Improved customer experience with Salesforce based customer portal for FUJIFILM Sonosite
FUJIFILM Sonosite is a global leader in ultrasound technology. They needed a platform that could integrate their existing system and improve customer support service. We implemented a Salesforce-based customer portal that acted as a unified layer between customers and internal systems. It improved customer service and reduced downtime.
Industry: Manufacturing 
Business type: Enterprise - Services:Salesforce-based customer portal
- Technology: Salesforce Lightning Web Run Time, SSIS, Oracle SR, Oracle EBS
Client profile
FUJIFILM Sonosite is a global leader in ultra-high-frequency and ultrasound technology. It delivers innovative imaging solutions for the medical industry. The company builds portable and high-performance systems that are used by healthcare professionals across the world. Their solutions are designed to deliver clear and real-time insights to healthcare professionals in the caregiving process.
Technical challenges
FUJIFILM Sonosite lacked integration across systems and workflows, which directly impacted customer support and service management. Here are the core challenges they faced:
Fragmented customer experience
They had no centralized portal to access data insights and track service requests, resulting in inconsistent experiences.
Limited access control
There was no user roles defined and lacked structured permission processes, increasing the risk of unauthorized access.
Manual support operations
Case handling and tracking relied on manual processes, slowing response times, and increasing operational overhead.
Integration bottlenecks
Critical systems like Salesforce, Oracle EBS, and Oracle SR operated in silos, making real-time data synchronization difficult, hindering visibility and decision-making.
Our solution
We led a consulting-first engagement to understand their challenges and map user journeys. Our experts designed and implemented a Salesforce-based customer portal that acted as a single interaction layer between customers and internal systems. The platform automated support operations and streamlined data access, creating seamless integrations across multiple systems.
Created an intuitive portal with Oracle SR integration
We developed a scalable, intuitive portal and integrated Oracle SR to centralize support requests, manage cases, and monitor device performance. Instead of pulling data from multiple sources, customers can access a consolidated dashboard that shows device status, usage, and service history. Customers handle routine tasks independently, freeing support teams to focus on critical issues.
Deployed predictive analytics tools to schedule proactive maintenance
Our team has deployed predictive analytics tools that issue notifications for battery health, security threats, and software updates. It notifies users to schedule proactive maintenance prior to system failure.
Structured access model with defined roles
We implemented a structured access model with defined roles such as Superuser, Admin, and Standard User to ensure controlled data access. The portal functions on a defined process that maps every action with the assigned roles. This ensures users act within clear boundaries and have access to the required data and credentials.
Firmware and software can be directly upgraded through the portal
Users can install firmware and software updates directly through the portal using Over-the-Air (OTA) without physical access to the device. The portal acts as a unified platform where users can view available updates, trigger installations, and monitor update status in real-time. This eliminates dependency on manual processes, reducing downtime.
Issues can be resolved faster through the portal
Customers can create and track service requests directly within the portal to resolve issues faster. Requests are directly assigned based on issue type and product category. High-priority cases are escalated instantly, ensuring critical issues are handled without delay.
Business goals and measurable outcomes
| Business objective | Business benefit delivered |
|---|---|
| Improved customer experience | Customers can independently create and track service requests without waiting for manual support. |
| Efficient case resolution | Automated routing and real-time updates that improved response times and reduced delays. |
| Stronger security & compliance | A structured role-based access enables users to follow authentication measures. |
| Enhanced operational visibility | Customers gain access to real-time purchase history, warranties, and system data. |
Tech stack
- Frontend (Portal UI):
- Salesforce Lightning Web Runtime (LWR), Lightning Components
- Backend / Platform:
- Salesforce Platform (CRM, Service Cloud)
- Integrations:
- Oracle EBS, Oracle Service Requests (Oracle SR), SSIS (Data Integration)
- Data & ETL:
- SQL Server Integration Services (SSIS), Data Synchronization Pipelines
- Architecture:
- API-Based Integration, Unified Customer Portal Layer
- Security:
- Role-Based Access Control (RBAC), Secure Authentication & Authorization
- Automation & Features:
- Case Management Automation, OTA Updates, Predictive Maintenance Notifications
- Platform Access:
- Web-Based Customer Portal (Self-Service & Support Management)
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