How a Medical Device Company Modernized Sales, Service, and Operations With a Fully Connected Salesforce Platform

A fast-growing medical device organization needed to replace outdated systems and streamline complex workflows involving insurance verification, billing, fulfillment, and field sales. Blackmore delivered a full digital transformation - migrating them from ACT to Salesforce and integrating every part of their customer and operational lifecycle into a single, intelligent platform.

Healthcare & Life Sciences

Industry: Medical Device / Healthcare Products Used: Sales Cloud, Service Cloud, Experience Cloud, Salesforce Maps, Document Generation, Custom Development, Accounting Seed

Challenge

The company relied on ACT and multiple disconnected tools to manage patient intake, insurance verification, billing codes, and device orders. This created significant inefficiencies: intake forms were manual, insurance checks required third-party follow-up, and medical coding workflows were error-prone. Their manufacturing ERP was isolated, meaning device availability and order status weren’t visible to sales or service teams.

Shipping processes added another layer of complexity - fulfillment teams lacked real-time updates, and tracking information had to be sent manually. Meanwhile, the regional sales team operated without territory insights or map-based visibility, limiting their ability to plan and grow their markets effectively. With so many critical workflows stuck in siloed systems, scaling their business became increasingly difficult.

Solution

Blackmore replaced ACT with Salesforce and built an end-to-end platform that supports every step of the company’s operations. We implemented a custom intake flow in Salesforce that manages patient onboarding, insurance verification, and medical coding - automated and aligned with compliance requirements. Service Cloud became the central hub for all support and follow-up, while Experience Cloud provided a secure portal for customers and partners to submit information and track requests.

We integrated Salesforce with their ERP to sync device availability, order details, and manufacturing updates. Zenkraft was deployed to automate shipping, tracking, and notifications. Salesforce Maps empowered regional sales reps with geo-based insights, territory planning, and visit optimization. Document generation streamlined patient forms, device agreements, and insurance documentation—ensuring accuracy and professionalism at scale. Accounting Seed brought financial operations into the same ecosystem, connecting revenue, billing, and reporting.

Impact

With Salesforce as their operational backbone, the company gained full visibility across sales, service, manufacturing, and shipping. Intake and insurance processes became significantly faster and more accurate, reducing delays and improving patient experience. Automated coding and clearinghouse integrations strengthened compliance and reduced rework.

Sales reps now use Salesforce Maps to plan visits strategically and grow their territories, while fulfillment teams rely on real-time updates for manufacturing and shipping. The integration with Accounting Seed created a complete quote-to-cash process tied directly to device delivery and billing. The result: a streamlined, scalable, and compliant system that supports rapid growth, improves service quality, and enhances operational efficiency across the entire organization.