Experience Cloud Propels AI Tech Provider’s Productivity by 30% and Onboarding Completion Rates by 95%

About the client

The client is a leading technology solutions provider renowned for its expertise in conversational AI and ambient intelligence. With a strong market presence in generative AI, the client continues to innovate and enhance everyday work and life through intelligent solutions. Their AI-driven, voice-enabled Ambient Clinical Intelligence (ACI) solution uses ambient sensing tech to listen securely to clinician-patient dialogues. It offers workflow and knowledge automation that complements the Electronic Health Record (EHR).


Client challenges

The client embarked on a project to streamline operations and enhance customer satisfaction by upgrading their Salesforce system. The primary goals included refining contact management, optimizing data migration, and improving operational capabilities. Below is a summary of the challenges encountered:

  • Fragmented contact records: Difficulty managing contacts due to a lack of distinction between internal and external contacts.
  • Inadequate data migration: Inconsistencies due to scattered contact and user data across multiple platforms.
  • Complex onboarding processes: Cumbersome management of pilot projects and onboarding processes for new healthcare providers.
  • Specialty management: Need to transition from legacy specialty classifications to standardized CMS taxonomies.
  • Limited reporting and visibility: Lack of comprehensive dashboards and reports hindered tracking user activities and implementation progress.
Solution

To address the challenges and ensure the success of their transformative initiative, the client partnered with DemandBlue, a subsidiary of PreludeSys and a trusted Salesforce consulting partner. We provided expertise and a tailored approach to alleviate the client’s operational challenges and enhance their services.

1. Contact Management Enhancements

  • Segmented contacts to enhance clarity and consistency.
  • Introduced new fields to track key dates, roles, and status information.
  • Expanded termination reasons to include more categories.

2. Data Migration Improvements

  • Created Salesforce users for key roles and designated internal contacts.
  • Migrated all user data from spreadsheets to Salesforce for centralized management.

3. Opportunity and Onboarding Enhancements

  • Enhanced the pilot process with additional fields and validations for start dates, onboarding roles, and EHR details.
  • Implemented notifications and tasks to streamline onboarding processes for designated managers.
  • Introduced validations to ensure stage changes in opportunities adhere to procedural timelines.

4. CMS Taxonomy Changes

  • Created a new object for CMS taxonomies, modernized previous specialty classifications, and imported extensive CMS taxonomy data.

5. Reporting and Dashboard Enhancements

  • Developed a new dashboard to monitor user activities, which displays total versus active users, practices, new versus terminated users, and top practices by active user count.
  • Produced a comprehensive user list report highlighting contact implementation dates, onboarding progress, and respective roles.

6. New Partner Portal for Scribe Managers

  • Launched a new Scribe Manager Profile and App, granting access to critical functionalities like accounts, contacts, opportunities, tasks, calendars, notes, reports, dashboards, and CMS taxonomies.
Results at a glance
95% improvement in onboarding completion rates 99% enhancement in reporting accuracy 30% increase in productivity
Benefits
  • Improved contact management: Clear differentiation between internal and external contacts streamlined data handling and improved accuracy.
  • Seamless data migration: Consolidated user data within Salesforce eliminated inconsistencies and enhanced data reliability.
  • Streamlined onboarding processes: Automated tasks and notifications led to a 95% enhancement in onboarding completion rates. This facilitated timely and thorough onboarding processes.
  • Standardized specialty management: Transition to CMS taxonomies improved specialty management and reporting accuracy improved by 99%.
  • Enhanced reporting and visibility: New dashboards and reports provide actionable insights, facilitating better decision-making and operational oversight.
  • Optimized Scribe Manager operations: The dedicated app empowered Scribe managers with essential tools, boosting their productivity and engagement by 30%.

With DemandBlue’s Salesforce expertise, the client addressed operational challenges and set a foundation for future growth and innovation. This project demonstrates their commitment to leveraging technology for exceptional healthcare solutions and services, with DemandBlue playing a crucial role in achieving these objectives.

Technology

Experience Cloud, Sales Cloud