Professional Physical Therapy

Challenge

In 2019, Lauren Nutter assumed the role of Director of Digital Marketing at Professional, responsible for overseeing digital media and marketing efforts across five states with over 185 offices. The absence of an effective CRM system meant that many tasks related to patient inbound leads and internal data organization were being performed manually, and data was cumbersome and disconnected. While the company had a digital presence driving some business, the conversion mechanisms also presented opportunity for significant improvement. Seeking a comprehensive CRM solution to streamline operations and address data organization and automation challenges for the organization, Nutter turned to Salesforce.

“We signed on with Salesforce, and it felt like being handed the keys to a Lamborghini without a license,” explained Nutter. “Hiring a full-time Salesforce admin wasn’t feasible due to budget and time constraints, and we knew that wouldn’t fully address our specific development and construction needs regardless.”

To find the right solution, Nutter explored various companies that provided Salesforce implementation support, and Virsys12 stood out from the very first call. The depth of expertise and team of specialists were exactly what Professional needed to guide them through the transformation and learn how to maximize its investment in Salesforce.

Solution

At the onset, Virsys12 conducted an onsite discovery session at Professional’s corporate headquarters. Assigned with a dedicated account manager from Virsys12, the partnership took off focused on a smooth Salesforce implementation. Once Salesforce was up and running, Professional decided to continue the relationship with Virsys12 by signing on to its Managed Services offering. Not only did Virsys12 assist the team with Salesforce setup and onboarding, they also played a pivotal role in constructing new tools and custom features, optimizing SQL servers and integrations, and conducting comprehensive trainings.

“One thing that set Virsys12 apart initially was the perfect synchronization between the sales process and delivery process,” remarked Nutter. “The teams’ promises aligned with their actions every step of the way. What they said they could deliver is exactly what they did, and the entire journey followed a well-defined path.”

Another aspect of working with Virsys12 that Nutter has found invaluable is the ongoing relationship with the primary account manager from Virsys12. The partnership has been founded on exceptional communication, collaboration, and understanding of the organization’s needs inside out, which has played a critical role in Professional’s continued success.

“From the start, our account manager has been the perfect embodiment of a true partner, translating our vision into reality with expert execution,” stated Nutter. “While the improvements, data, and KPIs are quite impressive, none of it would’ve been possible without the engineering and construction to build our Salesforce organization correctly. The collective expertise between our teams has allowed us to tackle complex challenges and come up with unique and efficient solutions along the way, and the dedication to safeguarding our organization’s security and maintaining the integrity of our setup has instilled a lot of trust.”

Today, the growth is visible as Professional has grown to include over 200 facilities in New York, New Jersey, Connecticut, Massachusetts, and New Hampshire.