American Physician Institute
Role
Solution Architecture
Development
Support
Configuration
Industry
Medical
Technology
Java, Amazon Web Services, Salesforce.com
parter since October 2016
Community for Continuing Medical Education
about
American Physician Institute provides high-quality continued medical education necessary for practicing physicians in the medical profession. American Physician Institute develops and presents advanced medical education courses in several medical specialties, including Anesthesiology, Emergency Medicine, Family Medicine, Internal Medicine, Surgery, Neurology, Pediatrics, Psychiatry and Sleep Medicine.
key outcomes
Actionable data-driven insights
Customized learning pathways
Community learning engagement
the challenge
American Physician Institute suffered challenges with both their LMS and CRM capabilities. The existing Customer Community needed new functionality, as well as more options for customers to view content. It was not scalable, however, and system limitations made bringing new functionality to market extremely slow. Customer metrics were tracked through multiple different systems, meaning that reporting had to be done manually by combining data from multiple sources in order to get a full view of a customer.
the solution
Synegen assisted American Physician Institute in the initial conversion from their home-grown customer community to the Salesforce Community Cloud and launched the new platform to existing and new customers. The multiple existing systems were consolidated into a single system that would provide a full view of customer data and metrics without requiring manual intervention. Synegen implemented automated business processes throughout the system that would meet API’s business needs and require less manual intervention, as well as reports and dashboards for Management staff and customer service. The management team, along with in-house Salesforce power users, were trained and onboarded.
In addition to implementing the Salesforce Community Cloud to improve American Physician Institute's customer community capabilities, Synegen created enhanced customer functionality integrated with the Salesforce Community Cloud. The enhanced customer functionality included quiz taking options and customer progression tracking. Synegen also developed a mobile app that allowed customers to access Board Review content and quiz functionality from their mobile devices as an additional mode of course material consumption.
In addition to implementing the Salesforce Community Cloud to improve American Physician Institute's customer community capabilities, Synegen created enhanced customer functionality integrated with the Salesforce Community Cloud. The enhanced customer functionality included quiz taking options and customer progression tracking. Synegen also developed a mobile app that allowed customers to access Board Review content and quiz functionality from their mobile devices as an additional mode of course material consumption.
the result
Switching to Salesforce Community Cloud has given Sales and Customer Service a full view of customers, including purchased products, customer service requests, and customer LMS progression. Customers are provided access to dynamically generated certificates which show progression and credit hours earned. They also have new quiz options as well as assistance in preparing for Board Review exams, and they can ask questions to other community members and customer service representatives in the group discussion boards. Many customers utilize the mobile app for viewing and completing course content, which gives them more scheduling flexibility.