CUSTOMER STORY

A Salesforce Group Edition to Enterprise Edition upgrade and re-optimization

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.

Name*

Toronto Office – Head Office
146 Thirtieth Street
1st Floor
Toronto, ON M8W 3C4

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