Introduction
Our client is a prominent North American medical device manufacturer specializing in smart, connected healthcare solutions designed to support chronic condition management. With a diverse product line that includes insulin pumps, cardiac monitors, and respiratory health devices, the company serves over 1.5 million patients across hospitals, clinics, and home care environments. Operating in more than 20 countries, the organization combines innovation in wearable technology with a strong focus on patient safety, compliance, and performance reliability.
Its operations span device manufacturing, distribution, post-market surveillance, and customer support—supported by a large network of healthcare professionals, technicians, and service partners.
Reason for Collaboration
The company had implemented Salesforce Service Cloud in its early stages to support basic service case logging, but the platform remained underutilized and disconnected from key operational systems like device tracking, patient data, and regulatory documentation. As the organization expanded its product footprint and customer base, the need for a more integrated and proactive Salesforce environment became increasingly evident.
Internally, they recognized that sustaining and scaling the platform would require more than ad hoc support or reactive updates. They began looking for a specialized team that could provide structured, ongoing technical guidance, ensuring the platform remained optimized, compliant, and responsive to the evolving demands of their business and the healthcare industry at large.
Challenges
- No Unified View Between Service Cases and Device Data
The lack of integration between Service Cloud and the company’s device registration and tracking systems made it difficult for service agents to view device-specific details. Such details include model history, warranty status, or prior incidents, within the same service workflow. This disconnect hindered both first-call resolution rates and SLA compliance.
- Limited Automation in Regulatory Escalation Workflows
Regulatory complaints and adverse event reporting (e.g., FDA Form 3500A, EU MDR Article 87) required manual triaging, documentation, and escalation, leading to delays and inconsistency in response timelines. There were no automated triggers or audit trails tied to case severity or device type.
- Underutilization of Existing Salesforce Investment
Despite having Service Cloud in place, many capabilities like case assignment rules, knowledge base integration, and service analytics were either misconfigured or unused. The platform was not optimized for healthcare-specific workflows, resulting in operational inefficiencies and missed opportunities for automation.
- Lack of Real-Time Operational Visibility
Service leadership lacked access to consolidated dashboards showing key metrics like complaint trends by product line, resolution time by region, or SLA adherence. Without integrated reporting from systems like device databases or EHRs, decision-making relied on siloed data and manual exports.
- Unstructured Approach to Platform Maintenance and Scaling:
Platform maintenance was handled on an as-needed basis, leading to configuration drift, growing technical debt, and inconsistent user experiences. There was no formal release management process in place, and internal teams struggled to stay on top of Salesforce platform updates, compliance requirements, and business change requests.
Solutions
By integrating Health Cloud and Experience Cloud with DevOps Center, we delivered a connected, scalable Salesforce environment that linked service cases with device and patient data.
- Unified Case and Device Visibility with Health Cloud Integration
Our expert re-architected the service data model using Salesforce Health Cloud to link patient profiles with registered medical devices and service case history. This gave agents a 360° view, connecting complaint data, device lifecycle status, and past interactions in one place. This consolidation enabled smarter triaging, faster response times, and better service continuity.
- Automated Regulatory Event Identification and Routing
Using Flow Orchestration and platform event triggers in Service Cloud, we automated the identification and escalation of high-priority or regulation-sensitive cases. Specific conditions (e.g., device model + complaint type + severity level) now automatically generate internal alerts, initiate compliance checklists, and tag appropriate teams, ensuring timely action and documentation for FDA and EU MDR protocols.
- Omni-Channel Support Integration with Experience Cloud
We integrated existing web forms, email, and support channels into a centralized Experience Cloud portal, giving both patients and providers a consistent self-service experience. Users can now log complaints, check service status, and access device documentation—all of which feed into Service Cloud in real-time. This not only reduced agent load but ensured complete interaction history is preserved across touchpoints.
- Platform Scalability through Modular Enhancements and Admin Governance
Having expertise in Salesforce managed services, our architect established a modular enhancement model with version-controlled development for new flows, automations, and integrations. Leveraging Salesforce DevOps Center and a sandbox strategy, updates are now deployed consistently across business units, reducing configuration drift and ensuring functional parity. Admin teams now operate under a clear governance framework supported by our technical team.
As their Salesforce Managed Service Provider, we helped set up a modular development model built around version control, enabling smoother updates to flows, automations, and integrations. Leveraging Salesforce DevOps Center and a sandbox strategy, updates are now deployed consistently across business units, reducing configuration drift and ensuring functional parity. Admin teams now operate under a clear governance framework supported by our technical team.
- Structured Release Management and Proactive System Monitoring
Our team introduced a structured release calendar with coordinated UAT cycles, rollback plans, and change request pipelines. Using Salesforce Optimizer, Health Check, and custom performance dashboards, we implemented ongoing monitoring, health reporting, role-based access controls, and compliance with HIPAA standards. Our team ensures the environment remains stable, secure, and aligned with both business changes and regulatory updates.
Benefits
- Faster, more personalized support for patients and providers through a connected view of devices, service history, and interactions.
- Regulatory peace of mind with automated compliance workflows that reduce manual effort and reporting delays.
- Greater self-service convenience for customers, leading to fewer support requests and a smoother overall experience.
- Enhanced regulatory compliance minimizes risk exposure and builds greater trust with both patients and regulatory bodies.
