Standardizing Salesforce Orgs and Optimizing Call Center Operations at One Medical
At A Glance
One Medical, a primary care organization acquired by Amazon, faced challenges optimizing its Salesforce instance due to a lack of industry-specific expertise from a previous partner. Torrent Consulting’s Managed Services engagement addressed these issues, providing Salesforce-certified experts who implemented best practices for system architecture, streamlined field events management through a Salesforce Community, and centralized call center data with TalkDesk app configuration. The partnership also focused on improving communication efficiency and lead conversion rates. This collaboration has fostered a reliable, value-driven relationship, aligning with One Medical’s goals to enhance operational efficiency, streamline field event management, and boost call center performance, ultimately improving the overall patient experience.
What We Did
- Managed Services
- Marketing Cloud
- Experience Cloud
- Sales Cloud
- Org Migration
- Improved Marketing Operations
- Data Centralization
- Call Center Efficiency
- Salesforce Best Practices
- Implementation Partners
Company Overview
One Medical is a primary care organization with the mission to redefine healthcare by making it more affordable, accessible, and enjoyable. They offer a patient-centric approach that seamlessly blends in-person, digital, and virtual care services, allowing patients to easily schedule appointments, renew prescriptions, and access real-time health records., setting a new standard for healthcare delivery.
After its acquisition by Amazon, One Medical needed strategic guidance to ensure a seamless transition. As a technology-driven medical provider, One Medical’s success relies on the efficiency of its systems, with Salesforce playing a pivotal role in its business workflows. The extent to which One Medical can be successfully integrated into Amazon’s operations will ultimately determine its impact on patient care.
Business Challenge
One Medical heavily depends on Salesforce for managing referrals, tracking, coordinating, supporting care services, and attracting more patients. However, they faced obstacles in maximizing their Salesforce investment because their previous implementation partner lacked experience in the nuances of the healthcare industry. This hindered the realization of One Medical’s vision for the Salesforce platform, resulting in several challenges:
Missing Skillset on Admin Team: One Medical faced obstacles in enhancing their admin team's abilities to manage org improvements and maintenance in alignment with Salesforce and industry best practices. This deficiency impeded the optimization of Salesforce capabilities, resulting in delays.
Standardizing Salesforce Orgs: The rapid pace of acquisitions posed challenges in standardizing diverse Salesforce orgs and workflows to align with their updated business approach. This process became intricate due to the dynamic nature of the organization's growth.
Marketing Operations Visibility: Marketing operations struggled to track agents' field events activities and communication, leading to a lack of visibility. This limitation hampered their ability to gauge the effectiveness of marketing strategies and report on return on investment (ROI).
Managing Multiple Data Sources: One Medical faced inefficiencies in managing multiple data sources for new patients entering Salesforce. The absence of a central viewing point for their CTI in the platform added to these challenges, impacting overall efficiency in handling patient data and communication.
Torrent's Approach
When One Medical was introduced with Torrent Consulting, our deep healthcare, call center, and system expertise made us the clear partner choice to lead their Salesforce enhancement and integration project.
Flexibility is one of the core principles in our Managed Services methodology, and we delivered work in a phased approach at a velocity that accommodated the fast-paced needs of the newly acquired organization.
Solutions & Outcomes
Through our Managed Services engagement, One Medical gained access to a team of Salesforce-certified experts with extensive experience in the healthcare industry and a deep understanding of various system integrations.
The ongoing Managed Services partnership with Torrent Consulting has empowered One Medical to leverage solutions such as:
System Architecture Best Practices: We addressed challenges from acquisitions and multiple Salesforce orgs, enhancing operational efficiency and scalability.
Salesforce Community for Event Tracking: A community was developed to streamline field events management, improve agent outreach, and provide insights into the effectiveness of the events strategy.
Centralized Call Center Data Management: Established data sources, enabled call tracking, and streamlined reporting to address the issue of multiple data sources from various call centers.
Efficient Call Center Communication: The TalkDesk app configuration provided a central viewing point for CTI integration and call tracking, creating a more cohesive and efficient system for monitoring and managing call center communication activities.
Lead Conversion Optimization: Migration to Salesforce for lead generation using Zapier's point-and-click integration tool aimed to increase lead conversion rates.
The partnership between Torrent Consulting and One Medical has cultivated a reliable and value-driven relationship, aligning with their objectives to enhance operational efficiency, streamline field event management, and boost call center performance to improve overall patient experience.
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Ryan Zengerle
