The client is a US-based Service Provider focused on products and solutions for Non-Profit organizations, helping them with relationship management, fundraising and research.
The client wanted to create a Case Tracking and Constituent Management System to address limitations of existing tools by implementing Salesforce Communities, to support constituent relationship management, case tracking and analytics.
The client wanted to establish a streamlined process for answering calls and providing information to their constituents with the objectives as listed below:
Support to constituent relationship management, case tracking and analytics
Streamline process for providing information to constituents
Ability to customize workflows for each of the three hot lines: Warmline, Perinatal Line and PEP Line
Efficient and dedicated assignment of cases to appropriate clinicians
Well-defined escalation rules for notifying the upper management
Build a self-supporting system to assist the clinicians
Data migration from client’s existing MySQL database to SFDC
Integrate with third party tools like Mendeley and CTI for provision of content that has been collected over time to client clinicians
Customize the user interface and navigation look and feel to be user friendly and chatter compatible
Enable search and editable filtering criteria
Eternus Solutions was engaged with the client in the capacity of an Offshore-based Delivery Center, collaboratively taking care of the entire development and integration process.
Communities Implementation – Eternus Solutions team was instrumental in implementing Salesforce Communities for the client. It helped the client’s organization engage with businesses and consumers through branded, social and mobile-enabled online experiences. System Development – Certified, process oriented and focused consultants at Eternus Solutions were able single-handedly contribute and manage the design and sprint cycles of system development without any system performance issues.
Salesforce-Mendeley Integration – Eternus Solutions team of certified consultants take care of unidirectional integration from Mendeley library to Salesforce for provision of content collected by scientific teams to client clinicians.
UI Design and Development – The project involved very professional UI design and development that was compatible with Chatter and easy-to-use.
Implementation of Salesforce Partner Communities to provide a better B2B engagement with fellow clinicians, building transactional, collaborative and mobile-device-ready experiences for them
Web-to-case to log cases via the web and Salesforce.com Flows functionality
Front-end screens for best user interface
Streamlined and scripted process of answering and logging a call
Keyword-based search functionality with filtering capabilities
Assignment rules to assign cases to appropriate clinician
Queue Management for managing and handling the cases
Escalation Rules to highlight and notify upper management that a case needs attention based on criteria
Workflows to trigger email notifications and task creation from a logged case
Auto-response rules for sending automatic mail responses to a case
Data Migration from client MySQL database to SFDC
User authentication into the Customer Portal
CTI Integration between Salesforce and Audix System for implementing internet telephony
Configuration of customized reports to evaluate the performance based on defined metrics
Live chat for clinicians
Social network integration
Automatic logging and patient record identification via phones
Routing and scheduling of assigned clinicians
3-Step development methodology that consist of developing on the Dev Sandbox, Testing on the QA Sandbox and moving to the Production
Requirements and design documents to start building any new components
Extensive usage of triggers and classes to write custom logic