Vital Care Infusion Services is a fast-growing infusion management organization built on a franchise model that combines entrepreneurship at a national scale with deep community-level presence. For over 40 years they have been dedicated to expanding access to high-quality infusion therapy and driving better patient outcomes by providing local, safe, convenient, and professional infusion services. With over 160 franchise locations across the country, Vital Care empowers franchise owners to understand local providers, markets, and communities in ways that build genuine trust while pairing that ground-level credibility with enterprise-level strategy, tools, and operational support.
The Trella team spoke with Johnny Jones, Senior Manager of Sales Operations at Vital Care Infusion Services, where he leads revenue strategy, CRM optimization, and scalable growth initiatives. He shares the impact that Trella’s Insights and CRM adoption has had on his team’s success.
“Johnny Jones has transformed how Vital Care’s franchisees sell. Through hands-on coaching and a sharp focus on accountability, he is driving stronger CRM adoption and guiding franchise owners and account executives on how to turn Trella data into results. His impact on sales execution, visibility, and growth has been immediate and measurable.”
— Mark, SVP of Franchise Acceleration, Vital Care Infusion Services
Trella CRM User Adoption Overview – Results at a Glance
| 52% | 57% | 96% |
| Increase in active branches adopting the platform (Dec 2025 – Apr 2026) | Increase in completed events over a 6-month period (comparing May- Oct 2025 and Nov 2025 – Apr 2026) | Increase in completed events in April 2026 vs. December 2025 |
Customer Spotlight
Tell us about Vital Care and your role. How is sales operations growing and changing in 2026?
Vital Care manages a rapidly growing network of in-home infusion franchise businesses. Our mission is to expand access to high-quality infusion therapies and help franchisees drive better patient outcomes. The sales operations team is focused on helping franchises grow strategically, run efficiently, and ultimately serve patients close to home. My role focuses on building the infrastructure that enables that growth, including CRM strategy, data visibility, reporting, process improvement, and turning information into actionable intelligence for the field.
This year, our team is heavily focused on modernization and enablement. We’re continuing to strengthen our use of Trella across the franchise network by driving adoption, increasing visibility into performance, and creating a scalable system that helps the infusion pharmacies prioritize the right things at the right time. As we move through 2026, Vital Care is helping sales operations evolve from a traditional support function into a strategic growth engine. And we’re just getting started.
Can you walk us through how your team uses CRM and Insights day-to-day?
We use CRM and Insights together to provide visibility and drive action across the franchise network. On the CRM side, we focus heavily on activity management, account strategy, pipeline discipline, and field execution. Completed events ensure franchise sales teams are documenting outreach, managing relationships, and maintaining clean, actionable data that franchise leadership can trust. On the Insights side, we use that intelligence to identify where growth opportunities exist, including referral patterns, provider trends, competitive movements, and untapped market potential.
From a reporting standpoint, we rely on productivity and outcome metrics. Productivity covers calls, visits, account coverage, and activity consistency. Outcome metrics focus on growth trends, conversion, and market share opportunities. High performers show strong CRM discipline and a clear connection between effort and results. Gaps show up as inconsistent execution or under-prioritized opportunities which helps us step in earlier with coaching and strategic support.
What were the biggest challenges in driving CRM adoption across a franchise model?
The biggest challenge wasn’t the technology itself, it was change management. Franchises already had established habits, legacy processes, and varying levels of comfort with CRM tools. Changing their mindset from the tool as an extra task to the tool that drives growth was where we spent the majority of our efforts. .
Our onboarding approach focused on practical value and immediate results. We launched “Trella Academy,” running two live training sessions every day through the first quarter. These small group sessions were highly interactive and hands-on, with the ~20 participants sharing their screens to learn in real time. We also provided resource libraries, one-on-one coaching, and consistent follow-up. That combination was pivotal in growing adoption across the network.
“It’s all about how you make people feel. If you get people excited about it and they’re passionate about it, then they will be excited to use the product.”
— Johnny Jones, Senior Manager of Sales Operations, Vital Care Infusion Services
How has working with the Trella team helped you meet your goals?
Working with the Trella team has been exceptional. The team has been highly collaborative and quick to respond. They are incredibly open to feedback, which is critical when growing a large network across many different franchises. Overall, the partnership with Trella has helped us improve adoption, strengthen enablement, and keep momentum growing in the right direction.
What challenges are top of mind as you look ahead?
Keeping growth efficient. We’re expanding at an incredibly quick rate and growth creates complexity. Our role is to ensure the system stays clean, execution stays consistent, and leadership always has one source of truth inside the CRM. The biggest opportunity ahead is getting data even earlier and more intelligently. This will help us spot trends faster, prioritize smarter, and build something more scalable and disciplined as we grow.
If a peer called you tomorrow and asked whether to invest in Trella, what would you tell them?
I’d tell them it’s a strong investment for any organization that wants to grow with clarity and discipline. A lot of companies have data. A lot have tools. But the difference is whether you use those tools to help teams focus, execute, and make better decisions. Trella helps cut through the noise with Insights, identifies where opportunities live, and creates accountability around execution with the CRM.
I’d also be honest and say that the value comes from commitment. The best results happen when leadership is behind it, teams are willing and wanting to adopt it, and the platform becomes part of the day-to-day operation. For organizations willing to take those steps, it’s a very smart move.
“Grow with clarity and discipline. A lot of companies have data. A lot have tools. But the difference is whether you use those tools to help teams focus, execute, and make better decisions. Trella helps cut through the noise with Insights, identifies where opportunities live, and creates accountability around execution with the CRM.”
— Johnny Jones, Senior Manager of Sales Operations, Vital Care Infusion Services
Trella is thrilled to have Vital Care Infusion Services as a trusted and valued partner who supports our mission towards smarter growth and healthier outcomes.
To learn more about Vital Care, visit their website here.
