If you’ve ever been on the other side of a support call while a critical device is down, you know the feeling.

The clock’s ticking. Nurses are waiting. The clinician’s trying not to panic.
And your team? They’re doing everything they can, except they’re stuck on hold, bouncing between systems, or trying to find a serial number buried in an email.

It’s exhausting.

That’s the part of healthcare support that doesn’t make it into case studies or dashboards. The human part.

That's exactly what Salesforce Service Cloud Voice and Health Cloud were designed to fix. Not just the process, but the experience.

‍

According to recent data, companies using integrated omnichannel systems report up to a 31% faster first-resolution time and a 39% reduction in wait time compared to disconnected systems. (Source: Plivo)

The Everyday Chaos of Healthcare Support

Every medical device company strives to deliver great service, but existing systems don't always make it easy.
Agents juggle calls, outdated portals, and complex compliance tasks while hospitals lose valuable time.

We’ve heard it countless times in forums and field conversations:

“We waste 15 minutes just identifying the customer.”
“By the time I find the right record, the agent’s already transferred the call twice.”
“Our support team spends more time documenting than helping.”

And when a critical device goes down, whether an MRI stops mid-scan or a ventilator shows an error, those inefficiencies cost more than time. Healthcare teams need:

• Immediate connection to technical experts who understand their specific device
• Real-time access to device history, maintenance records, and previous issues
• Instant escalation when patient care is at risk
• Complete case documentation for regulatory compliance
• Seamless handoffs between phone support and field technicians

None of this happens because people don’t care. It happens because systems don’t talk to each other.

That's where Service Cloud Voice integrated with Health Cloud changes everything. It connects the people, data, and context that matter most so that when every second counts, help arrives faster.

A Support Call That Actually Feels Human

Imagine this instead:

A hospital calls.
Before anyone even picks up, the system already knows who’s calling, which devices they own, their current service cases, and their maintenance history.

The agent doesn’t have to ask ten questions just to get started.
They can simply say, “Hey, I see it’s your MRI system that’s throwing the error. Let’s take a look together.”

That one sentence, “I see it’s your MRI system,” changes the tone of the call completely. It’s faster, yes. But it’s also human.

That’s what real-time medical device support feels like when Salesforce technology does its job.

Making Critical Calls Count

Here's how Service Cloud Voice transforms a typical emergency support scenario:

Why Teams Love It

Service Cloud Voice, integrated with Health Cloud, doesn't just speed things up. It removes the invisible friction that slows healthcare support and drains your team every day.

‍

Here’s how:

Instant Customer Recognition

When a hospital calls, Service Cloud Voice automatically identifies the caller and displays their complete profile, including all installed devices, service history, and current cases, before the support agent even answers.

Real-Time Case Creation

As the conversation unfolds, agents can create and update cases in real-time without putting customers on hold. Device serial numbers, error codes, and troubleshooting steps are captured instantly.

Intelligent Call Routing

Calls are automatically routed to the right expert based on device type, issue severity, and technician availability. Critical device failures bypass standard queues entirely.

Live Case Collaboration

Multiple experts can join calls seamlessly, with complete case context visible to everyone. Field technicians can be conferenced in with full access to device specifications and repair history.

‍

All of this happens within a single, unified healthcare contact center view. Every call, email, and chat message is logged automatically. Compliance is built into the system with HIPAA-ready CRM standards. 

No more jumping between tabs. No more “Can you repeat that serial number?”
Just smooth, focused conversations that restore confidence on both sides.

What Happens When It’s Done Right

We’ve seen the difference it makes.

Before integrating Service Cloud Voice, one client told us, “Our support team is burnt out. They care deeply, but every call feels like a maze.”

After the switch, they weren’t just closing cases faster. They were calmer. Happier.
Support calls turned into problem-solving sessions again.

When your system supports your people, your people can support patients. That’s the real transformation.

What Wise Wolves Brings to the Table

We understand the pressure healthcare and medical device teams face. That’s why we built our approach around easing it. 

At Wise Wolves, we don’t just implement Salesforce.
We work with healthcare and medical device teams who are under real pressure, and we help them turn chaos into calm.

Our results speak for themselves:

• Clinical Ink transformed global trial support by integrating Service Cloud Voice and Health Cloud, enabling multilingual collaboration across time zones and cutting resolution times by hours.
• PrudentRx achieved 85% faster case resolution after we implemented their integrated Salesforce call center solution.
• Ray America reduced customer churn by 20% through improved service delivery and real-time visibility.

Our job isn’t to sell software. 

It’s to make sure that when a hospital calls your support line, they don’t hear stress. They hear clarity.

That’s why our WISE Methodology (Why, Intent, Sprint, Evolve) keeps every project focused on what actually matters:

• Identifying pain points before prescribing solutions
• Building with intention, not fluff
• Moving fast while staying compliant
• Evolving as your team grows

Why It Matters to You

Let’s be honest.

In medical device support, your reputation rides on how fast you can respond and how much confidence your customers feel when they call.

‍

Service Cloud Voice and Health Cloud help you do both. They create a customer support system that’s intelligent, compliant, and genuinely empathetic.

The market is shifting quickly. Seventy-nine percent of medical affairs teams say they plan to increase their omnichannel investment in the next few years.(Source: Trinity Life Sciences)

When hospitals know your support team can solve problems before panic sets in, they trust you more. That trust is what keeps relationships strong and patients safe.

Every Second Matters. Let’s Make Them Count.

If you’re leading a healthcare or medical device company, you already know that every second matters.
But so does how those seconds feel for your customers, and for your team.

That’s where Wise Wolves can help.

We bring together the best of Salesforce for healthcare, including Service Cloud Voice and Health Cloud, and tailor them to your world, your workflows, and your urgency.

Because at the end of the day, technology should make your people stronger, not more tired.

If you’re ready to see what that looks like, let’s talk. Contact Wise Wolves today and let’s make every call count.