A non-profit health system upgrades it's data storage and enterprise platform to remain compliant with government regulations.
SITUATION
Our client, a health system, had customer and payment data stored on aging legacy systems that were not compliant with current government regulations. They needed assistance implementing a new Salesforce instance to migrate their patient and appointment system (ACT!) to Salesforce Service Cloud. Given the lack of expertise of their in-house team, the client was seeking a partner with the technical experience to implement Salesforce, migrate their data from ACT! system, and improve patient and appointment registration.
Improved patient experience by upgrading an enterprise system used by over 1,000 doctors.
Initially, Apex built a team of Salesforce consultants capable of addressing the key needs of the ACT! migration by participating in discovery sessions, creating project scope documentation, and executing the implementation plan. Our team performed an assessment of the legacy system to define profiles, roles, data security, data mapping, and business paths to design a project plan that allows us to recreate and improve ACT! workflows into Salesforce processes using Salesforce Lightning. These workflows included Patient Registration, Appointment Scheduling, and International Physicians. Once we clearly defined the scope and project plan, our team moved the data from the ACT! legacy system into Salesforce Service Cloud and Health Cloud. Additionally, the team migrated the client’s data from on-premises to the cloud to facilitate the transition to Salesforce and helped the client go live. We migrated more than ten administrator users, over 6,000 registered patients, over 1,000 doctors, and over 2,000 appointments from the ACT! system to Salesforce Service Cloud and Health Cloud. Apex created finance and international services users in Salesforce and assigned roles, profiles, queues, and chatter groups.
RESULTS
Our client’s data storage practices were brought into compliance with government regulations. Additionally, their business processes as well as patient experience were enhanced by automating patient registration, appointment letters, and demographic forms. Our team also compiled solution and system components documentation to ensure knowledge transfer and compliance. As a result of our success in this project, the client has offered Apex additional work.
