zPaper helps healthcare organizations bridge the gap between traditional and digital channels while connecting documents to the 360-degree view of patients in Salesforce. zPaper had a Support Department that they wanted to grow into the Success Department. The support manager wanted to have clear communication channels with the customers, and transform from being doing reactive support into proactive customer success.
They wanted to set up the Customer Success department that can grow, but being a small team ensures that CSMs are always available when the customer wanted them.
The key challenges were:
In 2005, zPaper was established initially as ‘Knowledge Bin’ in Atlanta, GA. This initial development was centered around creating document management software solutions for businesses that still utilized fax as their primary outlet.
When cloud-based computing started evolving, the company transformed into ‘zPaper’ in 2011, expanding its focus to offer the clients the ability to manage documents and information in a single location.
zPaper differentiates from other document management systems in many ways. They have a HIPAA compliant cloud that stores all faxes and is critical to Healthcare and Life Sciences businesses. zPaper helps streamline with the essential exchange of patient documentation and data across channels. The patient intake process is transformed by automating the business processes for each document journey, providing agents, referral coordinators, and intake specialists more time to focus on their most important tasks.
Bolt Today was first engaged to complete the AWS Connect setup as the cloud telephone system for the company.
Post that, Bolt Today demonstrated the capabilities to help Allison transform their Support into Success Department by:
The solution that Bolt Today built can easily be re-used if zPaper decides to Implement the Salesforce service cloud Intelligent Voice.
Transform Support into Customer Success screen shots: