Salesforce Improves Customer Support for a Consumer Genetic Testing Company

Industry

HealthcareConsumer Health

Services

Salesforce Service CloudImplementationIntegration

Technologies

Salesforce Sales CloudApexLightning Web ComponentsFlowsService CloudE-commerce integration

Challenge

A company offers genetic-based tests that give families insights about their future children.

Order and support enquiries rose quickly with growth, and support tools were not connected to order data:

Support enquiries handled by email.
No link between orders and support cases.
Slow responses during peaks.
Sensitive customer data.

The client chose Winklix as its Salesforce partner to design and deliver a better way of working.

Solution

Winklix delivered a Salesforce solution tailored to the genetic testing company's processes and goals.

Order integration

Order and test status data synced from the e-commerce platform.

Case management

Enquiries become cases with routing and SLAs.

Knowledge base

Answers to common questions for agents and customers.

Data protection

Access controls protect sensitive information.

Genetic Testing Company solution delivered by Winklix

The Approach

Discovery workshops — We documented current processes, data and pain points with the client's sales and operations teams.
Configure before customising — Standard Salesforce features were used wherever possible, with custom code only where it added clear value.
Iterative delivery — Work was delivered in short sprints with regular demos so the team could give feedback early.
Training and handover — Admins and users were trained, and documentation was handed over for long-term ownership.

Outcome

The engagement delivered clear, practical results for the client:

Faster, better-informed support.
Order context available on every case.
Self-service answers for customers.
Secure handling of sensitive data.

Genetic Testing Company

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Challenge

A company offers genetic-based tests that give families insights about their future children.

Order and support enquiries rose quickly with growth, and support tools were not connected to order data:

Support enquiries handled by email.

No link between orders and support cases.

Slow responses during peaks.

Sensitive customer data.

The client chose Winklix as its Salesforce partner to design and deliver a better way of working.

Solution

Winklix delivered a Salesforce solution tailored to the genetic testing company's processes and goals.

Order integration

Order and test status data synced from the e-commerce platform.

Case management

Enquiries become cases with routing and SLAs.

Knowledge base

Answers to common questions for agents and customers.

Data protection

Access controls protect sensitive information.

The Approach

Discovery workshops — We documented current processes, data and pain points with the client's sales and operations teams.

Configure before customising — Standard Salesforce features were used wherever possible, with custom code only where it added clear value.

Iterative delivery — Work was delivered in short sprints with regular demos so the team could give feedback early.

Training and handover — Admins and users were trained, and documentation was handed over for long-term ownership.

Related Case Studies:

Warehouse Management Software Provider

Salesforce Streamlines Sales and Customer Onboarding for a Warehouse Management Software Provider

Read full post

Online Fitness Community

Salesforce Helps an Online Fitness Community Engage and Retain Members

Read full post

B2B Services Company

ActiveCampaign and Salesforce Integration Aligns Marketing and Sales

Read full post

Essential

Analytics

Marketing

Salesforce Improves Customer Support for a Consumer Genetic Testing Company

Challenge