Our client is an established healthcare provider headquartered in New Jersey, running a network of multi-specialty clinics that serve patients across both urban and suburban areas in the Northeast. Their services range from general consultations and diagnostics to specialized care in areas like cardiology, orthopedics, and women’s health. Alongside in-person consultations, they also offer virtual care options to extend accessibility and convenience for patients.
While they had already invested in a combination of electronic health record (EHR) systems and cloud-based scheduling tools, much of their internal coordination, like staff rostering, appointment confirmation, room and equipment assignments, and inventory readiness, still relied on disconnected systems and manual workarounds.
Reason for Collaboration –
As the healthcare provider expanded its clinical network, their internal coordination processes like scheduling, resource assignment, and appointment workflows became increasingly complex to manage using standalone tools and manual systems. They wanted to consolidate these operations into a single, intelligent platform that could support their growth while improving visibility and reducing manual overhead.
In exploring this solution, the leadership team saw a larger opportunity to turn their internal use case into a scalable product that could help similar healthcare providers. They were specifically looking for Salesforce AppExchange development services, and that’s where our experts stepped in. We partnered with them to design, build, and position their idea as a Salesforce-native application developed to meet industry, security, and platform standards for AppExchange listing.
Challenge –
1. Fragmented Internal Workflows and Scheduling Inefficiencies
The client’s clinical operations including staff rostering, room assignments, and appointment handling were spread across different tools and sometimes in manual spreadsheets. This created coordination related issues, increasing the risks of double appointments, and leaving the admin team with no centralized view to manage daily workloads efficiently.
2. Lack of Integrated Patient Communication Workflows
Their teams were still using third-party disconnected tools without system-level automation or tracking for appointment confirmations, reminders, and follow-ups. This led to inconsistent patient engagement, reduced show-up rates, and additional burden on front-desk staff to manually track communication histories.
3. No Visibility into Inventory Readiness at Point of Scheduling
With a high volume of walk-ins and virtual appointments across locations, the resource planning team struggled to track and manage essential medical inventories such as consumables and diagnostic equipment without a centralized system in place. Clinicians frequently encountered low stock or unavailable equipment moments before appointments, resulting in delays, last-minute rescheduling, and avoidable disruptions to patient care.
4. Limited Experience in Building Salesforce-Native Products
The client had a strong operational concept based on their internal needs but lacked the technical expertise to turn it into a commercial-grade product. They were unfamiliar with Salesforce AppExchange requirements, managed packaging, multi-org deployment models, and the security review process. Without the right guidance, they struggled to move beyond the idea phase and structure the application for scale, licensing, and external adoption.
5. Need Assistance in Fulfilling Regulatory Compliance
The client saw potential in offering their solution to similar providers but didn’t know how to approach product commercialization within the Salesforce ecosystem. They needed strategic and technical support to align with AppExchange standards, design a reusable data model, and structure the app for licensing and distribution.
Solutions –
To address the client’s operational challenges and help them bring their solution to market, we partnered with their leadership and operations teams to conceptualize, design, and build a Salesforce-native application, packaged for AppExchange and aligned with healthcare standards.
1. Salesforce AppExchange App Development
Our Salesforce AppExchange consultants got aligned with their internal teams for product ideations, strategizing and creating the architecture in the discovery phase. The entire research led to the development of an appexchange based solution which is a modular, scalable product capable of being delayed across multiple care centers and offered commercially to similar healthcare providers.
2. Centralized Scheduling Engine with Salesforce Scheduler
We built a custom staff scheduling system using Salesforce Scheduler, allowing shift-based slot management, role-based availability, and cross-location coordination for doctors, nurses, and technicians. Schedulers could view real-time availability and assign resources accordingly, eliminating double bookings and last-minute conflicts.
3. Experience Cloud Portal for Internal Booking and Front-Desk Coordination
Our experts also built a Salesforce Experience Cloud interface enabling admin teams to manage appointment bookings, staff assignments, and resource tracking in one place. This portal also served as an internal hub to review schedules, confirm appointments, and view resource readiness, ensuring smooth handoffs between departments.
4. Inventory Readiness Integration
Using custom logic and third-party integration touchpoints, we connected the app to the client’s inventory systems. Automated checks were triggered during appointment scheduling to flag low stock or unavailable equipment, giving clinical teams advance visibility and reducing disruptions.
5. Automated Communication Workflows via Flow & Marketing Cloud
We also configured Flow Builder to automate confirmation emails, SMS reminders, and post-visit follow-ups. For multi-channel outreach, we integrated Salesforce Marketing Cloud and various digital engagement tools to support WhatsApp, SMS, and email, all trackable within Salesforce. This improved patient engagement while relieving the front desk of manual tasks.
6. End-to-End Compliance Framework and Security Layer
We embedded a compliance-first architecture throughout the solution. Role-based access controls were implemented to ensure only authorized users could view or interact with sensitive data. Audit tracking was built into scheduling and communication workflows, enabling traceability for all user actions. We also implemented field-level encryption for sensitive data points and ensured that data-sharing permissions aligned with HIPAA guidelines. Our team conducted a pre-review against Salesforce’s ISV Security Checklist, helping the client confidently prepare for the AppExchange security review with compliance already built into the foundation.
Benefits
- Streamlined scheduling, resource planning, and appointment workflows into a centralized and easy-to-manage platform.
- Improved patient communication through automated confirmations, reminders, and follow-ups via integrated channels.
- Reduced operational delays and manual coordination efforts, improving efficiency across clinical and administrative teams.
- Transformed a functional internal tool into a scalable, AppExchange-listed product with long-term revenue potential.
