SOURCE: Bluewolf

Bluewolf

November 18, 2009 11:14 ET

Sunquest Information Systems Taps Bluewolf to Transform Its Customer Care Process With a Cloud Computing-Based Solution

Sunquest Leverages Salesforce CRM and Force.com for Customer Lifecycle Solution for Its 1400 Hospital and Commercial Laboratory Customers

SAN FRANCISCO, CA--(Marketwire - November 18, 2009) - Sunquest Information Systems, Inc., a market leader in laboratory and diagnostic information systems, tapped agile consulting firm Bluewolf (www.bluewolf.com) to create a Cloud-based solution that covers the full customer lifecycle, from the initial customer order, to implementation to customer care. Leveraging Salesforce CRM and Force.com, Bluewolf moved Sunquest's entire customer lifecycle process to the Cloud in four months, for more than 1400 users. Bluewolf is the leader in agile consulting focused on helping organizations accelerate marketing, sales, and customer care processes by leveraging Cloud Computing technologies.

Bluewolf leveraged Salesforce.com's Service & Support functionality for Sunquest to better manage customer service requests, previously handled by on-premise Siebel software. As part of the Salesforce-based solution, Bluewolf worked with Sunquest to integrate all of its processes into one system, including BigMachines for contracting/quoting service, and QuickArrow for Professional Services Automation. The new solution also helped Sunquest ensure that Sunquest products and services are following established industry and regulatory guidelines enabling Sunquest to deliver solutions that ensure patient safety and eliminate errors from the care process.

At the salesforce.com Dreamforce 09 conference, Sunquest Executive David Post will participate in Bluewolf's panel on "Extreme Makeover: Customer Care Edition" (Wed., Nov. 18th) to share experiences undergoing an extreme makeover of their customer care processes and technology. Salesforce.com's Dreamforce conference will be held at the Moscone Center in San Francisco.

"We leveraged Bluewolf's agile consulting approach to accelerate the development and implementation of our new customer care model within the Cloud," said David Post, Vice President of Customer Operations & Strategic Programs, Sunquest Information Systems. "The result has been a more inter-connected customer community with access to a robust knowledge base and self-service portal, which has enhanced the overall customer experience -- raising the bar in the healthcare industry for customer care."

With the new Cloud-based solution, Sunquest's customer care representatives now have access to comprehensive data on customers, helping them to more easily solve customer cases and provide better customer service. As a result of the new Cloud-based solution, Sunquest Information Systems has improved its process for customer care.

"In our work with Sunquest, we've shown that the Cloud is not just for CRM any more, as this solution covers the entire customer lifecycle, giving Sunquest a total view of its customers -- helping to improve customer service and lower costs," said Jolene Chan, Managing Director, Bluewolf. "Our approach to agile business transformation delivers customers success and helps customers like Sunquest better compete in the 21st century."

In addition, Sunquest customers now have access to a self-service customer portal, called Sunquest Empower, that enables them to troubleshoot solutions, review service requests and more.

"When we launched the portal, an overwhelming number of clients pursued use of it," said Mary Mieure, Director of Client Support Services for Sunquest. "Our results to date include increased utilization of our self-service resources by nearly 10%. As a result, our clients are reporting a significantly improved on-line experience. Our goal is to maximize the benefits for clients via user of both the Salesforce-based Cloud Computing solution and enhanced portal capabilities."

About Sunquest Information Systems, Inc.

Sunquest Information Systems is a global market leader in laboratory and diagnostic information systems. The company develops and markets best-of-suite solutions that improve productivity and enhance revenue through workflow excellence, enable customers to exceed patient safety goals, enhance physician and patient affinity within the community, and position leaders to drive success in the era of predictive and personalized medicine. Sunquest introduced the Five Rights of Laboratory Testing to champion the importance of the laboratory in the safe delivery of healthcare.

About Bluewolf

Bluewolf is a global pack of experts committed to partnering with clients to attain agile business transformation. Only Bluewolf can bring 10 years of best practices to every project and guarantee its success. Bluewolf is distinctly positioned between classic management consultants and breakthrough technical designers -- its world-class portfolio proves its ability to match its agile methodology with unparalleled vision. From demand generation to close, channel strategies to customer care, the company helps clients attain efficient, responsible business performance gaining the label of tomorrow's business standard. Bluewolf clients include Time Warner Cable, ADP, Dow Jones and Company, United Way, Chevron and more. For more information, visit bluewolf.com. To view client success stories, visit bluewolf.com/tv. Join the conversation on Bluewolf Twitter and Bluewolf Facebook group.

Contact Information

  • For more media information, contact:

    Lisa Hendrickson for Bluewolf
    516-767-8390
    Email Contact