The Client
A leader in eye care, this company provides custom contact lenses that gently reshape the cornea while the patient sleeps. This technology allows children to correct their vision without surgery and is particularly effective for nearsightedness.
To meet high demand from eye care professionals worldwide, their system must support both manual and bulk entry for thousands of orders daily.
The Challenge
Having parted ways with their previous IT team, the company sought a partner capable of delivering high-level solutions tailored to their challenges.
Order processing was at the top of the list. Their clients—eye care professionals—needed a reliable way to place orders and receive the custom-made lenses their patients required. Each contact lens is made to specific measurements, meaning their system had to handle unique data for each patient and perform complex calculations accurately.
When their Salesforce-based order processing system made errors or even crashed, client satisfaction was at risk—especially during busy seasons. Even when the system was running properly, it wasn’t fully optimized for customer service. Team members had to navigate between different sections to assist clients, creating confusion and inefficiencies.
The Solution
We leveraged our Salesforce expertise and deep knowledge of order processing to optimize the system, ensuring a more dependable, error-free experience. By correcting calculation issues, we greatly reduced the technical roadblocks that were disrupting order accuracy.
We also refined the system’s workflow. In addition to gathering direct feedback from the company’s team, we sat in on their order intake calls, listened to the flow and format they typically followed, and redesigned the system to simplify the process.
Our contributions extended beyond technical skills. Our expert project managers also employed agile methodologies (including the Scrum framework) and tools like Atlassian Jira to ensure continuous progress via a collaborative feedback loop:
- Creating a solution blueprint
- Refining it with client feedback
- Developing and implementing the solution
- Conducting live demos for the team
- Allowing them to test the solution in their real process
- Collecting feedback for further enhancements
The Transformation
Today, the company’s order processing system is faster, more accurate, and better optimized for both their team members and clients.
We continue to maintain and upgrade their order processing capabilities in Salesforce. As they grow, we take the unique order processing systems that each new group brings to the table and integrate those capabilities into their Salesforce environment.
With a partnership now spanning multiple years, we regularly enhance their system and receive positive feedback for our innovative solutions that make their operations more efficient and streamlined.
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