Business Madness: Three Case Studies of Game-Changing Success

Part 2: From Turnovers to Fast Breaks—Optimizing Systems for Seamless Service

In the fast-paced world of customer service, missing a call or losing a case can be the difference between winning and losing customer trust. Procurement Partners, a company dedicated to providing procurement solutions in the healthcare industry, was facing a major challenge - despite having the right technology, their systems weren’t working together. Calls were getting lost, voicemails disappeared, and cases lacked critical information. Frustrated by a previous consulting experience that failed to deliver results, they were hesitant to bring in another partner...but they knew something had to change.

The Challenge: A Broken Playbook

Procurement Partners approached SETGO with a modest request—just 14 hours of consulting. Due to their disappointing experience with a previous consultant, they were understandably hesitant to invest further. But their pain points were clear: despite implementing Salesforce Service Cloud Voice, their system was a mess. Calls weren’t routed properly, voicemails were lost, and records weren’t linked together. They were in the game, but their plays weren’t working.

Like a basketball team struggling to execute, they had all the right players—Salesforce, Service Cloud Voice, and Amazon Connect—but no coordinated strategy. Every missed call and incomplete case was like a turnover, preventing them from delivering the seamless customer service they strived for.

The Diagnosis: Breaking Down the Film

We dove into their system like coaches reviewing game footage, analyzing where things were falling apart. It wasn’t just a few small issues—these were system-wide problems. Their Service Cloud Voice integration with Amazon Connect had been poorly implemented, leading to misdirected calls, frustrated customers, and wasted time. Voicemails weren’t linked to cases, making it impossible for their team to follow up properly. Instead of a smooth workflow, their system felt like a team with no ball movement—disjointed, inefficient, and ineffective.

The Strategy: Rewriting the Playbook

With limited time, we immediately focused on high-impact areas, ensuring we solved their biggest problems first.

Our game plan:

Fix the foundation: In the first 10 hours, we rebuilt the dialer setup, fixed call routing, ensured voicemails were properly tied to records, and fine-tuned the flow. This was our defensive strategy—securing a solid foundation before making offensive plays.
Optimize case management: Like improving a team’s ball movement, we ensured case records were complete and automated key workflows to keep data flowing smoothly. Now, every call and voicemail was automatically linked to the right case, eliminating gaps in follow-ups.
Enhance visibility: We created dashboards to track case response times, helping their team pinpoint inefficiencies and hold themselves accountable. It wasn’t just about playing the game—it was about seeing the full court and making smarter moves.
Upgrade customer feedback tools: Their previous survey tool wasn’t providing the insights they needed. We recommended and integrated a more effective solution, giving them actionable customer feedback without adding unnecessary complexity.
Streamline operations: Over time, their system had accumulated redundancies—like a team with too many point guards and no posts. We performed a system audit, eliminating outdated configurations and simplifying processes to ensure smooth execution.

The Outcome: From Turnovers to Fast Breaks

After implementing these changes, Procurement Partners saw immediate improvements. Calls were properly routed, cases contained all necessary data, and their team had real-time insights to track performance and accountability. Instead of struggling to keep up, they were now running the court and making every play count.

In their final review, Procurement Partners gave us a 5-star rating, highlighting our communication, responsiveness, and ability to help them achieve greater results with their existing systems. Their transformation wasn’t about bringing in a whole new team—it was about fine-tuning their playbook to win with the tools they already had. Like a team syncing up in the final minutes of a game, they now had the confidence and coordination to close out every customer service challenge.

The Bottom Line: Your Game Plan Matters

At SETGO, we know that technology alone doesn’t win the game—it’s the right strategy and execution that drive success. Procurement Partners didn’t need a complete overhaul; they needed a smarter, more streamlined approach. If your systems aren’t working together, you’re not just leaving points off the board—you’re missing opportunities to deliver exceptional service. Let’s build your winning playbook together and turn your challenges into victories.