The Challenge: Complex Scheduling
Aylo Health, a growing primary healthcare provider, was using a scheduling tool to keep track of patients and their records, automate flows and reminders to reach out to patients for appointments they need, check in patients, input data from intake forms, assist patient advocates to navigate through the office and more.
The company has 137 internal Salesforce users and 120,000 external users, which continues to grow. They decided it needed to upgrade its scheduling tool to fit its business needs better.
They used software called cCinicalWorks (ECW) and InRule that was hosted off-platform, separate from its Salesforce CRM. This made for longer connection times to enter data manually, decreased productivity, and increased chance of error. As a healthcare business, the scheduling tool required intricate rules around when, how, and what can be scheduled and for whom. It was challenging to build a scheduling tool that could follow complex rules while increasing productivity and integrating into its Salesforce CRM.
We needed to build a custom solution in Salesforce and upgrade scheduling features.
Our Provisions Group Solution
Our team decided to create a custom solution – which involved recovering parts of what was working in the system (parts of ECW) and re-building the rest in native Salesforce. The custom scheduling application serves internal and external purposes – including scheduling patients, inputting data, and more. The elaborate scheduling, plus a scheduling audit log, called for heavily customized integration with Marketing Cloud. In addition, it already had call metric support set up with Five9, a call and contact support system, but we added a chat support feature to its website (with Five9), and all those leads are filtered into its Salesforce CRM. The scheduling tool can be broken down into three primary purposes:
Central Scheduling – an internal use for the health care provider’s employees to schedule patients, input data and more
Staff scheduling – an internal use for staff scheduling that is almost identical to the layout of central scheduling but built of Salesforce Experience Cloud
Patient Scheduling – an external use for patients to schedule their own appointments and access their healthcare information
Custom Scheduling Tool
After our team stepped in and redesigned the system for the scheduling tool and integration, the healthcare provider company has had successful outcomes. We combined all the data for both internal and external purposes into a unified platform. The company saved money on InRule after not needing to use all its features. More tasks are automated and cut down time for scheduling and data entry.
We combined data, removed unneeded features, and automated tasks.
The unified platform saved money and time with less manual entry.
“I would recommend Provisions Group to any company looking to improve their Salesforce CRM system – not only are we using them to get our system set up properly, but they’ve integrated our developers into the process, which has completely enhanced the project and our system.”
Vice President of Digital Products