advanced legal and financial issues from constituents in a timely manner.  The Securities and Exchange Commission Office of Investor Education and Advocacy turned to Acumen Solutions to replace an important legacy application used to manage high volumes of legal and financial issues.
 With Acumen Solutions implementation CommerceConnect was able to help U.S. businesses connect with government agencies for aid and become more successful in the global market.  One of America’s largest automobile insurance companies was having major problems with their data integration and infrastructure. Acumen Solutions was there to help with the implementation of a lead management system and call center solution using Salesforce.com  Initial rollout was achieved within 12 weeks to meet an aggressive go-live date. Due to the success of the course, the team’s role was extended to provide on-going training.
 When Acumen integrated eBay's newly acquired payment gateways, the results included improved lead generation, sales, and marketing campaign response rates.  Acumen solutions helped one of the largest insurance and financial services holding companies in the UK automate their claims and audit process so they could make strategic business decisions in minutes instead of days.
 Acumen Solutions helped Merrill Lynch (now owned by Bank of America) to migrate to a new CRM platform. The new solution allowed them to improve communication between client sales and service teams, avoid duplication of efforts, and improve client services.  Responding to an evolution within music services, this royalty distribution agency found itself at the forefront of administering new licensing deals. Performance of the new Royalties Administration System has completely re-energized the agency’s ability to distribute customer royalties.  Acumen Solutions made a significant difference to how Sun manages their customer interactions by developing an Executive Briefing Center portal. This tool has become invaluable for field sales, executive presenters, and briefing center staff.  A sales rep can now send an email that includes their personal information in a professional graphic design layout to hundreds of thousands of recipients within minutes.
 Acumen Solutions was hired to develop and implement a large new web application to function as an end-to-end grants management solution. As a result, we were able to improve processes and increase employee productivity.
 A leading global management consulting firm challenged Acumen Solutions to deploy a videoconferencing solution that delivers significant ROI, saves time and money, increases productivity, and reduces their carbon footprint. We delivered!  After rising to the top of the credit card industry using its patented information-based strategy (IBS), this consumer financial services company turned to the Internet and to Acumen Solutions to expand its reach.  When RCN wanted to put a greater focus on their customer's experience, they turned to Acumen Solutions. Using Salesforce.com, we delivered a solution that not only improved call resolution but also reduced unnecessary truck rolls and increased sales.
 "Deploying the right CRM system can make the difference in building customer relationships. Acumen Solutions was chosen because not only are they experts on Salesforce.com implementations but they really understood the importance of and the approach to integrating the ticketing data into Salesforce.com."
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