As a regional urgent care provider in one of the country’s largest population centers, our client was looking to plan and manage asset utilization to address that:

• Procurement controls were non-existent resulting in poor vendor management and contracting performance
• SG&A functions had too many roles and layers
• Productivity and labor management were inconsistent and non-standardized across the organization
• Operations were not structured in a way that would scale
• Back office functions were located in high-cost areas
• The organization was significantly overstaffed due to cultural expectations of only hiring full-time employees
• No significant patient acquisition strategy or roadmap to drive new patients to existing or new centers
• Inconsistent sales process related to occupational health services
• Lack of referral network expansion process to drive existing patients to ancillary services

Thanks to VALiNTRY360’s successful implementation of Salesforce’s Service Cloud and Marketing Cloud, the customer was able to:

• Create and standardize an operating model for each urgent care facility to manage patient intake and record management
• Leverage Service Cloud and queue-based routing to manage after-hour calls to the contact center and to route calls to either a nurse or physician-on-call
• Create tools and processes with Service Cloud to support the sales organization for network expansion
• Deploy marketing automation on Marketing Cloud to drive awareness to new patients in areas outside of current network

25% reduction in manual processes leading to significant span of control cost improvements