Implementation of a customer relationship and service management system at the MDG Company

The MDG medical company develops and implements systems for the computerization of medicines distribution and medicines stock management, designed for hospitals of all sizes, from 25 and up to hundreds of beds. The company’s target markets are the United States, as well as England, Holland, Germany and Israel.

The company operates a development and production center in Israel, and has a marketing and sales division in the United States. MDG wanted to fully computerize the process of customer relationship, beginning with the creation of leads through a call center, transforming leads into an opportunity by a field agent, delivering of a price quote, negotiations management and closing a deal, fast transfer of customer details to the implementation department, managing the contacts with the customer throughout the implementation process, and up to transferring the responsibility for handling the customer to the service department, including customer resources management and events management. Additionally, they wanted to be able to share all this information with the development staff in Israel.

The applied solution allows marketing campaigns management, managing sales processes and transferring them to the project manager. The system manages event reports during assimilation, and when the customer is transferred to production, the service people take over the management of support and events.

Ofer Tzadik, vice president of production and customer management in the company, indicated that the system provides the company with information that was not available in the past. The availability of this information strengthens the level of control by the company management, and provides a basis to decision making based on richer information; improvement of development processes, sales planning, resources planning, earnings planning, quality management, decisions concerning the launching of new hardware and software versions, and more. In addition, the system reduces the time that is required for the assimilation processes at the customer, which contributes to customer satisfaction and increases earnings.