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Aatlantide began with the ambition of two physical therapist friends who wanted to revolutionize administrative management in healthcare. It all started in 1994 with the company’s first software, designed specifically for physical therapists: Acteur. Since then, the company has created other tools and extended their use to every category of healthcare professional. One of its biggest successes: launching the very first online service for electronic claims transmission.
Today, the company offers a complete range of online medical and administrative management solutions for healthcare organizations and professionals. Aatlantide serves both key accounts and independent practitioners.
For the past two years, this business line dedicated to independent practitioners has been run by Amandine Melis, Head of Sales, Independent Practitioners. As soon as she arrived, she set out to improve how the department worked in order to strengthen sales follow-up, optimize prospecting and better satisfy customers.
The main goal was to give it structure and guarantee a better experience for customers and employees alike. But “when I took over this part of the business two years ago, I quickly noticed that the tools in place were not up to the job,” explains Amandine Melis. “They were neither intuitive nor efficient enough to really support us in our work. So I pushed for a change of solution.” She chose to implement HubSpot CRM.
From day one, Amandine Melis knew exactly what she wanted: “a practical, accessible and easy-to-use tool with relevant features that could be connected to Zendesk.” That’s because Aatlantide has used Zendesk for its customer support for several years. With Synolia’s support on that project, the company had chosen the leading customer service solution for its efficiency and the quality of the customer experience. So its new customer relationship management tool had to integrate easily with Zendesk. “I liked HubSpot right away! I immediately clicked with this tool, which is very intuitive, flexible and complete at the same time,” recalls Amandine Melis.
Today, 7 people use HubSpot CRM: Amandine, the sales manager, her director and the 5 sales reps on her team. Above all, it was for her sales force that Amandine was determined to implement HubSpot CRM.
“Our first goal was to centralize our customer data to be more efficient in managing sales. It comes from various sources (former CRM, healthcare directory…) and is regularly enriched by the sales reps. The CRM brings all of this data together in one single tool, where we can use and share it easily.”
As a result, sales reps save valuable time by quickly accessing the information they need. Their conversations with customers and prospects are also more relevant, thanks to high-quality, up-to-date and enriched data.
Aatlantide went even further by customizing the account and contact fields in its CRM. “Healthcare is a very specific field, and its professionals have particular characteristics that you won’t find in a CRM’s basic settings,” notes Amandine Melis. “So we decided to customize our customer records to get faster access to the information we care about.” The result: customer interactions that are more contextual, more relevant and faster.
Aatlantide also opted for a custom layout of its records. “We chose to highlight the fields that really matter to us and hide the ones that seem less relevant. That way, we only surface the information that is useful for our business.”
The outcome is better customer knowledge and more effective sales follow-up. At a glance, sales reps understand the customer’s context and decide on the right next step. A benefit amplified by the full history of exchanges and interactions.
With HubSpot CRM, Aatlantide also wanted to improve its sales force’s day-to-day work. In particular, the company set up nearly 30 email templates that sales reps use with prospects and customers.
The templates vary by contact and request type, and they are fully customizable. Sales reps can use them quickly and easily adapt them to their needs. Workflows were also built in to automate processes and save employees time.
“From a sales perspective, my team has saved valuable time with HubSpot CRM. The advanced settings make the sales reps much more efficient. They know when and how to contact prospects and customers, effortlessly. Prospecting and customer relationship management are faster!”
HubSpot CRM has also delivered benefits for leadership and management. Amandine and Aatlantide’s sales director use the tool to closely monitor the sales team’s work through complete, accurate reports. “As a manager, HubSpot CRM lets me easily measure my team’s effectiveness and adapt my management accordingly. I have better visibility and can easily optimize how the department runs.” HubSpot CRM tracks precise KPIs on how a sales department operates and on employee activity. For example: number of calls made, response rate… Sales reps also use it to track their own targets and progress.
Today, HubSpot is fully part of the daily routine of Aatlantide’s sales team on the “independent practitioners” side.
“It’s a very rich tool that is easy to customize. My teams adopted it quickly and now use it every day. I can see how satisfied they are from the big boost in morale the solution has brought. It’s simple, it works and we save time. What more could you ask for?”
Synolia played a part in this success. “We are completely satisfied with Synolia’s service. We appreciated the availability of its teams and how they shared their experience. Without Synolia, we could never have gotten so much out of HubSpot CRM,” concludes Amandine.
"We chose to work with Synolia, whom we already knew from a previous project. We trust them, and the company is particularly experienced in this type of project."
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