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Customer Experience and Design

Perficient Earns Partner Innovation Award at Dreamforce #DF16

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A few members of the NextGen project team celebrate the Partner Innovation Award at Dreamforce 2016.

Perficient, a Salesforce Gold Partner and leading digital transformation consulting firm serving Global 2000 enterprises, recently received the 2016 Salesforce Partner Innovation Award in Healthcare and Life Sciences for its work with NextGen Healthcare.

Given annually at Dreamforce, the Salesforce Partner Innovation Awards honor Salesforce’s consulting partner community and recognize the contributions they make in helping clients innovate and connect with customers. Perficient was recognized for the work they have been doing with NextGen Healthcare. Mark LeCours, General Manager, Salesforce Practice, at Perficient recently announced the award and talked about the solutions Perficient deployed for NextGen which has allowed them to improve case deflection and customer satisfaction. Here is a bit from Mark’s blog post:

The multi-cloud Salesforce solution included implementing Service Cloud and customizing the Service Console to streamline case management processes for more than 250 support agents, migrating their legacy knowledge base over to Salesforce Knowledge, applying Knowledge-Centered Service (KCS) principles, and rolling out a self-service Success Community using the Community Cloud platform. Since going live, the NextGen service organization has experienced the following business outcomes:
– Improved case deflection by 10% with Community Cloud
– Reduced the average number of days to resolve a case by 50%
– Cases resolved in less than 24 hours increased from 40% to 52%
– Improved customer satisfaction scores by 31%

Learn more about Perficient’s Salesforce practice here and if you are at Dreamforce be sure to connect with them to talk about how they are enhancing patient engagement and member self-service.

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Kate Tuttle

Kate Tuttle is a senior marketing professional with more than 13 years of marketing experience in both B2B and B2C environments. She has more than 7 years of healthcare industry experience and is passionate about technology and its impact on consumer experience.

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