Streamlining MedTech Operations:
How Next Consult’s Business Knowledge Made The Difference in Intermedica’s Salesforce Implementation
Intermedica is a leading healthcare improvement company based in Sofia, Bulgaria, with a strong presence across the region. Specializing in the distribution of medical equipment and consumables, Intermedica collaborates with some of the most innovative and significant manufacturers in the industry. The company has established itself as a preferred partner for over 270 healthcare institutions, helping them deliver better patient care while improving efficiency and optimizing costs.
Challenges
As Intermedica expanded its operations, the company faced several challenges. With a growing workforce of over 80 employees and 13 business divisions, managing customer expectations and ensuring high service quality became increasingly complex. Intermedica needed a robust Customer Relationship Management (CRM) system to achieve a 360-degree view of their customers, streamline their sales and customer service processes, and maintain service excellence.
Choosing Salesforce
Intermedica decided to implement Salesforce in 2017, recognizing it as the leading CRM product even at that time. The platform's scalability and comprehensive modules allowed Intermedica to quickly adapt and launch their system, which was crucial for their dynamic and evolving business needs. Georgi Trenkov, Chief Operations Officer at Intermedica, reflected on their decision:
Chief Operations Officer at Intermedica
"Working with Salesforce since 2017 was an easy choice—the platform was the leading CRM product even then. Our clients have very high demands and expectations, and we need to ensure perfect quality. We strive to achieve a 360-degree customer view—from sales to customer service."
Partnering with Next Consult
According to Trenkov, Intermedica selected Next Consult as their integration partner due to their exceptional professionalism and strong business acumen. Next Consult's approach involved challenging Intermedica's initial ideas with relevant business questions, ensuring that the implementation was tailored to their specific needs.
Trenkov praised Next Consult for their effective project management and commitment to adding value:
"What we like most about Next Consult is their highly developed business thinking and logic, which they apply in projects. They challenge our requests with relevant business questions, leading us to rethink and select the best solutions for our business. They also have very good project management—extremely consistent and timely."
Innovation and Future Plans
Innovation remains a cornerstone of Intermedica's strategy. They are committed to working with innovative manufacturers and hiring tech-savvy employees. Digitalization plays a significant role in their processes, and they are exploring advanced technological solutions, including artificial intelligence (AI).
Intermedica is currently investigating ways to enhance their technical service and defect management using AI. By leveraging data and knowledge collected over the years, they aim to reduce parts delivery time and improve search efficiency through user manuals.
Selecting the right CRM software will provide your business huge benefits in various areas and significantly enhance your business growth. Reach out to Next Consult as your trustworthy partner in selecting the best solution to achieve your business goals, whether you want to generate more leads, improve customer service or boost deal closures.
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