Case Study: MDS Medical achieves streamlined customer engagement and self-service support with Magentrix

MDS Medical Engages Customer Community with Self-Service Portal

MDS Medical, a leading Platinum Greenway PrimeSUITE partner, needed a secure, scalable way to deliver time-sensitive content, training and large file sharing to more than 1,000 busy healthcare providers while keeping support costs under control and maintaining HIPAA compliance. Already a Salesforce CRM customer, MDS Medical selected Magentrix to provide an integrated customer portal solution that would connect with Salesforce, protect sensitive data, and let customers submit help tickets and access resources on demand.

Magentrix implemented a role-based, hierarchical portal with field-level permissions, searchable knowledgebase, shared document libraries, video-on-demand and large-file upload capability, eliminating the need for a separate FTP server. The portal reduced MDS Medical’s support caseload through self-service tools, improved marketing penetration by enabling more accurate contact data, and made it easy to launch new initiatives (referral programs, blogs, webinars) and foster provider collaboration on clinical templates — delivering measurable operational efficiencies and faster time-to-market.

MDS Medical

Andrea Schroeder

MDS Medical