Medical Device Provider Makes Patient Management Less of a Pain in the Neck With Health Cloud
Converge Medical Technology needed one system to run patient care and the commercial side of a medical device business at the same time. Leads, claims submittals, medical records, device usage, recertification, and inventory each sat in their own process, which made reporting across them difficult. We built a custom Salesforce Health Cloud application covering all six areas in one place, from real-time lead notifications through nationwide inventory audit logs. Health coaches now connect directly with patients and track their progress, and Converge has insight into leads, revenue, patient engagement, and product usage from a single patient record.
A Medical Device Provider Managing Patients, Claims, and Devices at Once
Converge Medical Technology provides medical devices, and that business carries obligations most companies never deal with. A person using the device is a patient, a customer, and the subject of a medical record at the same time. Clinical outcomes and commercial outcomes run on one timeline, and the same record has to serve both.
That creates a specific operational problem. A device provider has to move a lead through a sales and claims submittal process, hold medical records securely, monitor how the patient actually uses the product, keep certification current, and know where every unit of inventory sits across the country. Each of those has its natural home in a different system. Converge wanted them in one, because the alternative is a team that spends its time reconciling systems instead of serving patients.
The Challenge: One System for Leads, Records, and Reporting
Converge came to us wanting an end-to-end patient record management solution that would do three things:
• Provide a user-friendly way to enter and track new leads throughout the sales and claims submittal process
• Manage medical records and monitor customer usage, progress, and satisfaction
• Deliver detailed reporting and analysis across all of it
The three requirements look separate and are really one. A lead becomes a patient. A patient generates a claim. A claim covers a device. The device produces usage data that determines whether recertification is warranted. Split that chain across systems and it breaks at every handoff, which turns reporting into reconstruction. Converge needed the chain intact.
Our Approach: A Custom Salesforce Health Cloud Application Built Around the Patient Record
We built a custom Salesforce Health Cloud application rather than configuring a standard one, because the path from lead to device to recertification doesn’t match a stock process. Health Cloud put the patient record at the center. Everything we built afterward attaches to it.
The front of the funnel came first. The application delivers real-time notifications for leads as they move through the sales and submittal process, so nobody has to check a queue to learn that a lead has advanced. Speed matters more here than in most sales processes, because a submittal sitting still usually means a patient waiting for a device.
For claims tracking in Salesforce we built custom objects with workflows attached. A claim has its own lifecycle, its own statuses, and its own reasons for stalling, and forcing that into a standard object flattens the detail Converge needs. Custom objects let the team track a claim as the thing it actually is, and workflows move it along without someone having to remember the next step.
The application then tracks patient engagement and service to ensure proper recertification, and gives health coaches a direct line to the patients they support. A coach connects with the patient inside the application and tracks product usage, progress, and any changes in work capacity. Work capacity is the outcome that matters most in this business, and keeping it on the same record as the claim and the device means the clinical picture and the commercial picture stop being two separate conversations.
Inventory was the last piece and the least conventional. The application generates audit logs that let Converge manage inventory nationwide without an ERP connection. Most device providers solve nationwide inventory by integrating an ERP, which is a longer and more expensive build. Audit logs inside the same application gave Converge the control it needed without adding another system to maintain and reconcile.
Analytics sit on top of all of it, covering leads, revenue, customer satisfaction, and inventory. Because those four measures come off the same patient record management foundation rather than four different sources, the numbers agree with each other. That is what made detailed reporting and analysis achievable instead of aspirational.
Tools and Products Used
Three Salesforce products appear in this build:
• Salesforce Health Cloud: the foundation of the custom application, holding the patient record that leads, claims, engagement, device usage, and recertification all attach to
• Salesforce Service Cloud: part of the Salesforce environment supporting customer service and support activity alongside the patient record
• Salesforce IoT: included in the Salesforce environment for this project
Health Cloud carries the weight here. It holds the record, and the custom objects, workflows, notifications, and audit logs we built all resolve back to it, which is why Converge can look at a patient, a claim, a device, and a revenue number without leaving one application.
The Results: Better Inventory Control and Direct Coach-to-Patient Contact
Inventory management improved across the country. Audit logs gave Converge a running account of where devices are and what has moved, which is the visibility an ERP integration would normally provide. The team got that control inside the application it already uses every day, with no second system to keep in sync.
Converge also gained greater insight into leads, revenue, patient engagement, and product usage. Those four sat in different places before, and questions that crossed them took manual work to answer. Now the same record answers all four, so the company can look at a patient population and a revenue trend without treating them as unrelated topics.
The change patients feel is the coaching one. Health coaches connect directly with patients and track their progress, including product usage and changes in work capacity. That contact is what recertification depends on, and it is what turns a device sale into an ongoing relationship the company can measure.
| Area | Outcome |
| Inventory management | Improved nationwide inventory management using audit logs, with no ERP connection required |
| Business insight | Greater insight into leads, revenue, patient engagement, and product usage |
| Patient contact | Health coaches connect directly with patients and track product usage, progress, and work capacity |
| Claims and recertification | Custom objects with workflows track claims, and engagement tracking supports proper recertification |
When the Patient Record Becomes the Whole Business Record
Medical device companies are asked to be two things at once. They run a commercial operation with leads, claims, revenue, and inventory, and they carry clinical responsibility for people using a device at home. Most build separate systems for the two halves and then spend years trying to connect them.
Converge went the other way. Putting the commercial process on the patient record instead of beside it meant a claim, a coaching conversation, a usage trend, and a device location all describe the same person. That is what made end-to-end patient record management real rather than a phrase in a requirements document.
If your patient data and your business data live in different systems, our Salesforce Health Cloud consulting team can help. Get in touch to talk through what a custom Salesforce Health Cloud application would look like for your organization.
