Success Stories

National Registry of Emergency Medical Technicians

National Registry of Emergency Medical Technicians licensing solution in Salesforce

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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.

NREMT

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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Angie W.

Northwoods worked with Summit to help migrate our Microsoft Dynamics CRM system to Salesforce.  Summit was extremely knowledgeable, thorough, and easy to work with.  They were able to help us configure the system to handle complex business processes while making the system easy for end users.  They were also able to migrate all our legacy Dynamics data to the new Salesforce system.  Summit helped train our technical team on Salesforce administration while keeping the project on time and under budget.  I highly recommend Summit for any Salesforce-related project.

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As a leader of a small non-profit aimed to scale rapidly and efficiently, I knew it was critical to transition from antiquated spreadsheets to a sophisticated CRM. We dabbled in Salesforce on our own the year prior. To put it mildly, I was terrified to go there again. Summit met my apprehension with confidence and reassurance. They were timely, efficient and positioned us to utilize Salesforce in ways we hadn’t imagined. Every day I’m in awe of what Salesforce can do; to the team’s credit for imparting their wisdom. Summit has positioned us for unprecedented opportunities at Walk with a Doc. Thank you!

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We went through 3 consultants before finding Summit. The difference was night and day, and the cost was very reasonable. They helped us get our Communities up and running in less than a week (after 2 other teams essentially dragged their feet for 9 months - yes, 9 months!). We are ecstatic! We also have Managed Services with them, for a few hundred bucks a month they are our go-to for anything Salesforce. The team is INSTANTLY responsive - like within 2 minutes. I have experienced other consultants and can tell you, there is no comparison. Hire Summit!

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Great experience with Summit. They are very knowledgeable about Salesforce and their turn around is outstanding. I am looking forward to working Part 2 of our plan with them.

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Kay W.

The skill set and knowledge that Summit has brought to this project far surpasses our initial expectation- especially since our initial contact with Salesforce corp. was challenged in regards to utilizing training videos to suit our scope and need. Summit and team has been helpful in supporting our team with a custom solution in order for us to be able to serve our community better. They are timely and professional, and eager to learn about the why before telling us the what.

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Matt S.

Summit made our Salesforce dream a reality. As a small non-profit on a limited budget with very specific CRM needs we were challenged to find a suitable Salesforce partner. Fortunately we were introduced to Summit, and from day one they made the formidable task of implementing Salesforce doable (and even enjoyable!). The Summit team are pros, from their accessibility and communication to industry knowledge and attitude, they never said 'no' to a request. When we encountered hiccups along the way they took the time to trouble shoot and make fixes, even when it was outside the original scope of the project. We didn't deviate from the project timeline or budget, which says a lot considering our custom needs for data collection/reporting, donor communication, and third party plug-ins. If you are considering implementing Salesforce or have any Salesforce needs, I highly recommend Summit and their team.

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