A leading provider of diagnostic testing in North America faced the challenge of migrating from their existing PEGA system to Salesforce while ensuring business continuity. The goal was to enhance case management, documentation and workflows to meet the evolving needs of their multi-channel operations. The successful migration enabled improved service delivery, better workflow customization and a more integrated approach to managing patient interactions and data.
The Challenge
Adapting to evolving business requirements
The migration presented several challenges:
- Maintaining complex, customized workflows, test not performed (TNP) and specialty workflows during the transition
- Preserving the accuracy of business-aligned workflows that handled medical and technical consults, urgent results and specialty client needs
- Managing the upstream data flow to Oracle Data Store and Data Lake
- Developing real-time dashboards for monitoring and reporting to enhance agent and supervisor efficiency
The Objective
Reaching optimal performance and scalability
The primary objective was to migrate from PEGA to Salesforce seamlessly while improving the efficiency of case management, documentation, and various business workflows. The goal was to leverage Salesforce's capabilities to support:
- Enhanced case management and documentation
- Implementation of service type and service reason categorizations
- Custom workflows and escalation processes based on call types, agent skills and severity
- Enterprise-wide patient search capabilities
- Comprehensive multi-channel integration
- Streamlined business processes and SLA measurement across divisions and sites
The Solution
Personalized remedies for enhanced operations
To address these challenges, a comprehensive migration strategy was implemented:
- Workflow Customization: Tailored workflows for call routing, agent skill-based assignments and escalation processes were configured in Salesforce. This included specialty workflows for urgent results, delay management and specialty clients.
- Multi-channel Integration: Salesforce was integrated with Five9, QLS and Quantum ensuring smooth communication across all platforms
- Data Management: A robust upstream data flow system was set up, ensuring that data from Salesforce was accurately transferred to the Oracle Data Store and Data Lake
- Business Aligned Workflows: Custom workflows aligned with business needs, such as medical and technical consults, LabHQ processes and the following best action recommendations, were implemented to optimize service delivery
- Monitoring and Reporting: Dashboards were created to provide real-time tracking and reporting capabilities for agents, supervisors and workforce management, ensuring that business SLAs were met
The Impact
A transformative solution drives the client's business expansion and operational excellence
- Leveraging 60% out-of-the-box features significantly reduced implementation complexity and accelerated deployment
- Implementing 20+ integrations with their legacy systems ensured seamless data flow and improved operational efficiency
- Developing 50+ reusable Lightning Web Components enhanced consistency and streamlined future development efforts
- Onboarding 1500+ agents within 8 months demonstrated rapid scaling and improved service capacity
