Case Study: RXNT streamlines customer support and CRM with BrainSell Technologies

How They Adopted Omnichannel Technologies & Established an Air-Tight Customer Support Protocol

RXNT, a provider of healthcare software, faced challenges with an expensive and overly complex Salesforce CRM that did not align with their company size and budget. They also lacked a formal customer support protocol. Partnering with vendor BrainSell, they sought a more suitable CRM and a solution to structure their client support.

BrainSell implemented SugarCRM for its affordability and functionality, transforming it into a company-wide data tool. They also implemented Zendesk to establish an omnichannel support system, integrating it with their other platforms. The results were substantial: RXNT now closes 575-600 support tickets per week with a 90% customer satisfaction rate, a streamlined process, and dramatically improved response times, enabling them to become a more proactive and support-centric organization.

RXNT

Brad Estes

Executive VP of Operations