Success Stories
National Registry of Emergency Medical Technicians
National Registry of Emergency Medical Technicians licensing solution in Salesforce
Meet The Client
About National Registry of Emergency Medical Technicians
The National Registry of Emergency Medical Technicians (NREMT) is the nation's emergency medical certification organization, serving EMS professionals and the broader public safety ecosystem. As their needs evolved, NREMT sought to modernize their technology stack to improve internal efficiency and enhance service delivery.
The Challenge
NREMT's original Salesforce org used a limited license that restricted access to core Salesforce features like Service Cloud. As needs grew, the existing setup became a barrier to innovation. Certification and testing data resided in an external database. Customer Success agents lacked real-time access to this critical information, creating inefficiencies and delays.
Support cases were managed in Zoho, disconnected from Salesforce. This siloed setup limited visibility, slowed resolution times, and impacted service quality. The Marketing team relied on multiple unconnected platforms, using spreadsheets to create lists and manage campaigns. They needed a robust, unified marketing platform that allowed: Real-time access to CRM data; Drip campaigns and automation; Email engagement tracking; and Lower IT overhead.
NREMT wanted to offer a more user-friendly experience by providing knowledge articles and resources in a branded, public-facing portal. The call center had no telephony integration with Salesforce. Calls were logged manually, creating friction in both reporting and workflow.
The Solution
Summit migrated NREMT to a new Salesforce org with full access to Salesforce features. The transition included complete data migration, report replication, and system customizations. Summit built custom Lightning components to pull data from NREMT’s external database via APIs. Summit enabled bi-directional interaction with the external system and later implemented Salesforce Connect for real-time read-only access to additional tables.
Service Cloud centralized case management within Salesforce, providing support agents with full case visibility and improved tracking. Marketing Cloud was implemented with the following key features: Custom-branded preference center; Multi-step journeys using Journey Builder; Live syncing with Salesforce CRM data; Training and documentation for marketing staff. A public Experience Cloud site to host searchable knowledge articles was developed, and Summit applied custom CSS for a polished, brand-aligned experience.
Summit is working with NREMT and Vontage to integrate telephony directly into Salesforce. This will automate call logging and enhance call center reporting and workflows.
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Results for Our Client
Unified case management and customer interactions.
Real-time visibility into critical external data.
Improved customer service responsiveness.
Centralized and automated marketing campaigns.
Enhanced user experience through self-service tools.
Reduced manual effort for the Customer Success team.
In our Client's Words...
“Our engagement with Summit was a blessing in getting our new CRM platform implemented on time and under budget. We are first-time Salesforce platform users and the transition from our old desktop application to Salesforce has been borderline transformational for our company. Their ability to understand our existing (complex) home-grown system and translate that functionality into a finished product was outstanding. We would not have been able to have such a successful implementation with partnering with Summit.”
- National Registry of Emergency Medical Technicians
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