Case Study: National Decision Support Company improves customer support and self-service with SMBHD and Salesforce

National Decision Support Company improves support with SMBHD and a 360-degree Salesforce view

National Decision Support Company (NDSC), a healthcare technology organization, struggled to scale its customer support processes which relied heavily on email. This made it difficult to manage support issues and provide self-service resources to its clients and EHR partners. To address this challenge, NDSC partnered with SMBHD to implement a more robust solution using Salesforce's Service Cloud and Community Cloud.

SMBHD implemented a custom Salesforce solution featuring a self-service Partner Portal with a knowledge base and a Service Cloud ticketing system. This provided customers with 24/7 access to articles and the ability to track all case history. The solution automated onboarding and case notifications, resulting in improved productivity due to less manual effort and a better customer experience through self-service capabilities.

National Decision Support Company