"Highland is the reason why 

we’ve been able to get the 

most out of our

SugarCRM implementation."

KATE STANDA

SALES OPERATIONS MANAGER

UNIVERSAL HOSPITAL SERVICES

Partner 

with Us

TALK TO JOHN

The Challenge

The Process

Nurses can lose up to a half hour or more every shift looking for hard-to-find medical equipment. Universal Hospital Services is on a mission to change that. 

Universal Hospital Services (UHS) supplies hospitals with the tools they need to provide excellent care. Their goal is to help hospitals reduce wasted time and money spent ordering, maintaining, and organizing medical equipment so that health care professionals can spend more time with their patients.

UHS came to SugarCRM and Highland Solutions in 2013 with a challenge: they needed to introduce a robust CRM for the first time in the organization's history. This would mean mapping out the $500 million company's complex sales process, automating sales and marketing workflows, migrating 50,000+ accounts into the database, and training their national sales team to use the new tool.

After successfully designing, developing, and deploying the initial SugarCRM solution, Highland and UHS have continued to partner together. As UHS continues to grow, they've relied on the flexibility of SugarCRM to adapt the technology to the needs of their business.

BUILDING SOPHISTICATION FROM SCRATCH

CUSTOMIZATION & INTEGRATIONS

As UHS continues to grow, they trust that the SugarCRM platform can grow along with their business. They recently developed CRM-embedded Strategic Account Plans, which show how much share of wallet UHS has within their clients and prospects, identify names of key stakeholders within the account, and help sales reps identify who can assist them in the deal. 

UHS has integrated numerous systems into their CRM, including the following:

  • Sales incentive tool
  • Marketing automation platform
  • HR system
  • Back-end ERP 
  • Third-party healthcare data intelligence 

EMPOWERING SALES TEAMS & WINNING NEW BUSINESS WITH SUGARCRM

Working with universal hospital services to implement and mature their crm

HUMAN-CENTERED CRM

Highland worked with UHS to understand and document their complex sales process. Because UHS had been working without a CRM, there was a lack of prospect and opportunity tracking across the organization. Their customized SugarCRM solution was designed to accommodate sales and marketing workflows, complicated parent-child account record relationships, and integrations with UHS internal systems. 

Once the CRM was built, Highland and UHS worked together to train their nation-wide sales team on the new tool. By customizing their SugarCRM solution to meet their teams' needs, UHS was able to eliminate manual tasks, consolidate and simplify data, and increase their sales representatives' mobility and flexibility.

CRM SERVICES PROVIDED

  • Design & Strategy Consulting
  • Implementation Facilitation 
  • Business Tool Integration (including ERP, marketing automation, etc.) 
  • Data Migration & Production Support
  • Staff Training
  • Upgrade Support

Highland Solutions is a customer experience firm focused on CX strategy, custom software development, and CRM implementation. We help innovative leaders thrive in the experience economy by helping them understand their customers and take smart risks.

John Chlopek

SugarCRM Practice Lead

Highland Solutions

"In my mind Highland is a whole services company: product development, custom development, and CRM integration.  Working with SugarCRM and Highland allowed us to create our in-house sales system, and the impact has been huge. We have a better pipeline and better customer relationships because sales representatives have better information." 

UHS cares deeply about the healthcare professionals who use their products, and are continually doing research at hospitals to see how they can better serve their customers. 

This information is fed back into the CRM, where it becomes a part of sales materials that representatives can use to speak to their buyer's unique needs. Different personas are identified within the CRM so that UHS can deliver a customer-centric experience for decision-makers - including supply chain, nursing, and clinical engineering personas. 

The combination of on-the-ground research and customer-centric personas ensures that UHS's sales team is equipped with the right materials for the right audience at the right point in the sales cycle. 


KATE STANDA

SALES OPERATIONS MANAGER

UNIVERSAL HOSPITAL SERVICES

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