Challenge

At Redpoint Resolutions, a provider of medical, security, and insurance services, employees need vital information at their fingertips. A technical slowdown or glitch could mean life or death. Recognizing the importance of having a responsive interface and enhancing ease of use, Redpoint Resolutions sought a centralized solution that could expand visibility for team members to see and respond to all customers, open incidents, cases, and issues.

In addition to storing all information in one location, Redpoint Resolutions wanted to automate workflows and email systems. The goal was to transparently track work so everyone in the company could clearly understand who was assigned to and responsible for each task. Unfortunately, the company’s current-state architecture dispersed small bits of information across a variety of systems, which made it difficult to monitor critical situations, collaborate internally, and understand how to attend to unique projects.

A unique, unified solution was needed.

How We Helped

CrossCountry Consulting’s team of Salesforce experts created a custom CRM solution that provided central storage of all key company information and automation of critical processes. This allowed Redpoint to:

  • Store and access all data and communications in a single cloud database accessible from any online device in the office or in the field.
  • Streamline the interface and operations of daily work under high-pressure situations.
  • Enhance traceability of incidents from start to finish.
  • Redesign standard workflows and communication channels to ensure faster speed-to-decision and project management.

Results

With the use of the new platform, the Redpoint Resolutions team has sped its response time and sharpened its tracking capability. As an example of the great success already seen from the new platform, Ripcord Travel Insurance recently rescued professional sportsman and television personality, Mark Peterson, from an airboat crash in the remote Arctic Circle. After he hit his head against the windshield of his vehicle and contacted the company using his satellite phone, Redpoint Resolutions sprung into action. Even in the middle of the night in desolate northern Alaska, the knowledgeable team (backed by its equally innovative new interface) deployed a helicopter and rapidly relocated him to an Alaskan trauma center.

This success story is in addition to a cloud solution the team developed that helped Redpoint Resolutions’ rescue a client from war as the infamous Lord’s Resistance Army (led by despot Joseph Kony) began attacks in the Central African Republic. These are but two of many instances that illustrate the life-changing protective power of Redpoint Resolutions and the absolute necessity of cloud operations.