In today’s Medtech landscape, many companies struggle to manage the volume and variety of cases flowing in daily — from hospitals, distributors, sales reps, and internal teams. These cases touch every function: customer service, logistics, technical support, and even quality.
Key challenges include:
- Siloed systems: Cases raised by customers — whether about delivery delays, backorders, faulty devices, or replenishment processes — are often handled in disconnected tools with no link to CRM or ERP systems.
- Lack of standardization: Service teams manually triage requests, with little automation, prioritization, or visibility for other departments.
- Device-related issues are underreported or lost, leading to compliance risk and missed feedback loops.
- No case traceability across departments: From inventory to finance to commercial, stakeholders lack a full view of resolution progress or trends.
- Limited use of data: Most Medtech companies lack structured reporting on case types, resolution time, or root causes.
As a result, customer satisfaction is impacted, team efficiency drops, and strategic decisions are based on incomplete information.
A Broader View of Case Management
At e-novate, we believe case management is not a back-office function — it’s the connective tissue of the customer experience.
Cases don’t just belong to support teams. They span:
- Customer service: inquiries about orders, delays, invoicing, product availability.
- Replenishment teams: requests to restock consigned inventory, update par levels, or resolve mismatched counts.
- Quality and regulatory: reports about defective or malfunctioning devices that must trigger compliant workflows.
- Commercial teams: requests for product info, urgent support, or procedure coordination.
When handled in silos, these touchpoints create friction. But when centralized and standardized, they form a reliable source of insight, speed, and customer trust.
Our Solution: Flexible Case Management on Salesforce
We’ve built a modular case management system on the Salesforce platform that allows Medtech companies to:
- Capture and route all types of cases — from support to supply chain to sales — in one place.
- Automate assignment rules, SLA tracking, and escalation paths.
- Link every case to accounts, orders, assets, or service contracts, providing full context.
- Configure custom flows for device complaints, stock issues, replenishment requests, or commercial questions.
- Enable real-time dashboards and analytics, helping teams focus on root causes and performance.
Because Salesforce is at the core, every stakeholder — from customer service to field teams — works in the same system, with the same information, in real time.
Results That Scale
By implementing unified case management with e-novate, Medtech companies gain:
- Faster resolution times and fewer missed cases.
- Structured, compliant handling of device complaints.
- Efficient coordination of customer orders and inventory.
- Clear insights into customer pain points and team performance.
- Increased system adoption, with workflows that make sense for every role.
From a delayed shipment to a critical device alert — every case matters. Let’s help you manage them all.
Book a discovery session with e-novate to see how our Salesforce-based platform can streamline every customer interaction and make support a true strategic asset.