Enhancing Telemedicine Services through Salesforce Health Cloud and Custom

Zinovo successfully migrated a leading telemedicine provider from Zendesk to Salesforce Service Cloud, enhancing their customer ticketing system and ensuring HIPAA compliance. The project involved custom code integration with an internally developed application, automation of case creation using Apex, and implementation of Salesforce SHIELD for data security. This efficient solution, delivered within 30 days, streamlined our customer's operations, improved data-driven decision-making, and supported their critical growth phase in the telemedicine sector.

The Challenge

Our telemedicine client faced a critical challenge in migrating their customer ticketing system from Zendesk to Salesforce Service Cloud to enhance efficiency and integration capabilities. They required a solution that not only ensured HIPAA compliance for patient data protection but also needed seamless integration with a custom built, internal application, demanding high-level security measures. The project was further complicated by the need to take over from a previous partner and implement the solution within a tight 30-day deadline.

Our Solution

Learn Our Approach

Zinovo was brought in to revitalize the Health Cloud deployment after the client faced challenges with a previous partner. Zinovo's team of experts, with their deep knowledge of Salesforce and custom development, was tasked to deliver a robust solution within 30 days.

Service Cloud Implementation and Customization Included:

  • Migration from Zendesk to Service Cloud: Zinovo managed the transition, ensuring that all existing records and data from Zendesk were accurately imported into the Service Cloud environment.
  • Custom Code and Automation: The team utilized Apex, Salesforce's proprietary programming language, to automate case creation. This automation was linked to our customer's custom application API, ensuring that any incident logged through their application would automatically create a corresponding case in Salesforce.
  • Integration with an internally built, custom application: The system was designed to interact seamlessly with our customer's custom app, ensuring efficient data flow and case management.
  • Security and Compliance: Salesforce SHIELD was implemented to ensure HIPAA compliance, safeguarding patient data and ensuring the system met all necessary security standards.
  • Functionality to support Physician and Nurse Recruitment: Zinovo integrated functionalities to aid in the recruitment of healthcare professionals, streamlining the process within the Salesforce environment.
  • Mobile App Analytics: Full integration of mobile app analytics into Salesforce was achieved, providing the client with valuable insights for decision-making and strategy development.

Through a fixed budget and open scope managed services contract, Zinovo successfully delivered a customized and compliant Health Cloud solution to the top tele-health provider in the US. The project not only revitalized the client's Health Cloud deployment but also significantly contributed to their growth and efficiency in delivering telemedicine services.