Salesforce Sales Cloud and Twilio Integration for a HealthCare Company
About The Company:
Our client is a healthcare company specializing in cosmetic surgery. With a rapid growth rate, they are serving clients across the globe and time zones.
Customer Challenges:
With a growing patient base, the client sought to enhance their patient engagement and streamline communication workflows.
The company faced several challenges:
- Inefficient patient communication channels, resulting in missed appointments and lost leads.
- Lack of integration between their existing systems, leading to fragmented patient data.
- Manual processes for appointment reminders and follow-ups, which were time-consuming and prone to errors.
- Need for a flexible telephony solution to handle high call volumes with features like Interactive Voice Response (IVR) and call tracking.
Solution:
We conducted an assessment meeting with them to understand their business needs and to study the working of their legacy system. We proposed a solution of Salesforce Sales Cloud Implementation followed by Twilio integration.
Key components of our Solutions included:
Salesforce Sales Cloud Implementation:
For implementing Salesforce Sales Cloud we start with user setup and permissions, ensuring every team member has the right access levels and roles for streamlined data handling. Customising Salesforce objects comes next, allowing us to modify or create fields, objects, and workflows tailored to client’s business processes. Date importing is done using the Data Import Wizard. Establish basic reporting by configuring automation rules and dashboards, giving to team actionable insights. Lastly, we set up automation and validation rules to streamline tasks, maintain data quality, and ensure compliance with business standards.
Next was to plan a robust rollout strategy to ensure adoption across your organization. Provide post-implementation user training to empower the client’s team and encourage feedback for continuous improvement. Maintained security and compliance by configuring Salesforce to meet industry-specific standards and protect customer data.
Configured lead and opportunity management workflows to streamline the patient inquiry and onboarding process.
Salesforce and Twilio Integration:
Integrated Twilio with Salesforce to enable seamless telephony operations, including making and receiving calls directly within the CRM.
For the integration of Salesforce with Twilio, first we installed the Twilio managed-package from Salesforce AppExchange. Choose appropriate between installing in a Sandbox or Production environment, then select "Install for All Users" and proceed with the installation. Once the package is installed, we connect the Twilio account by navigating to Twilio Configuration in the Salesforce App Launcher. Log in to the Twilio Console, copy Account SID and Auth Token, and paste them into Salesforce. Next, create a new Messaging Service in Twilio by accessing the Messaging Service page, selecting "Create New Messaging Service," naming the service, and assigning a use case. Afterward, purchase or add phone numbers by navigating to the Numbers section within the Messaging Service and selecting "Buy a Number."
To receive incoming messages, create a Webhook using TwiML Bin. In the Twilio Console, create a new TwiML Bin, save its URL, and configure the Messaging Service to send Webhooks to this URL. After setting up your Messaging Service, validate it in Salesforce via the Twilio Configuration page. Finally, assign users to Twilio Permission Sets. Choose "Twilio User" for basic access or "Twilio Administrator" for full configuration capabilities, and manage these assignments via Salesforce Setup. That’s how this integration is completed.
Except these we did IVR Setup, Twilio Flex Implementation and Automated Reminders and Follow-Ups as well.
Results:
The implementation delivered significant improvements in patient engagement and operational efficiency:
- Improved Communication Efficiency: Patients experienced faster response times and better service with the IVR and Twilio-powered telephony integration.
- Enhanced Patient Engagement: Automated reminders and follow-ups reduced missed appointments by 30%, leading to improved patient satisfaction.
- Centralized Data Management: The Salesforce CRM provided a unified platform for managing patient data, enabling better decision-making and personalized care.
- Scalability: The Twilio Flex solution provided a scalable framework to handle future growth in call volumes and communication channels.
- Time Savings: Automation of reminders and follow-ups saved the staff an estimated 20 hours per week.
Technology and Tools Used:
Salesforce Sales Cloud, Twilio, Salesforce AppExchange, Managed Packages.
Final Words:
CloudCache Consulting Delivered Customized solutions to the client leveraging Salesforce CRM and Twilio’s telephony solutions, the healthcare company transformed its patient engagement processes, ensuring a superior experience for patients while streamlining internal operations. We utilized our Salesforce Professional Resources library for customization. Read our customers' reviews on Fiverr.
