Company Name: Regional Surgery Center (RSC)
Industry:  Healthcare / Life Sciences
Sub-Industry: Provider
Products Purchased: Salesforce Sales Cloud, Salesforce Health Cloud, Salesforce Marketing Cloud, Salesforce SMS Conversational Messaging, MuleSoft

The Regional Surgery Center specializes in the ever-evolving field of minimally invasive spine surgery. Regional Surgery Center employs specialized physicians trained to bring relief to their patients.

Problem: RSC had to upgrade its CRM application and data model without losing its existing patient data. 

Solution: Platform Upgrade + Data migration

The RSC team needed data migration services to transfer their data from an older Salesforce org into an updated one with enhanced features and functionality. This data migration was done securely by the CopperHill team in Salesforce Sales Cloud and consisted of 150,000+ records, including patients and their related data. 

Problem: Referrals to partner organizations

Solution: MuleSoft integration

RSC also integrated MuleSoft with the help of CopperHill. MuleSoft, the Salesforce middleware tool, was utilized for a bi-directional sync of referral opportunities across RSC’s partner organizations. This eliminates what used to be duplicate data entry of opportunity creation and updates, saving them time and ensuring accurate information for the RSC and partner teams.

Problem: Improve patient communication efficiency

Solution: Automated Email and SMS text messaging and routing

Utilized Salesforce Marketing Cloud and Salesforce Digital Engagement to shorten response time for new prospects and patient messaging. Automations trigger messages based on new requests or patient inquiries after they submit a form or call RSC. Digital Engagement then routes that request into Salesforce to determine which agent is best available to support the urgency and type of service needed. 

Problem: Expiration of legacy org licensing 

Solution: Focused MVP implementation

RSC needed to migrate off their legacy system, onto a new system within a finite amount of time. That includes configuration of new applications, migration from the old, user acceptance testing, and training. CopperHill worked with the Regional Surgery Center team to ensure there were no lapses in the systems they use to manage day-to-day operations and patient care. We successfully launched the new application within a short time frame. 

Conclusion

CopperHill’s work with RSC left them in a position to grow with their new system, offering a path to manage and convert opportunities, while also providing personalized automated marketing outreach. A future phase for RSC may revolve around completing additional integrations, including an EHR integration and call routing with a CTI solution.