Informing Hospital Growth and Revenue Goals for ISI With Tableau CRM
ISI develops, manufactures, and markets the da Vinci Surgical System, which is designed to improve clinical outcomes of patients through minimally invasive surgery. However, hospitals and IDNs are often challenged with understanding how investments in robotics can influence hospital growth and revenue goals.
ISI needed to improve their client satisfaction with hospitals and networks of hospitals (i.e., Integrated Delivery Networks) — particularly surgeons and hospital executives. In order to see higher CSAT scores, they needed to be able to prove value following a sale.
Historically, there had been an impression that after installation, hospitals were largely on their own to extract value. Business Alignment Meeting (BAM) conversations with ISI generally led to the conclusion that the hospital should buy more robots or train more surgeons.
In order to drive customer ROI for ISI, Atrium made information central, accessible, and actionable with Tableau CRM (formerly Einstein Analytics) and Salesforce Sales Cloud. To date, 38 customer-facing, brand compliant dashboards are populated with data captured in Salesforce, ISI EDW, and third parties.
We consolidated information into Tableau CRM, allowing reps to perform custom what-if analysis inside of Salesforce and see real-time results by updating metrics before meeting with hospital executives. Reps can also generate slides from within Salesforce of the dashboards they would like to use in their BAM meetings, resulting in redefining the BAM meeting to focus on customer outcomes and drive action plans on both sides. Essentially, the BAM will result in a tailored business case for the hospital based on outcomes and related measures.
Salesforce Sales Cloud
Thanks to the advent of Tableau CRM, ISI has completely revamped the way they conduct business with their customers by directing conversations toward customer goals and tracking outcomes. Clinical sales teams can quickly and thoroughly prepare value statements for hospital/IDN CEO-level meetings — all specific to their market, competitive landscape, and business objectives.
About Intuitive Surgical, Inc.
Intuitive Surgical, Inc. is an American corporation that develops, manufactures, and markets robotic products designed to improve clinical outcomes of patients through minimally invasive surgery, most notably with the da Vinci Surgical System. For 25 years, ISI has sought to deeply understand the needs of healthcare providers to fuel innovations that can help enable better outcomes.
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