Servicing medical devices in Salesforce Sales Cloud
This project demonstrates our commitment to innovation and the delivery of solutions that address the unique needs of businesses.
Project Overview
The objective was to design a mobile-first solution for managing medical devices, covering the full lifecycle from service proposals to invoicing. By leveraging Salesforce Mobile and our custom development expertise, we ensured seamless integration and functionality tailored to the medical industry (please be aware that due to an NDA we have removed and / or replaced some data in the screenshots).
Key Features Delivered
Custom Object for Medical Devices
- Designed to track individual devices.
- Includes fields for maintenance history, service intervals, and device-specific attributes.
Service Proposal Management
- Automated creation of service proposals.
- Approval workflows to ensure compliance and efficiency.
Progress Tracking and servicing via Salesforce mobile app
- Real-time updates on servicing stages.
- Integration with Salesforce Mobile for field technician updates.
Mobile App functionality
- Data Holding Fields and Formulas – Enables engineers to pull last servicing info, report on devices needing work, check the last maintenance date, and automatically populate standard service prices.
- Custom Apex Code and Screen Flows – Recognises potential contracted appointments and prompts engineers to attach them to agreed contracts. It also recognizes device types based on serial numbers, displaying relevant fields to minimize scrolling during service.
- Software Version Recognition – Scans the attached contract to ensure proper logging of services, increasing device coverage and service progress. Errors are handled to allow rectification of incorrect data input.
- Automatically searches for devices listed against a Service Proposal. If a device is recognised, it will be marked as serviced (provided it has passed all checks), and the Service Contract stage will be updated.
Stages and Dashboards
- Service Dashboard – Allows engineers to track site priorities, revenue, and more (screenshot has been edited to show fictional data).
- Shared Calendar – Enables field engineers to check the availability of colleagues if additional help is needed.
- Automated Invoicing – When a contract is fulfilled, it is automatically sent to the finance department for invoicing, appearing on their home page dashboard.
Outcomes Achieved
- Increased Efficiency: Reduced manual intervention through automation.
- Enhanced Data Visibility: Provided stakeholders with actionable insights through dashboards and reports.
- Compliance Assurance: Ensured all records align with regulatory requirements in the medical field.
Customer Feedback
The feedback from Norso Medical has been overwhelmingly positive. They have highlighted the ease of use and the transformative impact on their operations.
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