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

How Omnipacs Recorded a 50% Increase in Customer Satisfaction With Freshsales

OmniPACS, a New Jersey–based healthcare technology company that provides subscription medical image management, faced fragmented processes: unsafe data/image sharing, no system of record, no sales process, little automation and poor customer context. To address this, OmniPACS adopted Freshworks—deploying Freshsales CRM along with Freshdesk and Freshchat—to centralize customer data, capture leads, and automate onboarding and support.

Freshworks implemented an integrated Freshsales–Freshdesk–Freshchat solution (plus Zapier, Chargify and Gmail integrations), delivering a 360° view of customers, automated workflows, chat-driven lead capture and email onboarding campaigns. The result was dramatic: a reported 70% reduction in sales cycle (from a multi-day/two-week process to about an hour), a 25% increase in revenue and a 50% rise in customer satisfaction, alongside improved operational visibility and lower attrition.

OmniPACS

Kevin Jordan

Co-Founder and Head-Sales & Business Development