Blue Ocean helps Entrust scale, reduce attrition & predict critical incidents with Salesforce + AI

Entrust is a caregiver organization based in Edmonton, AB with nearly 1000 staff working with people who have various disabilities.

Challenge

  • Goal was to exceed client and staff expectations.
  • Company growth was being limited by expensive, disparate systems which were difficult to scale and lacked comprehensive reporting capabilities.
  • Frontline staff were hampered with limited visibility and functionality for managing clients, while lacking the necessary information for a proper handoff during shift changes or due to attrition.
  • Processes needed to be streamlined and a secure, 360° solution was needed to allow cross-functional communication and reduce inefficiencies.

Solution

  • Blue Ocean worked closely with the client to ensure a clear understanding of the challenges they were facing before commencing the implementation.
  • An agile methodology was leveraged to implement Health Cloud, Service Cloud, Secure Portals.
  • A thorough UAT was provided to ensure the tool met the needs of all stakeholders and was properly optimized to ensure adoption.
  • Comprehensive onsite training was provided to train-the-trainer, champions and staff.
  • The client is a now a public reference on behalf of Blue Ocean and has spoken at numerous Salesforce customer events.

Entrust uses Copilot, Data Cloud and predictive analytics to:

  • Reduce Critical Incidents
  • Summarize Shift Notes
  • Reduce Attrition
  • Improve Efficiency
  • Enhance Performance Reviews
  • Visibility into task completion
The most important decision you can make it choosing the right partner. The Blue Ocean team took the time to really understand our business and that made all of the difference.
Tilton Reed
CEO at Entrust

BenchSci: Customer Success Story

Strengthening Data Integrity and Customer Support
Streamlining systems to accelerate biomedical research

Data Integrity is the Cornerstone of a Data-Driven Organization

BenchSci uses AI and visual machine learning to build an evidence-backed map of disease biology, accelerating scientific research. To ensure data integrity and exceptional customer experiences, they chose Salesforce as their single source of truth, boosting customer support and engagement.

Painting a Full Customer-Centric Picture to Scale Accordingly

As BenchSci expanded, they faced challenges with fragmented systems, hindering data reconciliation and customer visibility. They sought streamlined support and personalized experiences, prompting the need for a unified platform to capture, track, and address support cases promptly. Inconsistent email deliverability also impacted important communications.

Boosting Support, Communications and UX by Centralizing Customer Data

Blue Ocean CRM collaborated with BenchSci to develop a comprehensive solution, integrating multiple systems into a scalable platform. Salesforce became the single source of truth, enabling real-time customer information, consistent case management messaging, and insights sharing through Salesforce Chatter. Flows and automatic syncing improved marketing communications and segmentation.

A Clear Vision Builds a Clear Path

By adopting Salesforce, BenchSci witnessed substantial improvements in data quality, compliance, and productivity. BenchSci’s partnership with Blue Ocean resulted in synchronized systems, reliable data, enhanced customer engagement, and operational efficiency. Support agents provide seamless experiences using up-to-date information, while marketing gain valuable insights through Salesforce reporting tools.

Salesforce technology fuels BenchSci’s optimized operations, driving innovative contributions to scientific community which shapes a promising future for the biomedical research.

Ali Rizk

Incredible working with Blue Ocean as their team was extremely professional, very helpful and adapted to our needs as a client. They completed all our tasks on time and within budget and really went above and beyond.

Ali Rizk
Senior Manager, Strategic Market Development

Addiction Services

One of Canada’s largest providers of recovery programs and support for substance use disorder and addictions, with over 80 outpatient and inpatient facilities across Canada.

Challenge

  • Legacy systems & processes were creating a poor client experience
  • The intake process was clumsy and was leading to client drop off

Solution

  • Marketing Cloud provided a tailored Lead Journey customized to each client’s specific needs, which included personalized emails from their assigned intake coordinator with dynamic content
  • Health Cloud provided for a seamless intake coordination process that efficiently tracked client contacts, payer details, and family members
  • Form integration allowed prospective clients to express interest through an online form or by phone
  • Einstein Activity Capture enabled the intake and coordination teams to be more efficient and ensure continuity of care with handoffs or attrition

Salesforce Solutions Leveraged

  • Health Cloud
  • Marketing Cloud
  • Ring Central
  • Call Tracking Metrics
  • Einstein Activity Capture

Patient Support Programs

Intake, digitization & document management

A multinational pharmaceutical company with a Canadian entity. They created a new division to support patients requiring speciality kidney treatment and medication.

Challenge

  • They had no systems or processes to support patient intake
  • Forms were paper based and faxes were still not digitized
  • Test results needed to be transcribed and notifications were manual, leading to human error

Solution

  • Health Cloud and forms digitization enabled the intake and coordination processes to be streamlined and avoided human error
  • Integration with McKesson + Experience Cloud provided physicians with test results in a secure portal where they could review & sign off.
    • If results were out of range, patients, McKesson and their care team are all notified and treatment was stopped until an in-person consultation with their physician
  • Intelligent Document Automation, OCR + eFax allowed for digitization of faxes, received directly into Salesforce and related to the appropriate patient records

Med-tech

Enterprise Process Optimization

Our client develops handheld, wireless ultrasound scanners for medical professionals. They sell their ultrasound machines to physicians as well as hospitals in North America.

Challenge

  • Our customer hired a new CSO who realized their sales processes and marketing configuration could not support the growth he had been mandated to bring to the organization
  • Proper hierarchy of accounts with the myriad relationships that physicians can have with healthcare providers was a foundation requirement for sales effectivenes

Solution

  • Physician Referral Management was implemented to better track their sales & marketing efforts, including campaigns and referrals
  • CPQ allowed them to properly configure their quotes and implement complex pricing & discount rules, giving the leadership team more control and better visibility into their pipeline
  • Sales Engagement created a consistent cadence for the reps, ensuring the right messaging was delivered to the key stakeholders at the right time
  • Definitive Healthcare was purchased and integrated to provide the data needed for sales to be effective

Future

  • Marketing Cloud is in the final stages of evaluation to replace Marketo due to cost of maintenance and complex support requirements
  • Data Cloud is being considered for end of fiscal to provide a richer, unified profile of prospective customers

Associations & Membership Management

Scaling, tiering & membership value

Our client a is an organization that represents family physicians across Canada, providing certification, training, continuing medical education , advocacy, policy and standards.

Challenge

  • Legacy applications and databases could no longer support their growing and increasingly complex requirements
  • In order to put the organization on more sure financial footing, solutions were needed to support a tiered membership model
  • Like many organizations, they were facing a requirement to do more with less

Solution

  • Health Cloud & Education Cloud were implemented to replace their legacy systems
  • Experience Cloud supported access for thousands of physicians across the country and allowed for the replacement of their antiquated LMS
  • Marketing Cloud allowed for tailored communication to their members, providing more relevant information and increasing their value proposition
  • Mulesoft was leveraged to integrate a number of disparate systems and provided stability to the growing number of integrated systems.

Aurelia Gloves

Aurelia Gloves is one of Canada’s largest manufacturer and distributor of protective gloves, face masks and other personal protective equipment for consumers and business partners. The Company serves the Canadian marketplace through a facility based near Montreal, QC.

Challenge

Aurelia Gloves had seen a dramatic increase in its sales volumes and a corresponding need to formalize their business processes. This included introducing a marketing automation system, a customer relationship management system and an ERP. In order to reach their sales target while keeping up with the quality of their service, they needed a partner who had a deep understanding of their space and was nimble enough to work with their dynamic processes.
Their current state saw the sales team depending on outdated product sheets to find relevant information. With thousands of products at hand, this manual approach was very time-consuming and costly. In addition, case management was being tracked in emails, and they were using their marketing automation tool as an all-inclusive CRM.

Solution

The Blue Ocean team worked closely with Aurelia Gloves to develop a digital transformation approach to its sales and services teams. Starting with a centralized platform using Sales Cloud, Blue Ocean developed a cohesive approach from Lead, to Opportunity Close, to Case Management. Their marketing automation tool was integrated with Salesforce to manage and follow up on incoming leads, proper lead routing rules developed, record types were created for manufacturers and end Clients.
Service Cloud was implemented to help manage customer service inquiries through various channels such as phone, email, social or live chat. Salesforce’s Configure Price Quote (CPQ) tool was implemented to handle complex quoting & discounting requirements.
Microsoft Business Central ERP was integrated with Salesforce to pass order information from the CRM to the ERP and order-related info, including financials, back to Salesforce. SharePoint was also integrated to bring relevant data into Salesforce at the account level.

The Outcome

Leveraging the power of Sales Cloud, the sales team was able to effectively manage their days and their clients by organizing their tasks, automating the quoting process and following up with new leads generated by their marketing automation tool.
The ERP integration and CPQ configuration ensured that the sales reps always have the latest pricing at hand when speaking with new and existing clients and could turn around approved quotes quickly. With full visibility into ERP information, they no longer need to contact customer service or back end teams to get order or financial information to customers.
With Service Cloud the Aurelia team is able to do more with less. They can communicate with the sales team in context and they have full visibility of account history and order-related information.

Driving Results at Every Stage of the Project

Being able to trust that I’d be up-and-running with the system was paramount and Blue Ocean delivered. They are obviously experts in Salesforce. That combination should make them your choice to develop and implement a Salesforce strategy for your business.
— Dr. Jesse Slade Shantz
Founder at Acumen Clinic

© Blue Ocean CRM Inc.

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