An integrated solutions to follow-up calls and surveys

About company

Increasing efficiency and improving customer experience in order to make data-driven decisions

SUAZIO is an esteemed international research and consultancy agency that provides far-reaching customer insights considering the marketing of new products in IVD and MedTech markets in the pharmaceutical industries. With a global presence spanning over 170 countries, SUAZIO collects and analyzes customer data to deliver valuable insights, conclusions, and recommendations for optimal product configurations.

Business challenge

Modernizing Client Targeting and Engagement

Suazio needed to invest in a technological solution that could help them more efficiently determine which clients to target, how to best reach them, and what specifically to offer them.  Their reliance on multiple Excel files and a self-developed call center system led to growing inefficiencies. Therefore, they sought an all-encompassing solution that included data management, sales, and call center operations. The full package offered by Brightfox, including the integration of Vonage with Salesforce, provided the ideal solution for Suazio's needs.

Approach & Services

An Integrated package with Salesfore Lightning

BRIGHTFOX offered a solution based on the Salesforce Lightning Platform where they built an application to:  

  • manage projects, surveys/interviews and referrals to follow up frequency and cost, 
  • use dynamic call lists with smart processes and call reports, 
  • automatically create timesheets,
  • use reports and dashboards to follow up the progress of the different projects. 

All users will work on a shared solution to avoid a complex and risky consolidation process. Additionally, Vonage (former NewVoiceMedia) as a native call center solution, has been seamlessly integrated into Salesforce. All calls are logged and linked to Salesforce data, and everything will be automated to guarantee a smooth user experience. Suazio’s digital transformation program using Vonage is dramatically improving customer experience and operational efficiency and reduces costs. 

Unleasing the Power of Data

Suazio gained the ability to track data effectively. They now have a reference point with a comprehensive data history, enabling the measurement of efficiency and project timelines. This reference framework empowers Suazio to back their strategic decisions with numerical data and identify trends across projects. Ongoing support from Brightfox ensures continuous optimization of the solution.

Future-Proofing Suazio's success with Salesforce

Automation plays a crucial role in increasing engagement by enabling efficient email communication and follow-up.
Suazio plans to incorporate Salesforce Marketing Cloud to further enhance participant engagement.

"Thanks to implementing Salesforce, not only is our Salesforce environment future proof but so is the organization."
Wim Vanlancker - Director of Operations at SUAZIO consulting

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