Perficient, a Salesforce Gold Partner and leading digital transformation consulting firm serving Global 2000 enterprises, is excited to announce it has received the 2016 Salesforce Partner Innovation Award in Healthcare and Life Sciences for its work with NextGen Healthcare.
The Salesforce Partner Innovation Awards are given annually during Dreamforce to honor Salesforce’s consulting partner community and to recognize the contributions they make in helping clients innovate and connect with customers in a whole new way.
Helping Healthcare Organizations Become Service Trailblazers
NextGen Healthcare provides electronic health record, financial, and health information exchange solutions for hospitals, health systems, physician practices, and other healthcare organizations. Perficient partnered with NextGen to simplify and streamline support processes, enhance the agent experience, and bring transparency and self-service capabilities to their customers using Salesforce.
Good UX Means Good Business
In a world where technology is rapidly advancing and user expectations are rising, it’s no longer enough to have an average user experience; to delight your users and surpass your competition you must strive for the exceptional.
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%
Having delivered more than 3,000 successful Salesforce engagements, we take great pride in the quality of work we deliver to customers like NextGen Healthcare. This recognition from Salesforce directly reflects the commitment we put forth to help customers succeed with our solutions and services. As the cloud platform continues to grow and expand, we are excited about the opportunity at-hand to help our clients become Customer Trailblazers in the industry by continuing to deliver innovative solutions built on Salesforce. Read the full NextGen Healthcare success story.
Where to Find Perficient at Dreamforce
Is your healthcare organization interested in exploring new ways to enhance patient engagement or member self-service by implementing an online community? Would your service organization benefit from boosting agent productivity or transforming the healthcare customer support experience? Not sure if Health Cloud is right for your business? Perficient is the go-to Salesforce partner helping the world’s most innovative brands to seamlessly blend Service Cloud, Community Cloud and Salesforce Knowledge solutions together to deliver a self-service experience that will make your customers love you.
As a Fullforce Service Cloud Master and Community Cloud Ambassador with more than 350 implementations under our belt, we look forward to helping you explore how to become a Customer Trailbazer at Dreamforce by engaging with us in any of the following ways:
- Visit us in the Cloud Expo at booth #1835
- Look for our customers speaking at Dreamforce
- Attend one of four breakout sessions led by our Salesforce experts
- Schedule a private meeting with our team