Customer Snapshot: Biosite Incorporated

Diagnostic firm chose Pivotal CRM to help it be more proactive in the way it manages its customers across the entire organization.

A research based medical diagnostic company, headquartered in San Diego, CA, Biosite Incorporated provides novel, rapid, medical diagnostics that improve a physician's ability to diagnose debilitating and life-threatening diseases.

Challenges

  • Ease of use
  • Ensure scalability
  • Improve call-handling efficiency
  • Improve Customer Service
  • Increase operational efficiencies
  • Increased flexibility and accuracy
  • Requirement to add functionality

Results

  • Better collection and tracking of sales data allows Biosite representatives to plan and respond more efficiently
  • Better metrics regarding the types of calls received can now be tracked back to the individual product or product families they are related to
  • More comprehensive view of customers provides important learning as to who their customers are and what they need