Healthcare Management Company Implemented Salesforce & Increased Sales by 27%
Conquering Lead Leakage to Uncover Scalable and Sustainable Growth
How a customer-centric Salesforce solution can transform out-of-date technology, dissolve the need for a complex technical infrastructure, and streamline the acquisition, engagement, and retention of new business.
The Client: Developing a Modern Solution on a Global Scale
Concentrio partnered with one of the world’s largest insurers, AIG, supporting over 6,000 mobile agents worldwide, to modernize and future-proof its sales and marketing processes with a state-of-the-art solution built on the Salesforce platform. Over $10,000,000 of increased spending was generated.
The Challenge: Navigating an Outdated Infrastructure
How a phased overhaul and targeted performance monitoring improved sales by 27% in one month, eliminated lead leakage, and developed a blueprint for long-term success.
The Client: Searching for a Roadmap
Concentrio partnered with a large health management company on the West Coast that was using manual processes to attract, acquire, and engage its customers. They were in search of an industry expert to reconstruct their marketing, operations, and sales procedures with a custom-tailored strategy, streamlined integration process, and a full-scale Salesforce solution.
The Challenge: Finding Structure in the Chaos
Prior to partnering with Concentrio, the business was struggling to manage and nurture its incoming leads. No consistent lead management processes existed, a crucial factor that was harming their growth potential. As a sizable company in a highly competitive segment of the health management industry, this resulted in an overabundance of lost sales and dropped appointments.
The company’s existing marketing strategy was inconsistent and lacked a clear objective and performance insights. With no attribution process to determine the most profitable marketing approaches, its top-performing channels, like alumni outreach, went unnoticed and underutilized.
These combined challenges resulted in unmanageable lead leakage, unchecked marketing spend, and significant missed revenue opportunities for their business.
The Solution: Rebuilding a Framework From the Ground-Up
This organization knew a complete restructuring of its strategy was the key to mitigating these challenges. They first hired the Concentrio team to develop a strategic blueprint that would guide them through the journey of solving these challenges.
Concentrio assembled a vigorous action plan that would align the strategic objectives of the company with capabilities that addressed each of its goals, without exceeding the company’s ability to implement these new procedures.
By utilizing a phased approach to implement these initiatives, Concentrio created a targeted and manageable roadmap to address the client’s challenges. The first phase focused on reimagining the company’s marketing processes to experiment with strategic campaigns, analyze attribution, and develop analytical tools to support its performance monitoring efforts. The company saw immediate lead generation results as the project transitioned to the next phase.
In the integration phase, the Concentrio team leveraged the power of Salesforce technologies to make leads available to the organization’s sales team in a matter of days. Due to the exceptionally competitive nature of the company’s segment in the industry, it was crucial that new leads be addressed within five minutes of receipt. Concentrio created effective work queues to be used by the sales team to develop unprecedented response times to incoming leads.
Concentrio also created Salesforce communication workflows to guide customers through the surgery preparation journey and educate patients with professionally-prepared content.
Follow-up workflows were created for post-op communication to ensure the patient’s recovery was successful. These workflows were integrated into HubSpot technology to support the organization’s alumni outreach referral programs as well.
Last but not least, Concentrio provided the organization with real-time performance insights into its marketing, sales, and operations procedures. These insights provided the company with a detailed perspective of its overall business efforts, in addition to areas where performance improvements were needed.
Read on to discover the impact.
The Results: Expanding to Unexplored Horizons and Increasing Revenue
Through partnering with Concentrio, this health management business was able to:
Build effective digital marketing campaigns utilizing print, social media, email, and text technology and analyze their performance.
27% increase in leads and 5% increase in revenue month over month
Monitor the efficacy of its marketing, sales, and operations procedures and use those insights to strengthen brand engagement and obtain new business.
Eliminate lead leakage with workflows designed to track and nurture new leads from initial contact to the alumni program.
Develop cross-selling and referral management strategies to maximize their growth potential.
Improve sales by 27% in the first month of implementation and consistently improve these metrics by 10-15% each year.
The results driven by Concentrio’s personalized solution helped this company undergo a scalable and sustainable metamorphosis that consolidated its sales and marketing efforts, eradicated unnecessary campaign costs, and introduced long-term revenue opportunities that will support their business well into the future.
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