Baxter – Customer Success Story Service Cloud
Company description
Baxter International is a provider of critical care, nutrition, renal, hospital, and surgical products. The company offers acute and chronic dialysis therapies, sterile intravenous (IV) solutions, infusion systems and devices, parenteral nutrition therapies, inhaled anesthetics, generic injectable pharmaceuticals, and surgical hemostat and sealant products. Its products are used by hospitals, kidney dialysis centers, nursing homes, rehabilitation centers, doctors’ offices, and by patients at home under physician supervision.
Company size
Employees: 50.000, Revenue: $ 11.7 B
Location/Region
EMEA
Website
Provided solutions
Global Customer Support built with Salesforce Service Cloud and Community Cloud
Challenge
The Global Customer Support program was a business transformation program executed through a partnership between Supply Chain and Information Technology. The goal was to align customer service with the customer expectation for self-service and bring business value through cost reduction and generation revenue enablement. Baxter wanted home patients to be able to perform a self-service stocktake without the need of a nurse to call or to visit them at home.
Solution
To support the Sales and Support activities of Biocartis in this rapid changing environment we designed an all-round CRM solution by integrating Sales Cloud, CPQ, Service Cloud & Field Service Cloud from Salesforce. By doing so all the
Salesforce Service Cloud and Community Cloud were leveraged to build the new customer service department. Lightning Experience was used to its full advantage to leverage the service console and create a 360° customer view to provide efficient customer service and handle cases. We worked on account -, prescription -, case -, home care and order management to create the end-to-end process for a Baxter patient. While the backend kept track of the exact patient needs to have certain products and accessories replenished, the community was leveraged to create an personalized, intuitive and mobile friendly stocktake application. Patients would receive reminders to provide input on their current supplies, which would automatically calculate the required replenishments, based on the treatment plan, and place the next order for the patient. Various alterations of mock-up designs were reviewed by all stakeholders before starting the development of HTML and CSS files compatible with salesforce components, to make sure the solution was user friendly for all types of patients and multiple devices. Master data (ERP) and stocktake schedule data is interfaced on daily basis to Salesforce.
Results
Customer Service Representative are freed up for 50% of their time so they can now better support their patients and provide more added value for their care. Patients can do the stocktake whenever they want, on whichever device they want and receive an overall better service from Baxter. Originally a pilot for 280 patients was planned, but due to the adoption, 600 patients were enrolled which quickly followed the rest of the patient population. By 2018 there was a 35% decrease in outbound calls, 70% increase in self-service and a cost reduction of 20% in contact center cost globally through process automation and efficiency.