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Elevating the service experience through automation for india’s largest syringe infusion pumps maker

India’s largest syringe infusion pumps manufacturer is growing rapidly. As they diversify their product offerings, the company recognized the need for a robust software platform to streamline service and ticketing operations, enabling efficient data management and seamless integration with Salesforce CRM infrastructure. 

07 Feb 2024 | 2
Elevating the service experience through automation for india’s largest syringe infusion pumps maker

Challenges faced by the client:

    • Different access for different user levels for managing service requests.
    • Automated flow to update record and calculating installed product.
    • Record generating into report pdf for Product Installation, complaints, AMC/CAMC quotation, In-house.
    • Digital signature.
    • Automated flow to send the report pdf functionalities to user based on the record in email.

Streamlined Service with Simple Validations and Automated SLA Assignments implemented:

The implemented solutions streamlined service operations and prioritized with cutting-edge module implementation and real-time alert visualizations.

Streamlined Service requests:

  • The service center module implemented simplifies request management with intuitive validations, ensuring data accuracy and efficiency.
  • Simple validations within the service center module guide users to provide complete and accurate information, fostering a foundation of reliable data.

Efficiency and Speed:

  • Instantaneous client-technician matching based on pre-defined service level agreements (SLAs) eliminates manual effort and delays.
  • Implemented algorithms ensure optimal support assignments based on client needs and technician expertise.

Prioritized Visibility:

  • Visually striking dashboards instantly capture attention for urgent requests, ensuring timely prioritization.
  • Faster response times and first-call resolution rates due to efficient and targeted support allocation.

Time Saving and Effective:

  • Achieved optimal service outcomes with reduced efforts and time involved, optimizing operational costs.
  • Streamlined processes decreased manual effort, and improved efficiency leading to significant cost savings.

Simplified Service Cloud Management and 360 Degree View on Service Tickets:

  • Navigate service requests with ease through a user-friendly and efficient ticketing system.
  • Gained a complete picture of every service request, from inception to resolution, with comprehensive data.

Secure User Access and Ticket Management:

  • Ensured data security and efficient task allocation with a transparent and secure ticketing system.
  • Eliminated manual scheduling and prioritizes workloads seamlessly improving response times and customer satisfaction.


Struggling with service overload as they surged ahead, India’s top syringe pump manufacturer, found their answers in a customized Salesforce solution. This powerful tool streamlined workflows, gave them a clear view of their data, and automated tedious tasks. This delivered significant improvements in efficiency, cost-effectiveness, and customer satisfaction. As they continue to expand their product portfolio, the newly streamlined service management system provides a robust foundation for their future endeavors.

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