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Digitizing a Life Sciences Organization

This logistics organization is the life sciences industry’s most trusted provider of temperature-controlled supply chain solutions, serving biopharmaceutical, IVF, surrogacy, and animal health organizations around the world.

Challenge

A temperature-controlled supply chain organization needed a better way to serve IVF Intended Parents. Their existing process for requesting, reviewing, and paying for shipping services was cumbersome and frustrating for everyone involved.

The team relied on phone payments, paper documents, and manual spreadsheets—making it difficult to manage orders and track leads. Worse, these inefficient systems prevented the broader business from effectively routing leads to the right team members.

Solution

Incoming web requests are seamlessly captured through integrated Pardot forms. Coastal then used Conga to automatically generate order forms for IVF Intended Parents.

This gives them an easy way to review and sign everything electronically using Conga Sign. Behind the scenes, Salesforce CPQ allows users to customize quotes to suit specific client needs.

Finally, Coastal integrated Blackthorn to provide a secure payment link, streamlining the payment process.

Results

Before Coastal's solution, the IVF team was essentially working blind—they had no way to track their sales pipeline. Now, their custom solution provides a complete picture of their business, from initial lead all the way to revenue.

Coastal integrated tools in a way that transforms leads into Accounts, Contacts, and Opportunities within Salesforce. Crucially, this automation ensures that each IVF lead is immediately routed to the right team member for fast, efficient follow-up.

Clouds and Products

  • Service Cloud
  • Conga
  • CPQ
  • Sales Cloud