Medtronic and Enovate Medical Transform Digital Operations to Support Healthcare Organizations

The global health crisis has placed a significant strain on hospitals and healthcare-related services. From agilely developing new technologies to strategically distributing limited supplies to the hospitals that need it most, these organizations are transforming their digital operations to support their customers.

Recently, Matthew McGarry, Senior Principal Salesforce.com Technologist at Medtronic, and Joey Len, CRM/Account Team Manager at Enovate Medical, joined OwnBackup’s Kevin Benson to discuss how they’ve adapted their digital operations to support healthcare organizations across the globe. They also highlighted the importance of protecting the critical data that supports these life-saving operations.

Video highlights of their conversation, along with an edited transcript, are below. To view a full recording of the event, click here.

"You don't have to put an AE on a plane or a four-hour car ride. They're able to do a quick introduction face-to-face to get a better feel for what the customer might want and or need."

- Joey Len, Enovate Medical

Watch the full interview here.

Kevin: Joey, how has the health crisis impacted your organizations and have any of these changes turn into opportunities for innovation?

Joey: In the beginning, there was this mad rush because we provide mobile stations for doing clinical documentation. So you had all these facilities setting up remote triage centers, primarily in New York, Southern California, and Washington state. It really stretched our production capacity as well as our supply chain being able to provide devices for all of the requests. Our sales reps and AEs have been more or less staying at home. And so our IT staff is building out a means of being able to do remote demos. So you don't have to put an AE on a plane or a four hour car ride. They're able to do a quick introduction face-to-face to get a better feel for what the customer might want and or need, and then fine tune what you want to take and deliver for the demo as it were. 

Matthew Yeah, I mean, it's definitely impacted the organization as far as how we're responding to that within the Medtronic RTG IT department, essentially what I'm part of here. Given the new circumstances where hospitals are limiting the number of occupants within the facility. That in many cases means also elective surgeries are not being held at the moment. It's primarily responding to the crisis. So in our response, we want to make sure that we're enabling our teams to still respond and work with these physicians, and with these hospitals, to ensure that they're providing the best care possible to their patients.

"We've had to quickly respond to PPE requests and things of that nature for hospitals. Those are urgent items that need to be handled immediately, and we've chosen to do those types of things with Salesforce."

- Matthew McGarry, Medtronic

Watch the full interview here.

Kevin: What kinds of changes have you made to digital operations specifically within your Salesforce platform? 

Matthew: We have more rapidly spun up new users within the RTG division. We've increased the number of users within our Salesforce environment over the last nine weeks by about 500 users. So we've had more adoption of the platform. We've had additional use cases come out that we had to quickly respond to for PPE requests and things of that nature for hospitals. Those are urgent items that need to be handled immediately, and we've chosen to do those types of things with Salesforce. 

Joey: We've had some definite hurdles that we've had to overcome. As a matter of fact, the day that they decided, okay, everyone's working from home, was the day we were supposed to have gone live with CPQ. So I don't know if anybody's ever deployed CPQ, but it is a beast in and of itself. We had a nice war room, triage area set up, and I had my account managers who were going to be in there. My screen was going to be projected up on the TV. We were going to be working together, creating quotes, favorites, all the things that you do within the CPQ application and all that just dissolved. And so we had to quickly transition to being able to do that remotely.

"The simplicity of being able to spin up a sandbox, immediately seed that sandbox with anonymized data, and then give access to a third party vendor...allows us to operate multiple proof of concepts at once with no risk."

- Matthew McGarry, Medtronic

Watch the full interview here.

Kevin: Joey, how has OwnBackup supported your team specifically while these changes have been taking place within your Salesforce environments? 

Joey: Well for me, OwnBackup is a lot like automobile insurance. Heaven forbid you have to use it, but when you have it, it's a great thing. And so I've always gotten great support from OwnBackup. The one time that I really needed OwnBackup was when Salesforce had their little hiccup a few months back and everybody's permission sets just disappeared. I heard horror stories about people having to go out and recreate all that. And for me, it was as simple as going out, dialing it up out of my OwnBackup, reinserting it once everything was clear to go and I was back and running. That's the one time I've really needed OwnBackup and it performs swimmingly. Haven't needed a lot of backup or a lot of support lately, but I'm always very confident that it's there. 

Matthew: OwnBackup's staff are fantastic. Obviously they're shooting out gift cards to all our attendees today and promoting community support, but their support to us has always been top notch. It's been fast. It's been very responsive. The simplicity of being able to spin up a sandbox, immediately seed that sandbox with anonymized data, and then give access to a third party vendor, or just multiple groups within our environment, allows us the flexibility to operate multiple proof of concepts at once with no risk. Absolutely no risk of exposing personally identifiable information to our vendors or to other groups that just typically don't need to be referencing that data for development.