Diasorin optimizes customer service management with Salesforce and Atlantic Technologies

The Project

Diasorin, a global leader in laboratory diagnostics, chose Atlantic Technologies as its technology partner to optimize the service processes.

The need to improve the efficiency of service management—both remote and on-site—led the company to embark on a digital transformation journey aimed at boosting operational effectiveness and the quality of service delivered to customers worldwide.

Through a careful analysis of Diasorin processes, Atlantic identified Salesforce Service Cloud as the best solution to meet the company’s needs.

The solution was integrated with Sales Cloud, already in use at Diasorin, creating a unified ecosystem that allowed for the harmonization of data across sales and service departments. Additionally, the adopted solution is fully compliant with FDA regulatory requirements for medical device management.

Benefits

The implementation of Salesforce Service and Field Service has been completed in all countries where Diasorin operates, delivering numerous benefits:

• 360-degree customer view: all relevant customer information—including profiles, request history, and service interventions—is now centralized on a single platform.

• Increased operational efficiency: the time required to resolve customer requests has been significantly reduced thanks to quick and comprehensive access to the necessary information.

• optimized field service management: the field service team can efficiently handle on-site interventions while on the move.

• Improved collaboration: the platform has facilitated better collaboration between service and sales teams, enhancing communication and process management.