RESOURCE CENTRE

Magentus unlocks the power of AI with Data Cloud.

See how Magentus reduced wait times by 60% and turned support into a revenue-generating team.

Time to read: 8 minutes

About the Company

Magentus products and services have been at the forefront of delivering health technology for more than 30 years, offering deep expertise across clinical systems, health informatics, and practice management.

Summary

With a pilot program using AI for tasks like post-call summaries within one customer stream, Magentus has reduced customer wait times by 60%. It is now set to unleash additional efficiencies within the business using Agentforce.

The Challenge

Modernise processes and break down data silos to transform healthcare at scale.

Magentus was formed through the consolidation of leading health tech companies to empower intelligent healthcare for a healthier society. To achieve its goals and accelerate growth, it needed to modernise its ways of working.

The teams selling, implementing, and supporting its practice management software relied on manual processes. They had one system for sales and another for support which created a siloed view of customers and operations.

The implementation team lacked data and automation to manage its workflow, including a growing number of migrations from its desktop solution Genie to its cloud-based solution Gentu.

Magentus viewed AI as the answer to some of its challenges, but needed a safe and secure solution to protect sensitive data.

How Salesforce Helps

Data Cloud provides a pathway to close data silos and enable trusted AI.

With Salesforce, Magentus can unite teams around a single view of the customer. Data Cloud is enriching this view by integrating customer and product information from sources like Databricks into Salesforce. With zero copy integration, there’s no need to move, copy, or reformat the data which saves time and keeps data secure.

Operating in the healthcare industry with strict regulations on handling personally identifiable information (PII), data security is a priority for Magentus and is at the forefront of its decisions surrounding AI.

Zero copy integration and Einstein Trust Layer features like secure data retrieval have been crucial to ensuring compliance and progressing AI use cases.

The first of these use cases leverages generative AI for Service Cloud to create conversation summaries after each support call. The pilot successfully reduced customer wait times by 60% as team members were able to move from one call to the next rather than spending several minutes summarising conversations themselves. The benefits are set to multiply as the capability has now been rolled out to the entire support team to summarise up to 1,000 conversations per week.

Agentforce to improve productivity and elevate customer experiences.

As the business grows and customer expectations rise, Magentus is banking on AI to scale and enhance customer support. With Agentforce, it plans to introduce autonomous agents who can chat with customers using natural language and sophisticated reasoning across its product portals. The agents will be able to answer customers’ questions about their product or account and seamlessly escalate to human service representatives where needed.

Magentus also sees autonomous agents working side-by-side its implementation team to support customers migrating from Genius to Gentu. Agents could respond to customers’ questions and prompt them to complete specific tasks, allowing employees to focus on the technical aspects of migrations. The goal in deploying these agents would be to enable the team to handle more simultaneous projects while reducing the total migration time and enhancing the customer experience.

“With Agentforce and the Einstein Trust Layer, we can build autonomous agents customised to the needs of our business and harness AI without compromising on our security standards. We can also apply the power of AI to improve the experiences of our customers and employees.”

Gavin Slade

Salesforce and Systems Enablement Manager
Magentus

Sales Cloud cuts sales cycle time by over 60%.

While setting to work on its AI journey, Magentus has also harnessed Sales Cloud and Service Cloud to accelerate revenue and support. While the business previously used Sales Cloud, it has optimised its processes to drive adoption by the sales team and cut its sales cycle time in half.

The reduction in sales cycle time has been achieved, in part, by increased visibility of opportunities and what’s needed to move them forward. The sales team can now better see which prospects have received a demo and which have not. They can also better track why some opportunities don’t convert and feed that information back into product development.

Magentus has also turned its support function into a revenue-generating team, assisting the sales team to identify and nurture leads. Equipped with a single view of the customer and freed up from manual tasks like conversation summaries, the team can have better, more productive conversations with customers about their needs.

Salesforce opens up new opportunities in service and engagement.

Magentus is working alongside J4RVIS, its longtime implementation partner, to deploy Agentforce and also extend the benefits of Data Cloud. This will include integrating new sources of data into Salesforce to build out its Customer 360 and elevate the customer experience.

For instance, by integrating data from its ERP, Magentus could better segment audiences and personalise communication with customers and prospects. It could also potentially enable customers to self-serve, further enhancing their experience.

The Salesforce Difference

With Data Cloud and the Einstein Trust Layer, Magentus can safely and securely use AI to scale its business. Agentforce will help the business unlock new efficiencies while delivering exceptional customer experiences.