Improving Operational Excellence & Customer Service Combining Two Salesforce Orgs into One
See how Korcomptenz helped a mid-size healthcare company improve its operations and customer experience by merging two organizations into one Salesforce instance.
Company Overview
Our client is a healthcare holding company in the US operating a myriad of business units including healthcare strategy and senior care services. The strategy department helps businesses enhance their processes, assess results, reimagine their culture, and provides guidance on mergers and acquisitions. Their objective is to empower organizations with effective and performance-oriented systems for ensuring first-rate patient care.
The healthcare company provides licensed home care services to elderly citizens throughout the greater New York region. These activities include:
- Health assistance
- Nursing
- Therapy
Our client provides these services to people in Rockland, Orange, Ulster, Sullivan, Putnam, Dutchess, and Westchester counties.
The Challenge
The healthcare provider was operating as two different organizations leading to several challenges:
Complex management of accounts, roles, and profiles for individuals that worked across units.
Duplicate data for contacts and accounts that were shared across business units, for example, insurance companies and government entities.
Lack of consolidated processes for functions that were shared across business units.
No centralized reporting for management.
Key Objectives
The overall goal of this project was to merge two organizations into a single Salesforce instance. This included migrating all users, roles, and profiles, as well as all relevant data and applications. More attention was paid to data and resources present in both systems, and the full security and compliance requirements of a healthcare company.
About the Project
Korcomptenz was selected as a vendor of choice due to our knowledge and expertise in developing Salesforce solutions. Our certified consultants have decades of experience in the healthcare space together with a key focus on security, as well as our reasonable, transparent, and turnkey pricing.
The project started with a detailed, methodical discovery and analysis phase conducted in collaboration with the customer. It helped the customer to understand all the objects and related data points in use by both organizations. This included a combination of:
- Salesforce Cloud and Service Cloud Objects such as leads, accounts, opportunities, cases, and tasks
- Many other objects unique to the company and healthcare including the use of Person Accounts and follow-up surveys for compliance reasons
- The Salesforce installation was incorporated with the business’s Electronic Medical Records (EMRs) using an Application Programming Interface (API) as well.
Once through with the discovery phase, Korcomptenz migrated objects and data in an agreed-upon sequence. And validation processes incorporated at every step to ensure data integrity. The migration was managed in an agile manner with multiple check-in calls every week to resolve any issues or questions occurring, related to the objects and data.
The initial data migration was conducted in a separate sandbox to prevent any impact on the end users depending on the system. It was followed by:
- A multiweek User Acceptance Testing (UAT) phase to ensure the new system functioned smoothly.
- UAT also took advantage of the agile principles with daily check-in calls to confirm progress and resolve issues.
The UAT phase concluded with approval from users to proceed with the launch of the integrated organization. The deployment process included:
- The creation of test classes for all objects involved
- And the sequential installation of all objects in the production system
This exhaustive process ensured the merged objects had no conflicts or issues existing side-by-side in the same instance.
After all objects were moved to the production system, Korcomptenz migrated all applicable data using Salesforce Data Loader. The migration included a combination of data that wasn’t shared between organizations, and data that needed to be merged to remain functional.
In some cases, data from one system was appended to the other, resulting in a more consolidated system. In total, there were hundreds of thousands of records combined in the single instance. The production deployment was also completed over the weekend to reduce the impact on end users.
Key Services Provided
|
Discovery and Analysis |
Understand both organizations and plan merge activities |
|
Initial Object and Data Migration |
Migrate objects and data on a sandbox environment to limit the impact on users |
|
User Acceptance Testing |
Collaborate with the customer to test the new sandbox system |
|
Object Migration |
Migrate all objects to the production system using test classes |
|
Data Migration |
Migrate and/or merge data according to business rules agreed upon during the planning phases |
|
Production Deployment |
Activate users, roles, and profiles on production and provide support after the launch |
Measurable Results
The merged organization helped improve operational efficiency and customer service, as well as save money. The measurable results were:
Optimize operations and customer service by combing two Salesforce orgs into one
Contact us at [email protected] to discover more about how we helped our client in combining both organizations into a single Salesforce instance.