Company Profile
STERIS, founded in 1985, is a leading global provider of infection prevention and procedural products and services that support patient care in healthcare, pharmaceutical, and medical device industries worldwide. It specializes in sterilization technologies, surgical equipment, consumables, and related services and serves hospitals, distributors, and manufacturers with advanced solutions including automated endoscope preprocessors (AER), surgical tables and lights, infection control products, and installation/maintenance services.
Industry
Healthcare & Life Sciences
Company Size
17,000+
HQ Location
USA
Business Challenge
1. Coordinating Multi-Product Operations and Cross-Functional Teams
With a diverse portfolio of spanning equipment, consumables, and services, each supported by its own dedicated sales and service teams, STERIS naturally managed distinct permissions across groups while fostering collaboration between them. As the business continued to grow, a unified platform became increasingly valuable to streamline coordination, reduce potential miscommunication, and accelerate sales cycles in a highly regulated environment, all while maintaining rigorous compliance standards.
2. Streamlining Complex Sales Cycles for Equipment, Consumables, and Services
The company’s sales model involves intricate workflows, from high-value equipment installations with asset tracking to recurring consumable orders and after-sales service contracts. Supporting these varied processes called for a more standardized, digitally enabled opportunity management system that could offer clearer pipeline visibility, more consistent quoting, and better performance tracking, ultimately helping to improve win rates and strengthen operational control across the entire lifecycle.
3. Optimizing Dealer Management and Service Cost Efficiency
As STERIS’s dealer network expanded, forecasting, self-ordering, and rebate processing grew increasingly complex to manage through manual methods, introducing higher communication overhead. A dedicated partner portal with deeper integration into internal systems presented an opportunity to enhance end-to-end visibility, automate key interactions, reduce costs, and improve overall customer satisfaction, enabling stronger, more responsive partnerships with dealers.
Neocrm Solution
1. Comprehensive Customer 360 View and Refined Business Management
Neocrm built complete digital archives for terminal users (hospitals) and distributors, enabling fine-grained management of all business activities. Every stakeholder now has real-time access to unified customer data, streamlining collaboration across sales, service, and operations teams while ensuring accurate, centralized information for faster decision-making.
2. Tailored Opportunity Management for Complex Sales Cycles
Neocrm’s Sales Cloud introduced specialized opportunity processes differentiated by equipment and consumables sales. Automated workflows, intelligent reminders, and stage-specific controls provide full pipeline visibility and strengthen team coordination. This allows sales representatives to manage deals more effectively from initial inquiry through to closure, significantly boosting win rates.
3. Dealer Portal and Standardized Field Service Management
Neocrm deployed a Partner Cloud portal that empowers distributors with self-service forecasting, autonomous ordering (including rebate settlement), and seamless integration with internal systems for closed-loop transactions. Simultaneously, the Field Service Cloud delivers refined management for service engineers—including work orders, asset tracking, and installation processes—standardizing operations and improving efficiency.
Result
Since partnering with Neocrm, STERIS has successfully built a powerful marketing-service integrated platform that delivers measurable business impact. The unified system has created a complete Customer 360 view, turning scattered data into valuable customer assets and enabling every team member to work from a single source of truth.
Sales and service teams now benefit from fine-grained opportunity management with smart reminders, resulting in stronger collaboration, faster follow-up, and higher win rates across equipment, consumables, and service deals. Distributors are fully empowered through the self-service portal, enjoying efficient closed-loop ordering, accurate rebate processing, and real-time visibility that strengthens channel partnerships.
Service operations have been standardized through the Field Service Cloud, dramatically improving engineer productivity, reducing costs associated with complex installations and maintenance, and elevating customer satisfaction levels. With powerful BI analytics providing intelligent visualization of sales, service, and partner performance, leadership gains clear, data-driven insights that support faster and more confident strategic decisions.
The implementation has been enthusiastically adopted across the organization, proving Neocrm’s ability to handle the unique complexities of the medical device sector.
