Cloud Genius Empowers Leading Health Authority with Salesforce Tools to Improve COVID Outcomes

Technologies: Service Cloud, Marketing Cloud, Health Cloud, MuleSoft, Azure
Key Stats:

  • Test Positivity: -3.5%
  • Emergency Department Visits: -7%
  • Hospitalizations: -12%
  • Deaths: -20%
Case Studies
Client Problem

When COVID-19 struck, one of the world’s leading health authorities (henceforth referred to as “the organization”) was faced with organizational issues that necessitated efficient, industry-leading solutions. The organization sought a way to collect positive test results, initiate contact tracing to identify at-risk individuals, map pockets of infections, and more. They required a robust software implementation to tackle all their needs – and as quickly as possible in order to provide leadership on the illness to a world that was waiting for guidance.

The Cloud Genius Approach

The organization engaged members of the Cloud Genius team for solutions leadership in building a system to accurately track COVID-19 information and take action to improve outcomes. To begin the process of working together, Cloud Genius utilized agile methodology to gather and refine the organization’s needs and goals. The teams worked together to establish metrics and implement technology governance by setting up a Center of Excellence, where key leaders, technical and project team members, and other stakeholders collaborated to define and drive best practices and innovation.

In order to see quick results, Cloud Genius utilized iterative development by leveraging Minimum Viable Product methodology. This enabled them to test solutions quickly and adjust, making the largest impact in the shortest timespan.

The Solution

Cloud Genius worked with the organization to establish a process in which labs were required to report any positive COVID-19 test results to their centralized repositories. MulseSoft would then ingest the positive test result data and create Salesforce records to be actioned upon. Contact tracers would reach out to the positive individuals via call, text, and email through Service Cloud and Marketing Cloud. They would interview them about how they may have been exposed in order to identify others who may have been exposed. These identified exposed individuals were then notified of the organization’s findings (in compliance with privacy standards) and instructed to get tested for COVID-19.

In addition to this contact tracing initiative, the Cloud Genius team assisted with other projects to further bolster the organization’s response to COVID-19. They created algorithmic systems to identify where large concentrations or hot spots of infection were occuring in order to monitor them and inform the public to use caution. They also helped the organization integrate Salesforce products with other enterprise services, such as single sign-on via Azure.

The Result

In a matter of three months, the Cloud Genius team had a preliminary implementation in place. Within nine months, the implementation was complete from end to end, providing invaluable data to both the organization and the world at large as governments and health officials worked to control the impact of COVID-19. These efforts led to significant reductions in infections, hospitalizations, and deaths, and have better prepared the organization to tackle any future illness outbreaks.

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