Transforming a medical information service NPO's sales and support operations using Salesforce

MedicAlert is a nonprofit organization dedicated to saving lives by providing medical ID services and 24/7 emergency response support. Since 1956, it has enabled first responders and healthcare professionals to access individuals’ critical medical information during emergencies. With millions of members worldwide, the client offers comprehensive health records, personalized medical IDs, and continuous support to ensure safety and peace of mind.

Challenge

How Can We Streamline Sales and Service to Better Support Our Members?

How could the client empower its call center team to deliver faster, more personalized service while boosting sales and customer retention? Despite using Salesforce, their processes were not fully optimized - leading to delays in customer identification, missed upsell opportunities, and inefficiencies in case handling. The organization needed a robust, tailored solution to streamline both sales and service operations and better serve their mission-driven goals.

Strategy

Optimizing Salesforce for Impact

To address the client’s challenges, Techlattice implemented a customized Salesforce solution using the Nonprofit Success Pack (NPSP). Our strategy focused on automating key processes, improving customer service workflows, and enhancing system integration. We introduced an automated sales process for renewals and upsells, integrated invoicing and payment systems, and built a custom product selection interface mirroring the website experience.

Additionally, we implemented CTI for seamless caller identification, automated case escalation for faster resolution, and enhanced analytics using Power BI. By integrating Salesforce Marketing, we also streamlined marketing outreach and improved customer engagement across touchpoints.

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Results

Testing Into Success

The Salesforce implementation led to remarkable improvements in both operational efficiency and customer satisfaction for the client. Streamlined processes enabled call center representatives to respond faster and handle more personalized interactions, directly contributing to stronger customer relationships.