About MCRA

MCRA is the leading global full-service medical device, diagnostics, and biologics CRO and consulting advisory firm. MCRA delivers to its client’s industry experience, integrating its six business value creators: regulatory, clinical research, reimbursement, healthcare compliance, quality assurance, and distribution logistics to provide a dynamic, market-leading effort from innovation conception to commercialization. MCRA’s integrated application of these key value-creating initiatives provides unparalleled value for its clients.

MCRA has offices in Washington, DC, Hartford, CT, New York, NY, and Tokyo, Japan and serves nearly 1,000 clients globally.

Challenge

• MCRA approached SMI because its Sales and Experience Cloud instance weren’t working efficiently for it’s Patient Access team, technologies, and medical services providers

• MCRA’s internal Patient Access team, partner Medical Device companies, and partner Providers all needed an efficient and seamless way to communicate; submit, manage, and close cases; and report on key performance metrics to various stakeholders

Solution

• SMI did a full business process review with MCRA’s Patient Access team and restructured the Account Hierarchy, User Profiles, Permission Sets, and Field-Level Security in order to ensure that PII was only accessible by the appropriate parties

• SMI did a full redesign of Experience Cloud to modernize the portal and match MCRA’s organizational branding and style

• SMI redesigned and optimized MCRA’s Case Submission Forms and Support Inquiry Forms on the portal to ensure high user adoption and ease-of-use for MCRA’s partner technology companies and medical service providers

Outcome

• MCRA’s Patient Access team can now easily and efficiently handle a case load of up to twice the amount as before with the new Salesforce-enabled workflow

• MCRA’s Salesforce org is built for future scalability and growth as the Patient Access team continues to sign and onboard new clients