Client Overview
Industry
Medical Devices
Region
Global
Company Size
1K-3K
Featured Solution
Marketing Cloud Forms
About the Client
The client is a global leader in cloud-connected medical devices, focused on transforming care for people with sleep apnea, COPD, and other chronic conditions. With over three decades of innovation, they have evolved from developing pioneering respiratory devices to offering comprehensive digital health solutions. Their out-of-hospital software platforms empower healthcare professionals and caregivers to deliver quality care at home.
When Scattered Form Management Stalls User Engagement
For a company focused on connected healthcare support, every user interaction counts. Yet with multiple forms scattered across various cloud pages, the experience was anything but seamless. The absence of a unified structure created confusion for both users and internal teams.
Form submissions weren’t being tracked systematically, and users received no real-time confirmation post-submission. This communication breakdown not only impacted user trust but also made it harder for internal teams to respond quickly or prioritize follow-ups.
“We knew people were reaching out through the forms. But without a system in place, we couldn’t act on that interest as quickly or efficiently as we wanted to.”
A more connected, automated process was needed to ensure user inquiries were acknowledged promptly. Additionally, internal teams needed full visibility into each interaction.
Key Challenges in Managing User Inquiries and Form Submissions
The client faced several operational inefficiencies that were impacting both user experience and internal workflows:
Fragmented Form Management:
The HTML forms on the website did not transfer submission data to Marketing Cloud, resulting in no centralized storage.
Lack of Notification Triggers:
Neither users nor client admins received alerts when a form was submitted, leading to delayed responses.
No Real-Time User Acknowledgment:
Without automated responses, users were left without confirmation, which reduced trust and engagement.
Missed Opportunities for Data Capture:
User details were not stored consistently for future use in campaigns or reporting.
The Solution: A Streamlined Form Workflow in SFMC
Grazitti stepped in with a structured solution to help the customer centralize their form submissions, automate email communication, and streamline data collection, all powered through Salesforce Marketing Cloud (SFMC).
Here’s What We Implemented:
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Configured a Cloud Page-Based Form Flow
Created dedicated Cloud Pages in SFMC for each form, enabling structured data capture and centralized handling.
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Enabled Real-Time Data Capture with AMPscript
Used AMPscript to store form submission data directly into Triggered Data Extensions when users hit ‘Submit’.
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Implemented Automated Email Workflows
Set up Triggered Send Definitions to deliver personalized response emails to users and alert emails to client admins within 1–2 minutes.
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Created Email Assets in Email Studio
Built customized response and alert emails, each mapped to its respective Triggered Send Definitions for consistent delivery.
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Developed Confirmation and Thank You Pages
Directed users to a Thank You page post-submission to confirm successful data capture and inquiry receipt.
The Impact: From Missed Inquiries to Real-Time Engagement
With a fully automated and centralized form setup, the client moved from scattered form handling to a responsive and data-driven engagement process. Every user submission now triggers an instant response email, while client admins receive real-time alerts for high-intent inquiries. All user data is captured and stored in SFMC Data Extensions, giving the client a structured repository they can tap into for segmentation and reporting.
“We no longer worry about missed submissions or delayed follow-ups. Every inquiry now flows into our system seamlessly, and we are always ready to act on it.”
Highlights
100% of Form Submissions Trigger Instant Email Responses
Response Time Reduced to Under 2 Minutes for Inquiries
Improved Internal Visibility Across All Active Web Forms
Enhanced Campaign Efficiency With Centralized Data
Conclusion
Grazitti’s solution transformed the client’s form submissions by bringing structure, speed, and visibility to their inquiry process. With automated email responses, real-time admin alerts, and centralized data capture in SFMC, the client can now engage users promptly and track every interaction with ease. This setup not only improved operational efficiency but also created a strong foundation for future campaign scalability.
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