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Custom Internal Portal on Salesforce for a Healthcare Organization
Delivered a custom internal portal built on Salesforce Experience Cloud to simplify patients’ data management, reduce licensing costs, and make user interaction smoother and more user-friendly.
Customer
Healthcare and Wellness Provider
Country / Region
United States
Industry
Healthcare
Highlights
Custom Salesforce Experience Portal
Google Meet & Twilio Integration
LWC-based Appointment Scheduler
Real-time Notifications Engine
Client Requirements
Unified Operational Platform
The interface needed was a single-page console with which to handle the records of the new patients, orders, appointments, and all the tracking of the visits of the overall visits to allow the overall control of all the data and activity related to the care.
End-to-End Sales Workflow Management
The staff and workforce wanted a simplified process of handling the sales lifecycle process; i.e., handling leads, turning them into patients, as well as providing them with healthcare, all within an integrated system.
Notifications & Appointment automation
The client wanted to be notified automatically about the current updates and reminders in real-time and needed a system that had an in-built appointment schedule to avoid using third-party tools and sustain the workflow.
Challenges
Lack of a Unified Platform
The lack of a centralized system meant that the staff could not conveniently handle patient records, service offerings, and product data, which created disjointed workflows and inefficiency in operations.
Scattered Sales Process
There was a lack of a straightforward process between lead capture and conversion up to service provision, and as such, communication loopholes and setbacks had to be within departments.
High Salesforce License Costs
Our client’s workforce should have access to Salesforce, but they were limited by high license models. The association sought to decrease the licensing price per user and at the same time provide complete functionality.
Complicated Salesforce UI
The Salesforce interface was too complex to be used by the non-technical employees, leading to friction in the adoption process and the necessity to repeatedly train them and provide support.
Solutions
Custom Experience Cloud Portal
A custom lightweight Experience Cloud site, based on the Lightning Web Runtime (LWR), was built to lower the cost of the Salesforce licenses and ease access. This was a portal platform through which employees could log in and find the details of patients easily, without making any complicated changes to the care plan or follow-ups after appointments, and all this was achieved via a lightweight and user-friendly UI. The portal platform minimized manual work and increased data visibility.
Personalized and Branded UI
The theme was built in Experience Site Builder to customize the theme of the interface so that it enhanced user interaction and ease of navigation. The UI was branded in line with the brand of the organization, and it still had all standard authentication features; thus, it is secure and visually sound.
Active LWC Tabs and Appointment Booking
Custom Lightning Web Components were developed to give dynamic navigation tabs that could be managed by using Custom Metadata Types. This enabled employees to switch between the dashboards, patient information, and appointment listings, support windows, as well as other data elements on one screen. The task of scheduling was done through a tailor-made calendar input LWC component, which enabled day- and week-level filtering capabilities and switching between the views of patients with no obstacles.
Google Meet & Twilio Integration
Google Meet was connected to ease virtual and actual consultations. It is now possible to send meeting invites with a single click with auto-generated Google Meet links. Moreover, Twilio was connected with Salesforce and used to send automated SMS messages to patients about prescription reminders and lab results, among other important messages. A notification system brought to the same standard as notification functionality in Salesforce and customized for internal users to distribute real-time updates every time an operation was performed, which enhanced operational responsiveness.
Planning to enhance and track all your healthcare processes in a convenient platform? Get in touch with us and get a personalized portal for your healthcare company.
Technical Stack
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COMPANY
A healthcare organization headquartered in the U.S. that provides wellness, aesthetic, and regenerative treatments. The objective of the client was to update internal work processes, simplify the process of patient care, and provide employees with a simple and low-maintenance digital workplace.
Conclusion
The dysfunctional, license-intensive, and inefficient systems of our client’s healthcare organization were replaced with a connected, smart, and Salesforce Experience Cloud-based platform. The use of Lightning Web Runtime (LWR), Experience Site Builder, and LWC components made it possible to implement a low-cost and seamless portal that enabled staff to conveniently manage patients, leads, documents, appointments, and internal communications all-in-one.
The integration of Google Meet and Twilio SMS automation only improved their engagement process and turned the clinic into a more responsive and organized place. The solution not only introduced a new standard in clients’ operations in the digital realm but also enhanced access to them and made them simpler and more convenient.
Benefits
- Reduced costs of Salesforce Licenses
- Facilitated centralized patient and workflow control
- Improved the performance of workers and a user-friendly interface
- Greater contact with patients through auto SMS & schedules
