Challenge

The client had recently deployed a Patient and Provider Portal and wanted to address several pain points, including:

• Patient engagement occurring outside of Salesforce platform (Email/Calls).
• Payments handled outside of Salesforce and not tracked efficiently into Salesforce records post payment.
• Providers have no direct contact with Agents along with no Knowledge base setup.
• Both (Patient portal, Provider portal) communities not using configurable Salesforce Lightning platform capabilities to the fullest.
  

Solution

BlueSky as the lead Salesforce Implementation Partner, implemented the entire Patient & Provider Experience Enhancement project, which included:

• Researched, designed and implemented the latest Digital Engagement capabilities to streamline Patient engagement via multiple channels (SMS / Email / WhatsApp / Messenger) using Omni-channel.
• Implemented a solution to accept payments using Stripe payment gateway with full PCI compliance.
• Developed Einstein Bot for Provider portal to interact with Service Agents and built Knowledge base for Provider portal.
• Recommended and redesigned the Patient and Provider portals using out of the box (OOTB) Lightning components.
  

Impact

The engagement resulted in significant improvements for the Patient and Providers, including:

• Patients can choose preferred communication channel to reach out and a Service Agent can handle all such requests in single place via Omni-channel routing.
• Patients can now make payments on Salesforce platform and the payments are automatically and efficiently tracked to Salesforce records in real-time using Stripe’s webhooks.
• Providers are able to refer to the Knowledge base and interact with Service Agents via Chatbots.
• Patient and Provider portals are redesigned to utilize the OOTB Salesforce Lightning components to the fullest.