MedZed is a technology-enabled healthcare company focused on delivering specialized home care to patients with complex needs through the use of technology. To do this, MedZed uses a fully-integrated internal technology platform, CareForce for managing it’s CRM, EHR, case management, scheduling, routing and analytics.
To take things to the next level, MedZed decided to integrate Salesforce into their workflows in order to streamline the customer service experience and take advantage of Einstein Analytics to make intelligent predictions about patient needs when they contact MedZed.
Problem: MedZed wanted to fully integrate Salesforce with their systems but also maintain HIPAA compliance at all times. They wanted improved workflows and the ability to manage data in the field with confidence there would not be any security issues with the platform.
Solution: Oktana was brought in to build out MedZed’s Salesforce integration, CareForce.
First, using Node.js, we built a custom Heroku app to connect MedZed’s healthcare systems to their Salesforce organization in an effort to streamline patient data processing.
Next, Salesforce custom objects were created to store all client data on the back-end and ensure maintenance of HIPAA compliance.
To streamline interactions between CareForce users and their patients, we utilized standard workflows and approval processes.
Sales Cloud activity objects were then used to record all inbound/outbound communications.
To build the app itself, we used Angular to build the front-end and created a Heroku Postgres database for the back-end. Because MedZed was already using Salesforce Classic and did not want to migrate to Lightning, the app was built using Salesforce Classic which allowed us to integrate with MedZed’s existing platform without issue. Einstein Analytics was then integrated into the Salesforce Dashboard to allow for analytical data to be gathered as patients interact with employees at MedZed.
Results: Through our work with MedZed we were able to integrate Salesforce into their workflow and maintain proper HIPAA compliance. They are now able to use Sales Cloud to track patient interactions which allows them to greatly improve customer satisfaction by streamlining and speeding up the patient experience. By integrating everything into their current systems, they are able to take advantage of the strength of Salesforce without the need to fully migrate to the platform.