Project Description

Mentice Case Study

About Mentice

Innovative endovascular training solutions for simulating neurovascular, peripheral vascular, and cardiovascular procedures for interventional radiologists 

The Challenge: Find a solution for Disparate Platforms

  • Mentice was running two different platforms for the US and international Service teams. Both Salesforce and ZenDesk had been deployed for a few years but were causing issues as the business was growing. 
  • Mentice and the customer service team needed to expand capabilities, especially in the area of self service.  
  • Ability to grow with the platform was the real goal and something ZenDesk couldn’t provide.  

The Solution: Sales and Service in a Single System

  • Service Cloud and migrating away from ZenDesk  
  • Deployment of Knowledge and Communities was the best option.  
  • Convert all case data and case processes from ZenDesk to Salesforce  

The Results: Exceptional Customer Service

  • Salesforce now is a central access point for the Mentice global support team on one unified system.  
  • Visibility into cases and customer issues has resulted in a much-improved operating process. 
  • Ability to expand features and support options are targeted for later in 2019. 
Mentice

HIGHLIGHTS

Location
Sweden – HQ, Chicago, IL, US – HQ

Industry
Healthcare Training Technology

Competitor
Zen Desk

Products Used
Salesforce Communities
– Salesforce1 Platform