Revolutionizing Telemedicine & Digital Health with Salesforce and MuleSoft

A leading multinational telemedicine and virtual healthcare company, headquartered in the United States, sought to streamline its operations and enhance patient care delivery. The company relies on telephone and videoconferencing software as well as mobile apps to deliver a range of specialized services including, mental health services, telehealth, and integrated virtual care. They partnered with Cymetrix to develop a robust digital platform that could help them efficiently manage its diverse offerings and improve overall operational efficiency.

• Salesforce Sales Cloud
• Salesforce Service Cloud
• MuleSoft 
• Salesforce Community Cloud
• Salesforce CPQ

The healthcare company faced several key challenges in developing its digital platform:

• Global Collaboration and Automation: The company needed a solution that could be utilized by global teams to improve service delivery to clients. This required a platform that was flexible, scalable, and capable of automating various processes to minimize manual intervention.
• Data Integration and Seamless Service Delivery: Integrating multiple sources of data to fetch necessary client information was crucial for providing seamless services. This involved ensuring data accuracy, consistency, and timely access to relevant information.
• Customizing CPQ and Communication: Automating the subscription process through CPQ customization was essential to streamline operations. Additionally, establishing multiple points of communication with clients and integrating with external storage solutions were necessary to enhance customer experience and data management.

To address the challenges faced by the healthcare company, we developed a robust digital platform leveraging the Salesforce platform. Our approach included the following key components:

• Salesforce CRM Implementation: We implemented Salesforce Sales Cloud and Service Cloud to streamline sales, service, and customer relationship management processes. This provided a unified platform for managing customer interactions, tracking deals, and resolving issues efficiently.
• Business Process and Workflow Automation: We designed and implemented custom business processes and workflows on the Salesforce Core Platform to automate repetitive tasks, improve efficiency, and ensure consistency. This included automating subscription processes, generating reports, and managing case escalations.
• Customer and Partner Community: We leveraged Salesforce Community Cloud to create a dedicated portal for customers and partners. This portal provided self-service capabilities, access to knowledge base articles, and a platform for collaboration and communication.
• Third-Party Integrations: We integrated the platform with third-party software using REST API to ensure seamless data exchange and functionality. This enabled the integration of data from various sources, such as EHR systems, payment gateways, and other external systems.
• Enhanced Features: The solution also included features such as:
  • Integration with CPQ to automate the subscription process.
  • Multiple communication channels to facilitate effective interaction with clients.
  • Business and operations reports and dashboards to provide valuable insights and drive data-driven decision-making.
  • A single source of truth for data, easily accessible by service agents to improve service delivery.
  • Automated process flows to accelerate service delivery and reduce response times.

By combining these elements, we delivered a comprehensive digital platform that empowered the healthcare company to improve efficiency, enhance customer experience, and achieve its business objectives.