Circle CVI wins and retains more customers

Cardiovascular imaging (CVI) helps medical professionals detect heart disease and other conditions, so they can diagnose patients, provide the right treatments, and increase survival rates.

Circle CVI is a global leader in the field of cardiovascular imaging, with millions of exams processed every day using Circle CVI’s multi-modality cardiac imaging reading and reporting solutions - cvi42 - powered by AI. Circle CVI works with hospitals and clinics in more than 80 countries, leveraging innovation to improve patient care and enable healthier lives for us all. cvi42 is used in nine of the top 10 hospitals in the world.

To grow the business, teams must prioritize customer engagement.

Working with the world’s leading healthcare institutions is a privilege, but also a challenge. Circle CVI’s customers have high expectations and are under massive pressure, with strains on budgets and resources and growing demand for their services.

As a category leader, Circle CVI works with the foremost professionals in the industry to help them address these issues with new solutions that offer greater efficiency. To continue working with such prestigious customers, Circle CVI must prioritize customer engagement.

Centralized information and automation supports 30% year-on-year growth.

With increasing demand for its solutions, Circle CVI is experiencing 30% year-on-year growth. To support this expansion and ensure customers continue to receive the level of service they expect, the company automated its processes with Salesforce.

Circle CVI uses Salesforce to ensure every interaction - from first contact to ongoing medical education - is a great experience.

With Salesforce, Circle CVI has centralized information and implemented seamless workflows across the entire customer journey. This includes capturing and scoring leads, managing opportunities, and automating notifications when a sale is complete - for finance to invoice and support teams to start installation. Once an installation is completed, the company also sends out customer surveys via the platform to easily capture and analyze results.

Sales Cloud metrics help the company track performance in real time, identify opportunities for improvement, and design future strategies. Circle CVI is also combining internal data with external sources and then using analytics and AI to spot industry trends. For example, by comparing data on which hospitals perform the most cardiovascular exams with sales data, it has wider context to better understand opportunities, where it might be able to upsell, and improve forecasting.

Sales can send quotes in just 3 clicks.

With Salesforce CPQ, in just three button-clicks, sales teams can now automatically create a quote to send to the customer. With the quote details tracked centrally, the platform auto-creates renewals and adds them to the forecast, while sending all relevant information to Sage for the finance team.

Online partner community helps business partnerships grow 50%.

Circle CVI’s business partnerships are growing by 50% every year, making them increasingly important to the company’s success.

To ensure Circle CVI and its partners can collaborate effectively and provide a consistent experience to customers, the company has created an online partner community with Experience Cloud. Via the portal, users can view joint opportunities, track and assign installations, and keep abreast of progress with customers.

Customer focus results in retention levels of >90%.

The company has only just added marketing capabilities to its business platform, but is already gaining a greater understanding of the ROI of its marketing efforts with the solution. The marketing team is also planning to automatically nurture and score leads, which will help prioritize sales efforts, inform conversations, and ensure the right content is sent to contacts.

Thanks to Circle CVI’s customer focus, which has been strengthened by its digital transformation, the company’s NPS score is twice the industry average and it has retention levels of more than 90%.

With Salesforce, Circle CVI has automated processes and digitalized customer and partner engagement, which is essential in today’s industry.