C A S E S T U DY
How Metagenics Used Bloomfire
To Successfully Expand Knowledge
Sharing Across Its Departments
Dr. Mark A. Kaye, the Director of Medical Information at Metagenics, is passionate about knowledge,
learning, and teaching. He has worked at Metagenics for more than 20 years and manages the medical
clinical information department. Metagenics produces nutritional supplements, medical foods and
develops lifestyle medicine programs designed for the health professional. In addition to direct sales
to healthcare professionals, Metagenics is an international manufacturer with facilities in the USA,
Australia, Belgium, and affiliated distributors that deliver its products just about anywhere.
Mark was originally looking for an information
repository to help train the internal sales team. He
sought out Bloomfire to empower their sales team
with the knowledge they needed to close deals. As
Mark learned more about Bloomfire, he realized the
longer-term potential benefits of implementing its
multi-functional features to other departments, he just
needed to prove it out first with the sales team.
Metagenics needed an easy-to-use platform that
could educate reps to speak intelligently about dietary
supplements with practitioners. New sales reps needed
to have a thorough understanding of the nutrition and
biochemistry aspects of all the products so they could
explain how to apply nutritional knowledge with patients.
Metagenics needed a tool to aid the onboarding process
and be a place for reps to turn to for future reference.
www.bloomfire.com
[email protected]
877.483.2777
© 2016 Bloomfire. All rights reserved.
C A S E S T U DY
The Need For A Knowledge Repository
Before Bloomfire, the sales team primarily used email
to share documents, ask and answer questions, and
document processes. With over 150 sales reps, this
created major challenges. Reps were frustrated because
they couldn’t search for and find up-to-date information.
“I know I have this in my email, but I can’t find it,” was
a common complaint Dr. Kaye was receiving. There
was just no easy way of validating if a document was
current or of asking a question and getting a quick
response. Metagenics needed one central repository of
information for the corporate office and the sales force.
“Bloomfire is great because it is in one location that is
private, shareable, with a very robust search engine,”
Dr. Kaye said. With Bloomfire they can also attach any
type of document (pdf, video file, audio file), allowing
for all kinds of multimedia responses. Now reps can just
“google” information internally for themselves.
Proven Benefits Of Bloomfire
“I’m just thrilled with Bloomfire, I think it’s an incredible
tool,” said Dr. Kaye, “Bloomfire is simple, user friendly,
visually attractive, and any rep has access to it via
phone, tablet, or laptop.”
“Bloomfire is simple, user friendly,
visually attractive, and any rep
has access to it via phone, tablet,
or laptop.”
Dr. Kaye was extremely pleased with the launch of
Bloomfire because it has helped speed adoption
with the team, the sales force actually wants to use
it and they turn to it as a first response to questions.
Metagenics has a sales team of 150 reps that are using
Bloomfire on average, 2 times per day per rep equating
to over 300 views per day.
How Metagenics Used Bloomfire To Successfully
Expand Knowledge Sharing Across Its Departments
Previously, executives primarily communicated with sales
reps via conference calls. This was very inefficient, wasting
time the sales rep could be speaking with professional
accounts. Since Bloomfire, Metagenics has seen a 70
percent reduction rate in internal conference calls.
Metagenics has seen a 70% reduction
rate in internal conference calls.
Sales reps are often alone for days at a time, so it’s nice
for them to feel connected via Bloomfire. “When they’re
remote, they can still feel a sense of camaraderie by
having others from the company comment and interact
with their work,” said Dr. Kaye. Having a social learning
tool where reps can stay in constant contact is powerful.
Bringing Success To Other Departments
After equipping the sales team with Bloomfire and
seeing how it quickly it sped up onboarding and
became a part of the day-to-day, Metagenics realized
they were onto something big. “We knew Bloomfire
could be applicable to other departments, but once we
implemented it, it was clear we needed to expand it to
other departments as quickly as possible,” said Dr. Kaye.
So Metagenics did just that and launched Bloomfire
to their customer service team. Due to the highly
specialized nature of the questions customer service
teams receive, they needed to find a way to standardize
the response to very specific questions or commonly
asked questions. “The quality of content with relevant
information is always in there,” said Dr. Kaye. Bloomfire
has saved customer service reps time and ensured they
get questions answered.
“We’re expanding our focus so we can include any
information - sales, documentation, email alerts, etc. to
process through Bloomfire,” Kaye said. With the proven
success of a knowledge sharing tool across multiple
departments, the entire sales and marketing team at
Metagenics are planning to adopt Bloomfire.
www.bloomfire.com
[email protected]
877.483.2777
© 2016 Bloomfire. All rights reserved.