Scaling Mobile Wound Operations Case Study

The Challenge: Overcoming Operational Inefficiencies During Rapid Growth

A fast-growing mobile wound care provider delivering services to skilled nursing facilities across multiple states faced major operational hurdles as demand surged. Their clinical team traveled daily in branded vehicles to deliver care at patient sites—but behind the scenes, processes were being held together with whiteboards, spreadsheets, and group texts.

Scheduling was manual and error-prone, creating bottlenecks as patient volume increased. Referral and patient information was scattered across emails and Google Docs, leading to inconsistent coordination and lost productivity.

In addition to fragmented workflows, the organization lacked visibility into key metrics like provider productivity, visit types, and revenue trends. Manual systems delayed everything from referral intake to first patient visits, and billing was often slow and inaccurate. The result: slowed patient care, staff burnout, and missed opportunities to scale effectively.

Our Goal

Our objective was to transform this organization's operational processes to support their rapid growth and enable scalable expansion. Specifically, we aimed to:

Enhance scheduling efficiency to maximize provider visit capacity.
Establish a centralized system for managing patient and facility data.
Implement robust reporting capabilities to provide insights into provider productivity, visit types, and coverage gaps.
Lay the foundation for future automation and integrated billing workflows to ensure long-term operational efficiency.

1. Centralized Referral & Patient Tracking
Salesforce Sales Cloud replaced spreadsheets and email chains, enabling referral intake, visit tracking, and facility records to live in one centralized system.

2. Intelligent Scheduling with Salesforce Field Service
Schedulers now manage appointments through a visual dispatch board. Clinicians receive tasks on mobile devices with optimized routing based on geography and skill set—cutting down on back-and-forth and boosting accountability.

3. Bi-Directional EMR Integration
Salesforce was integrated with their wound care EMR (Intellicure), creating a seamless data flow and ensuring accurate, compliant documentation at every step.

4. Real-Time Operational Reporting
Custom dashboards provide insight into visit volume, referral-to-visit time, clinician utilization, and geographic coverage—empowering leadership with real-time, actionable data.

5. Standardized Operational Workflows
From referral intake to care delivery, workflows were standardized to reduce errors, improve efficiency, and align with regulatory best practices.

6. Scalability & Future-Readiness
The implementation was designed for scale, supporting expansion into new markets and unlocking future capabilities such as automated billing and predictive staffing.

The Results

The implementation delivered measurable and transformative results. Operational bottlenecks were eliminated, enabling faster, more efficient care coordination and improved clinician utilization. The centralized platform created visibility across scheduling, referrals, and performance metrics—empowering leadership with real-time insights. Most importantly, it positioned the company for scalable growth, laying the groundwork for future advancements such as automated billing, advanced analytics, and predictive staffing. They are now operating with greater efficiency, reduced administrative burden, and a proactive, data-driven approach to care delivery.

Referral-To-Visit Time Cut by Over 50% Patients received care faster—enabling faster care delivery and revenue recognition.

Scheduling Time Reduced by 75% Schedulers managed 3x the appointment volume with no added headcount.

Significant Boost in Staff Utilization Better route planning and mobile workflows reduced burnout and increased productivity.

Expansion into 2 New States in 6 Months Scaled efficiently while maintaining high care standards and centralized oversight.

Fully Integrated with Intellicure Bidirectional sync keeps wound care data accurate, complete, and actionable across systems.

Data-Driven Decision Making Leadership now accesses real-time analytics to monitor trends, identify gaps, and plan proactively.

Where Technology Meets Care: Scaling Mobile Wound Operations

Services Provided

The Challenge: Overcoming Operational Inefficiencies During Rapid Growth

Our Goal

**Our solution aligned operations, technology, and leadership priorities around a scalable Salesforce platform. This transformation focused on six strategic areas:**

The Results

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