Client Success Story - Global CRM leads to improved CX for medical devices manufacturer

Client Success

Global medical device manufacturer improves patient service with a holistic view of the customer

Persistent’s leadership in Salesforce Cloud implementation lent expertise, speed and industry know-how to the top pediatric medical devices manufacturer. Together, Persistent & Salesforce set up a CRM serving 18 global markets for the client, thereby allowing greater customer satisfaction & loyalty.


The client required an improvement in customer experience, sales effectiveness and marketing processes on a global scale. This meant quick integration of all data onto one platform and ensuring that the customer experience is consistent no matter the location. It was clear that this challenge was perfectly suited for Salesforce, the world’s #1 CRM, and Persistent Systems, a partner and a leading provider of cloud implementation services.

The main asks of the project were gaining client loyalty, increasing customer satisfaction, creating a global overview of customer needs and ensuring that the system delivered abides by strict compliance protocols.


Persistent stepped in to implement the following expert designed solutions, all delivered on-time and within budget,

  • Salesforce “greenfield” multi-cloud solution deployed to all 18 markets
  • Integrated CRM with several ERP systems for Customer Master, Products, Real-Time Pricing, Order Entry, and Complaint Handling
  • Assigned 2 parallel deployment teams to rapidly roll-out timeline and products
Impact of the solution delivered by Persistent


Global markets served


Empowered 700 users across the company


Client assigned 2 parallel deployment teams for rapid roll-out timeline


Persistent rapidly empowered global teams and provided the following –

  • A single, mobile-ready, holistic view of the customer to Sales, Service and Marketing teams ​
  • A global CRM template​ based on best-practices for all markets
  • Salesforce Sales Cloud​ & Service Cloud​ implementation expertise
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