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success story
Sales Operations Digitization
for the East India’s Leading
Healthcare Company
Crohn’s & Colitis Foundation enables tech innovations with a successful strategic partnership with Coserve for Infrastructure modernization.

The Story

The customer is one of Eastern India's leading multi-specialty healthcare institutions, delivering medical excellence across a network of partner doctors and serving thousands of patients across the region.

With a commitment to both clinical quality and operational modernization, the organization supports communities through specialized care, extensive partnerships, and patient-centered service delivery in an environment where efficiency, and accuracy directly impact lives.

Operating at this scale means managing:

  • Complex field operations across geographies

  • A vast network of partner doctors and specialists

  • High-volume patient inquiries and care coordination

  • Credentialing, compliance, and relationship management

Challenge

When manual processes can't keep pace with healthcare delivery

Healthcare operations require speed, accuracy, and coordination. Yet the systems supporting partnerships and patient engagement were fragmented. Field teams tracked visits in notebooks. Contact centers used disconnected forms. Data lived in silos.

What should have been seamless became friction at every touchpoint.

Key pain points

  • Manual tracking of doctor partnerships and field visits
  • Disconnected patient inquiry management
  • No real-time visibility into partnerships or availability
  • Fragmented reporting across sales and service teams

Transformation

Unifying healthcare operations on a single platform

ComplianceQuest®, a Salesforce Sales Cloud was implemented to connect field operations, partner management, and patient engagement, with Coserve  as the implementation partner.

Together, we delivered a healthcare platform that:

  • Standardized lead capture across phone, web, and field channels

  • Automated inquiry routing based on specialty, geography, and capacity

  • Created Account 360 views with complete partner credentials and history

  • Enabled mobile field planning with Google Maps integration and real-time approvals

Operations stopped being manual. They became strategic and scalable.

Business Outcomes

From fragmented workflows to coordinated care

Impact felt across field teams, contact centers, and leadership. Representatives gained complete partner context on mobile. Patient inquiries reached the right teams instantly. Partnership decisions became data-driven. Scalability came without administrative expansion.

  • Faster response times to patient inquiries

  • Increased field productivity through mobile enablement

  • Proactive partnership development with pipeline visibility

  • Enhanced patient experience through seamless information flow

The result: a platform built not just for today but for healthcare's evolving demands.