Case Study: OmniPACS achieves 50% increase in customer satisfaction with Freshsales

How OmniPACS recorded a 50% increase in customer satisfaction with Freshsales

OmniPACS, a New Jersey–based healthcare technology company that provides subscription-based medical image management on AWS, faced a fragmented sales process: no system of record, no automation, little customer context and heavy reliance on spreadsheets. To address these gaps OmniPACS adopted Freshsales (alongside Freshdesk and Freshchat), integrating CRM, chat and support to centralize customer data and automate outreach.

Freshsales was implemented with integrations (Freshdesk, Freshchat, Zapier, Chargify, Gmail) plus workflows, marketing automation and the mobile app to capture leads, onboard users and route support. As a result OmniPACS cut its sales cycle by ~70% (from about two weeks to roughly an hour), grew revenue by 25%, increased customer satisfaction by 50%, improved onboarding (welcome email campaigns) and gained visibility into 12 million studies and 1,000+ providers — outcomes the team attributes directly to Freshsales.

OmniPACS

Kevin Jordan

Co-Founder and Head-Sales & Business Development