CUSTOMER STORY
A Salesforce Group Edition to Enterprise Edition upgrade and re-optimization
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Toronto Office
1050 King Street West
Toronto
M6K 0C7
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Company Profile
The Delaware Valley Accountable Care Organization (DVACO)—the largest ACO (Accountable Care Organization) in the greater Philadelphia region and one of the largest in the United States—is owned by two not-for-profit health systems whose shared mission is to improve the health of the communities they serve.
As an ACO, DVACO is composed of groups of providers and suppliers of services that work together to coordinate care for a defined population of patients with the goal of meeting or exceeding quality performance standards, while also reducing the rate of growth in health care costs.
The Challenge
DVACO wanted to tailor their Salesforce environment to match their needs. They needed an upgrade, as they were using the Salesforce Group Edition, which was designed for small businesses and work groups with a limited number of users. DVACO required the Salesforce Enterprise Edition, because it meets the needs of large and complex businesses, as it provides advanced customization and administration tools.
They were using Salesforce more as a strong database and were not taking advantage of everything a CRM platform like Salesforce could provide. Leads and Opportunities objects were not being used on their Salesforce system, just Contacts, Accounts, and some custom objects.
Their Accounts structure was very important to them and needed a very organized hierarchy. DVACO has healthcare providers in Pennsylvania and New Jersey that participate in their value-based care contracts, and they were using the same type of account for all groups of medical offices, corporations, and satellite offices. All these accounts had the same standard page layout.
Plenty of data about groups of medical offices that needed to be captured didn’t apply to satellite offices. Conversely, data that needed to be captured about satellite offices were either redundant or didn’t need to be captured on groups of medical offices. Their data gathering was gradually becoming confusing and complicated.
Also, DVACO wanted to be able to track customer information, notes, and show employees the work that was done on each practice so when a new employee looked at the account they can see what the last employee completed already.
The Solution
App Solve started with a Salesforce setup by creating a custom app for DVACO with role hierarchies, rules, and custom profiles. Accounts, Contacts, Leads, Opportunities and Orders were re-optimized by creating record types, validation rules, field dependencies, custom fields, and page layouts.
After that, App Solve configured reports and dashboards. Each report was customized based upon their specific business requirements (formatting, filtering, etc.). Formulas and graphs were also added to the reports. Additionally, each dashboard was adapted to DVACO’s unique business requirements (important KPIs, metrics, etc.) to include customized graphs and widgets.
Next, we conducted an advanced analysis of both the source and target systems and designed a detailed migration plan to streamline the relocation of their data. A detailed data migration plan was the essential first step in a successful data migration project to select, prepare, extract, transform and transfer DVACO’s data of the correct form and quality. Then, in order to accomplish this process between the two Salesforce editions (Group and Enterprise), we set up a schema restructuring process to optimize the organization of their important entities. Data migration to new fields was also done.
Finally, we hosted training sessions for users new to Salesforce covering topics such as Accounts and Contacts, Lead, Opportunities, Reports, Navigation and Salesforce1 Mobile App. Additionally, App Solve hosted training sessions for advanced users covering topics such as System Admin functions (i.e., user management, custom fields, page layouts), Creating Reports and Dashboards and Troubleshooting. All training sessions were also recorded and sent to the client for future on-boarding of new staff.
The Results
Not only does DVACO now benefit from having all of the information about their customers in one single source of truth, but also all their data is part of an organized structure and hierarchy set up according to their needs.
Each different type of Account has a proper record type and page layout that reflects appropriate information needing to be captured.
DVACO doesn’t need to spend hours on adding extra fields to the accounts for their satellite offices because that data can be inherited and captured at the parent Account level.
After the training, DVACO’s Salesforce users are able, among other things, to add custom fields, change page layouts according to their on-going needs, and create reports and dashboards to see their changing business conditions based on real-time data.
With the Salesforce Platform and Salesforce1 Mobile App, sales reps not only can access customer information from the road but also make updates and record notes with richer, more accurate data.
Management has complete insight of prospects, opportunities, orders, and more, enabling them to prioritize their time and attention. Because of this, DVACO has been able to streamline processes and become more efficient.
Products Utilized
Sales Cloud
As the core foundational CRM product within the Salesforce platform, Sales Cloud provides the baseline for the 30% revenue growth that the average App Solve customer achieves. Key areas like contact management, opportunity management, forecasting, reports and dashboards allow you to automate sales to supercharge growth.
Services Provided
Custom Solution
Whether we’re building custom applications in Salesforce like in Chatter, building API integrations from scratch or custom 3rd party application integrations – we bring technology to the business to ensure all company objectives are exceeded.
CRM Migration
Transferring data from one CRM to Salesforce can be difficult and is often a daunting process. We recognize the complexity of the data and the importance of protecting its integrity. Our consultants will develop and implement a migration strategy that is consistent with your business objectives.
What Our Customers Are Saying
Digitcom hired AppSolve to streamline Digitcom's processes from Quote to Cash. A digital service provider, Digitcom's requirements are challenging and AppSolve's thorough knowledge of Service Cloud and AccountingSeed ERP and Financial Suite made them uniquely qualified to help.
AppSolve delivered a comprehensive overview of Digitcom's processes. They simplified systems by eliminating half of the business tools currently in use, resulting in more cohesive work flows at a lower monthly spend.
AppSolve's team faced external challenges multiple times during their engagement with us, but managed to keep tightly to their deadlines and deliverables while maintaining a high-quality, professional service.
Digitcom Telecommunications Inc.
"A great long term partner. The team at App Solve has helped us implement several strategically valuable modules, custom design, and workflow processes to our org. We have been working with them for four years now. They understand our business needs and help us scope projects appropriately for our requirements and budget. Planning projects is always difficult when we don't understand the complexity of some challenges. They help us navigate appropriately and are reasonable to work with when original plans inevitably end up drifting into something different than first envisioned."
Craig MacAdam, CFO | Lift North America
"Great team to work with! App Solve knows their stuff. They helped to get Pardot integrated with Salesforce, and I am excited to see what we can do with it."
Dawn Jones, Director of Marketing | Kraun Electric Inc.
"Exceptional work and customer service! We contracted App Solve to help us with an implementation roadmap project and feasibility study. We were very pleased with the level of service they provided, the clarity of communication, and the attention we received. All our needs were addressed! I strongly recommend App Solve, their level of expertise, and customer service are unparalleled."
Asia Nebesnaia, IT Project Manager | Cox Automotive Canada Company
"The App Solve team was very knowledgeable, organized, and worked diligently to set up Salesforce and Pardot within a tight timeframe. We enjoyed working with everyone on the project and appreciated the guidance along the way."
Simon Dealy, CEO | HIRE Technologies
"Experienced partner with good staff. We did our first project with App Solve this past summer. It was implemented professionally and has had a positive impact on our business. The staff are responsive and know their stuff. We will definitely use them again."
Aaron Jones, CEO | Kraun Electric Inc.
"Highly skilled and easy to work with! I’ve been working with App Solve for several years as a Salesforce partner and a software implementor of our platform - Accounting Seed. In my experiences with App Solve, they've been spot on with respect to the Accounting Seed and Salesforce value proposition and I've had countless successful project roll-outs with our mutual customers! Cheers to many more, App Solve!"
Anthony Schermer, Senior Account Executive | Accounting Seed
"App Solve is great to work with, they take the time to understand our business and how best to implement Salesforce solutions to meet our objectives. Very knowledgeable team to work with our company as we rolled out Salesforce across North America to 12 cities, implementing our entire business. It was a pleasure doing business with App Solve. Thank you."
John Chiaramonte, Senior Business Development Executive | Enwave North America LP.
"Extremely pleased. David and his team have been a dream to work with. They are very responsive and complete projects in a timely manner. They also take the time to thoroughly explain things to a novice Salesforce user. I look forward to working with David in the future!"
Sierra Hayes, Operations Manager | Dream Local Digital
"Great Group to work with. We have used App Solve a few times and they have been great to work with. They were very knowledgeable and showed a willingness to work with or organization. I will use them for future consultation."
Chris Haase, President | Environmental Products Group
"We worked with the App Solve team to implement Salesforce for our organization, including the main system architecture and setting up the data model needed for our business. They have been a true partner in getting us rolling with Salesforce and have also been of great assistance in tackling smaller projects after the implementation was largely completed."
Gregory Kennedy, Controller | Generis
"Fantastic experience working with Pattie & David. Our company recently completed the transition to Lightning with the competent, guiding hand of Pattie. This transition provided us the perfect opportunity to fix an ongoing issue that was caused by a custom-built feature. Pattie & her team took the time to clearly understand the issue and to take the proper steps to fix it. I would highly recommend App Solve to anyone looking to integrate Salesforce into their business."
Lee-Anne Golden, Managing Director | Urban Flats Toronto
"A true partner. The team at App Solve is amazing. We have truly valued their expertise and consider them a partner, helping us maximize our Salesforce experience. They have been lifesavers on more projects than I can count. We look forward to a long and productive relationship. 5 stars all around!"
Kerrie LePage, Director of Marketing and Product Management | Edenred Commuter Benefit Solutions
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