Customer Background

Fujifilm Sonosite is a global leader in ultra-high-frequency ultrasound technology, delivering innovative imaging solutions for the medical industry. Known for its portable and high-performance ultrasound systems, the company serves healthcare providers worldwide. They ensure precision, reliability, and real-time diagnostics in critical care environments.

Fujifilm

  • Industry

    Manufacturing

  • Technologies / Platforms / Frameworks

    Salesforce Lightning Web Run Time, SSIS, Oracle SR, Oracle EBS

Challenges

Fujifilm Sonosite needed a structured digital platform to enhance customer interactions and operational efficiency. The absence of an integrated system made customer support and data access cumbersome.

  • Fragmented customer experience: No centralized portal for system insights and support.
  • Limited access control: Lack of structured user roles and permissions for different stakeholders.
  • Manual support operations: Case management relied on inefficient manual workflows.
  • Integration bottlenecks: Required real-time synchronization across Salesforce, Oracle EBS, and Oracle SR.

Solutions

We leveraged a strategic consulting approach to understand the client’s challenges. Our experts designed and implemented a Salesforce-based customer portal. The solution streamlined access, automated support operations, and ensured seamless integrations across multiple systems.

  • Custom Salesforce customer portal: Developed a scalable and user-friendly platform for system information and case management.
  • Integrated customer support system: Customers can create, track, and maintain service requests in real-time directly within the portal to resolve issues faster.
  • Notification management: The portal issues notifications for battery health, security threats, and software updates to enable proactive maintenance of the system.
  • Automated fault detection: Employs predictive analytics to detect potential problems and alert users prior to system failure.
  • Maintenance updates & OTA upgrades: Users can get and install firmware updates via the portal itself with zero downtime.
  • Advanced role-based access control: Implemented multi-tier user roles (Superuser, Admin, Standard User) to regulate access.
  • Automated case management: Integrated Oracle SR to handle support requests more efficiently.
  • Seamless data synchronization: Enabled real-time visibility into customer accounts, product warranties, and service history through Oracle EBS integration.

Benefits

  • Improved customer experience: Self-service access to system insights and support tickets.
  • Efficient case resolution: Faster response times through automated updates and notifications.
  • Stronger security & compliance: Role-based access and authentication measures.
  • Enhanced operational visibility: Customers gained access to real-time purchase history, warranties, and system data.
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