Founded nine years ago, our client is dedicated to solving one of the most painful medical challenges – kidney stone treatment. With approximately 10% of adult Americans affected by this condition and annual treatment costs projected to exceed $4.1 billion by 2030, the company set out with a clear mission: to deliver innovative, effective and accessible solutions for both patients and healthcare providers.

While the client had developed advanced medical equipment to address the problem, delivering it efficiently required more than medical technology. Their operations were hindered by complex systems and disconnected data across departments:

• Sales, Training, Service, Legal and Market Access teams each worked within siloed systems.
• Legal and Finance struggled with disconnected rebate tracking, contract management and pricing agreements with hospitals and insurers.
• Customer Service lacked visibility and efficiency, relying on Outlook emails and mobile apps for communication.

This fragmented setup led to inefficiencies, limited cross-department visibility and an inconsistent customer experience. Combined with stringent regulatory requirements and rapid company growth, the organization was on a fast track toward operational chaos.

To unify operations and create a single source of truth, KeyNode team implemented a Salesforce – NetSuite integration using Celigo. While the integration was one of the many things we did for this client, we ultimately made Salesforce their central hub as well as the implementation of additional apps (both custom and managed).

Key enhancements included:

• Custom Salesforce App for Market Access: Streamlined onboarding and training for hospital finance teams, powered by seamless data flow from NetSuite.
• Conga Contract Management Integration: Replaced unstructured SharePoint files, allowing the Legal team to automate contract creation, pricing agreements and renewal reminders.
• 8×8 Call Centre Integration: Enabled true case management for Customer Service, providing a shared view of all customer interactions and improving response efficiency.

The transformation delivered measurable improvements across all departments:

• Sales Team gained end-to-end visibility from initial contact through to implementation.
• Legal Deparment uses automated contract management, saving time and reducing risk.
• Customer Service achieved full case management capability, cutting manual effort and improving customer satisfaction.
• Market Access eliminated reliance on spreadsheets, simplifying and automating reporting and rebate processes.
• Customers experienced a smoother journey from initial purchase through commissioning, training and support.

• Salesforce Sales Cloud
• Salesforce Service Cloud
• NetSuite Integration (Celigo)
• Conga Contract Management
• 8×8 Call Centre Integration

To learn more about how KeyNode Solutions can help you, please call us at 1-858-215-5371 or email hello@keynodesolutions.com today!