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Case Study

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Making Payments Simple in Salesforce CPQ

See how Chargent helped Ideal Image simplify operations inside of Salesforce CPQ, and became part of a new, more efficient IT stack. Crissy Delaney, Director of IT Transformation for Ideal Image, walks us through all the details on how Ideal Image is taking the medical spa business to new levels.


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Presenter:

Crissy Delaney, Director of IT Transformation, Ideal Image

CRISSY DELANEY: Thanks for having us. We’re thrilled to be here.

So, what I'm going to take you guys through is a quick intro of Ideal Image. We’re going to go through our Salesforce journey, why did we look to shift, a little bit about our evaluation process, our implementation phases, why we chose Chargent, and a little bit about our results.

So, a little bit about Ideal Image. We’re the leading provider in non-invasive cosmetic procedures, so things like laser hair removal, Botox, CoolSculpting, etc. All of our services are led by medically trained providers, so it’s really a differentiator in this space to bring that level of qualification to the procedures.

We have over 1,200 users in Salesforce across our over 135 locations, and we’re growing, so both corporate centers and franchise centers in the U.S. and in Canada.

So, we wanted to talk a little bit about our path from Ideal Office, which is our legacy system, to what we've branded as our Salesforce platform called Ideal Office Next Generation. So, you can see our logo there, “Powered by Salesforce.”

So, phase one, just so you can get a better sense, built on Service Cloud. For the call center, we used Pardot for our email marketing, Olark, I mentioned, SMS-Magic, and then ShoreTel for our call center reps so they could quickly use the click-to-call and the screen pops to answer the phone. And then Informatica for our data migration.

And then for phase two, replacing Ideal Office completely, we added in the calendaring features, so visualization through Calendar Anything, our quoting tool using CPQ, we get our e-signature from DocuSign, our document generation from Drawloop, and then of course Chargent for all of our payment processing.

So, let's talk a little bit about Chargent. Here’s our from/to slide, really a great implementation, and we highly recommend Chargent as a partner.

So, here’s where we were from those manual processes. We had about 10,000 guests on a monthly billing cycle using PayPal in their billing frequency. But because it was a batch nightly job, we would miss that opportunity to capture some of those sales and capture some of those payments, which also caused some confusion and some irritation from some of our centers. So, being able to move to something more real-time has really made a big difference for us.

And we were disconnected. So, 67 different business entities had their own bank accounts doing their processing with PayPal. So, we were able to move that again into the cloud using Chargent.

So, we’ve got an easy Salesforce implementation, no need to change any of our processors. We got to take advantage, and we do take advantage of the automated processes. So, we have Chargent’s recurring billing for financial payments, which helps us collect payment much faster.

And then the payment request. So, we love this feature. The automated emails that alert guests, we do it at 21 days and 14 days before their credit card on file expires so that they know that it’s time before the payment goes through that they need to update their credit card.

We also enabled the centers to be able to trigger those out as well so that they know that if they haven't updated their credit card payment prior to their next appointment, we can trigger out an email right from the center to let customers know.

And Chargent has been a really strong partner for us. I think one of the most important things when we’re rolling out is what kind of impact are you are having to the business. And happily, we can say that working with the Chargent team and their thought leadership, we had no impact to the business, no interruption for our guests or for our centers.



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