St. jude medical (abbott)

Customer Success

How Abbott Implemented Salesforce
with Access Global Group
Abbott (previously St. Jude Medical) is a medical
technologies company dealing in diagnostics, medical
devices, established pharmaceuticals and nutrition.
Abbott has 103,000 employees across 160 countries and
manufacturers a wide variety of brands, products, and
health devices. The company needed a way to allow sales
representatives to enter and access historical data
regarding services and products, communicate across teams
and collect survey information to improve processes.
This needed to be available while still maintaining
patient confidentiality.


St. Jude Medical (Abbott)


Medical Technology


Abbott Park, Illinois

Company size

2000+ Employees

Salesforce Solutions

Custom, Sales Cloud, Service Cloud

The Challenge

Abbott faced the following Salesforce Challenges.
  • Patient, Doctor, and Employment data was in SAP; sales reps didn’t have easy access to this data.
  • Sales reps maintained separate sets of customer data to help them in sales as well as service of products.
  • Sales reps kept complex Excel docs and used 3rd party tools to keep track of doctor interactions, sales data, GPO and IDN memberships.
  • Many product units exist within the company, each with separate procedures.
  • Sales reps couldn’t perform and share insights with other teams.
  • Relevant data could not be shared in a common application.
  • System could not keep track of tasks performed by the RSD’s, AM’s, CS’s, AVP’s and others.
  • Questionnaire needed to show progress updates.

The Solution

Abbott Salesforce Solution Provided By Access Global Group.

  • Created webservice integration with SAP that allows reps to enter and access information in Salesforce while maintaining patient                        confidentiality in SAP.
  • Only relevant information is accessible to reps.
  • On-boarded one team at a time into Salesforce from legacy systems.
  • Customized Salesforce to each team’s requirements.
  • Reps maintain membership status of each hospital in Salesforce for each of the GPO’s and IDN’s.
  • Group account is GPO or IDN, sold-to account a hospital.
  • Membership is maintained in a custom object.
  • Designed custom visual force functionality to allow upload and bulk-modify updates to membership.
  • Built in-house survey functionality using Lightning components.
  • Built Share, Publish, Lookup, Multi-picklist and other Lightning components to satisfy requirements.

The Results

Abbott Salesforce Results with Access Global Group Services.

  • Client is pleased with the smooth transition to Salesforce from other software.
  • On-going project moving groups into Salesforce and building individual custom solutions.
  • Currently have 4000+ using Salesforce.
  • Patient confidentiality is preserved.
  • Sales reps can communicate and share across teams.


We increased ROI for Candence Bank by 18% and increased call center KPIs by 25%


We increased ROI for Candence Bank by 18% and increased call center KPIs by 25%

Contact Access Global Group

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