Case Study: Leading Drug Manufacturing Company enhances customer engagement with Excellarate

Salesforce Customization Enhances Customer Experience for Pharmaceutical Manufacturer

Leading Drug Manufacturing Company, a leading drug manufacturer, wanted to improve customer support and engagement for its flagship insulin product. Using Salesforce Sales Cloud and Marketing Cloud, the company was tracking basic interactions and running simple marketing automation, but needed more intuitive functionality—especially embedded email and SMS capabilities—to better support patients and customers. Excellarate was brought in as the Salesforce partner to help expand these tools.

Excellarate configured and embedded email and SMS functionality into Salesforce Sales Cloud and Marketing Cloud, while also integrating Einstein Analytics and third-party tools such as Wyng, WP Forms, and Appreciation Engine through Dell Boomi and a range of Salesforce technologies. The result was a simpler, more effective customer experience that increased engagement and generated richer data at higher volumes, helping turn Salesforce into a strategic asset for future sales, marketing, and support improvements.