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. Complex Multi-Product Operations and Team Collaboration
STERIS manages multiple product lines—including equipment, consumables, and services—each supported by separate sales and service teams. This structure led to complicated permission management and made cross-team collaboration difficult. Without a unified platform, coordinating activities across departments was inefficient, slowing down sales cycles and increasing the risk of miscommunication in a highly regulated industry.
2. Fragmented Sales Processes for Equipment, Consumables, and Services
The sales model involves complex workflows for high-value equipment (with installation and asset tracking), recurring consumables, and after-sales services. Previously, these processes lacked standardization and digital oversight, resulting in limited visibility into pipelines, inconsistent quoting, and challenges in tracking performance. STERIS needed a more refined opportunity management system to improve win rates and operational control.
3. High Service Costs and Limited Dealer Integration
Before Neocrm, dealer management in Steris was manual, with no dedicated portal for forecasting, self-ordering, or rebate processing, and limited integration with internal systems. This created inefficiencies, higher communication costs, and gaps in end-to-end visibility that impacted on customer satisfaction and overall cost control.
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.
