Client Overview
The client provided affordable generic medications in the US. To deliver their services, they utilized a combination of technologies such as Salesforce Clouds, including Sales Cloud, Marketing Cloud, Service Cloud, and Experience Cloud. Users access reduced prices through a free or premium card and can direct a portion of proceeds to a nonprofit of their choice. Accepted by major pharmacy chains, it combines cost savings with community impact, making healthcare more affordable and socially responsible.
Reason for Collaboration
The client faced critical gaps in data security, pricing accuracy, and operational efficiency across their platform. Struggling with manual processes and disjointed systems, they turn to our expertise in Salesforce implementations and integration services to streamline workflows, ensure compliance, and enhance customer trust.
Challenges
- Gaps in Sensitive Data Handling: While managing sensitive health information, the client needed stronger safeguards to ensure consistent data protection during logins and across integrated systems. across platforms. Their existing setup lacked robust security compliance, as major pharmacy chains rely on this data daily.
- Outdated Medication Pricing and Availability: With drug prices changing frequently, their existing technology struggled to maintain accurate, real-time medication listings. Customers kept finding mismatches between advertised prices and checkout totals, damaging trust in their service.
- Complex Shipping Management: The client was not able to provide exact shipping options and pricing across multiple carriers (FedEx, USPS, UPS) as it required manual calculations. This resulted in delayed orders and pricing errors that impacted customer satisfaction.
- Complicated Payment Processing: Handling one-time and recurring payments with varying state tax regulations created reconciliation headaches for the client. The lack of automated tax calculations increased the issues related to billing inaccuracies and compliance adherence.
- Poor Discount Redemption Rates: Customers were not receiving or redeeming promotional discounts due to disjointed communication channels and a lack of automation in coupon distribution.
- Fragmented Revenue Tracking: Manual accounting processes were unable to consolidate income streams from drug sales, donations, and subscriptions. This gap caused delays in reporting and visibility across business lines.
- Inefficient Charity Onboarding: The manual process for nonprofit partner registration involves document generation, signatures, and tracking. It created administrative bottlenecks for client operations that delayed social impact initiatives.
Solutions
Our Salesforce Integration specialist leveraged Salesforce Clouds, including Sales, Marketing, Service, Experience Cloud, alongside third-party integrations to replace their legacy systems with automated, HIPAA-compliant workflows. Here’s how we resolved each pain point:
- Heroku Shield + Heroku Connect: We deployed HIPAA-compliant authentication via Heroku Shield for secure logins, while Heroku Connect maintained real-time data synchronization between Salesforce and customer-facing systems.
- Change Healthcare PBM Integration: We integrated Change Healthcare to automatically update drug pricing and pharmacy availability in real time. This eliminated manual data entry and guaranteed accurate medication listings.
- Zenkraft Shipping Automation: Implemented Zenkraft’s carrier integration to dynamically calculate shipping costs and generate labels based on destination, weight, and service level. It eliminated manual rate lookups.
- Kulturra Payment Processing: We configured Kulturra with Authorize.net to process all payment types. Custom Salesforce logic automatically applies state-specific tax calculations, ensuring compliance and accuracy.
- Marketing Cloud Campaigns: Our experts automated personalized discount delivery through Marketing Cloud, triggering targeted SMS/email promotions. The system now tracks redemption patterns to refine promotions and boost engagement.
- Accounting Seed Integration: We connected Salesforce to Accounting Seed to unify revenue tracking across drug sales, donations, and subscriptions. This gives finance teams real-time insights into all income streams without manual reconciliation.
- S-Docs for Digital Onboarding: Our Salesforce developers streamlined charity partnerships by implementing S-Docs for automated PDF generation and e-signatures. Nonprofits now complete registration in hours instead of days, accelerating social impact initiatives.
