Medical Practice Automates and Personalizes Its Sales Process With Health Cloud
Tri-County Hearing Services had a follow-up problem that most medical practices will recognize. A prospective patient calls, gets added to a list, and then whether anyone follows up depends on how busy the week is. We delivered a Salesforce Health Cloud implementation through our Quick Start program, customizing Health Cloud’s Patient Relationship Management functionality for the hearing aid and audiology vertical and overlaying High Velocity Sales on top of it. Tri-County can now touch each patient 7 times within 60 days without significant programming, and new leads route automatically to Care Coordinators through APIs and automation.
A Hearing Practice Where Follow-Up Decides the Outcome
Tri-County Hearing Services helps patients with hearing loss find and fit the right hearing aids. That journey is rarely a single conversation. Someone who calls about a hearing test often takes weeks or months to move forward, working through cost, insurance questions, and the personal decision to treat their hearing at all.
This makes patient follow-up the practice’s most important process, and also its easiest to drop. Tri-County needed a Salesforce implementation for medical practices that could hold each patient relationship steadily over time rather than relying on staff to remember who was due for a call.
The Challenge: A CRM That Could Follow Up Without Being Asked
Tri-County came to us with four clear requirements for the CRM solution:
• Store and track leads, so every prospective patient enquiry landed somewhere reliable instead of a notepad or an inbox
• Automate follow up tasks, removing the dependency on a staff member remembering to make the next call
• Make sales assignments using High Velocity Sales, so each new lead reached the right person quickly
• Create reports based on client, patient, appointment type, and other practice-specific fields
The requirement underneath all four was simplicity. Tri-County is a small practice without a development team, so any solution requiring significant custom programming would work for a while and then quietly break.
Our Approach: Health Cloud Customized for Audiology, With High Velocity Sales on Top
We ran the project through our Quick Start program, which suits a practice that needs the platform working properly and quickly. The build had two layers, and the order mattered.
The first layer was Health Cloud. We customized Health Cloud’s Patient Relationship Management functionality specifically for the hearing aid and audiology vertical, rather than deploying it as a general-purpose healthcare configuration. That meant shaping records and fields around how a hearing practice actually works: the appointment types Tri-County offers, the way a hearing evaluation leads to a fitting, and the details staff need visible when a patient calls back three weeks later. A Salesforce Health Cloud implementation earns its value in exactly this kind of detail, because generic patient records give staff no more context than a spreadsheet would.
Salesforce patient relationship management also gave Tri-County a proper structure for storing and tracking leads. Every enquiry became a record with a full history attached, which is what makes reporting on client, patient, and appointment type possible later.
The second layer was High Velocity Sales, overlaid on top of Health Cloud to drive timely follow up. This is where the practice’s real problem got solved. Rather than leaving follow-up to memory, the High Velocity Sales implementation gave Tri-County structured cadences: a defined sequence of touchpoints that surfaces the right task, for the right patient, on the right day.
We then built automatic lead assignment using APIs and automation, so a new lead routes straight to a Care Coordinator the moment it arrives. Nobody triages a queue, and no lead waits for someone to notice it.
Across both layers we stayed inside configuration and standard functionality wherever we could. That decision is why Tri-County reaches patients seven times in sixty days without needing a developer on call.
Tools and Products Used
This build combined two Salesforce products with automation connecting them:
• Salesforce Health Cloud: the platform at the center of the implementation, customized for the hearing aid and audiology vertical
• Patient Relationship Management: Health Cloud’s PRM functionality, configured to store and track leads with full patient history and practice-specific detail
• High Velocity Sales: overlaid on Health Cloud to drive structured, timely patient follow-up and handle sales assignments
• APIs and automation: used to assign new leads to Care Coordinators automatically as they arrive
• Reporting: configured around client, patient, appointment type, and the other fields the practice needed visibility into
Health Cloud gave Tri-County the patient context, and High Velocity Sales gave the practice the discipline to act on it consistently.
The Results: Seven Touchpoints in Sixty Days, With No Programming Required
The headline outcome is consistency. Tri-County can now reach each patient 7 times within 60 days, without the need for significant programming to make it happen. For a practice where the decision to pursue hearing treatment takes time, that steady presence is often what turns an enquiry into an appointment.
The second outcome is speed at the front of the process. Automatic assignment of leads to Care Coordinators through APIs and automation means a new enquiry reaches a real person immediately, with the patient’s record already in place. The gap between someone reaching out and someone responding closed almost entirely.
Both outcomes come from the same foundation. Because the Health Cloud implementation was configured for how a hearing practice actually works, and because High Velocity Sales was layered on rather than rebuilt from scratch, Tri-County got an automated follow-up process the practice can run itself.
| Area | Outcome |
| Patient follow-up | 7 touchpoints with each patient within 60 days, without significant programming |
| Lead assignment | Automatic routing of leads to Care Coordinators via APIs and automation |
| Patient records | Health Cloud PRM customized for the hearing aid and audiology vertical |
| Reporting | Reports built around client, patient, appointment type, and practice-specific fields |
In the Client’s Words
“Working with VALiNTRY360 was great! They were able to leverage their knowledge of healthcare and help us customize our Salesforce Health Cloud environment as well as our High Velocity Sales package. This enabled us to get the most out of our Salesforce instance. Our business is now growing much faster because of what VALiNTRY360 helped us build.”
Kevin Reiser, President, Tri-County Hearing Services
If patient follow-up at your practice depends on someone remembering to make the call, our Health Cloud implementation servicesSalesforce patient relationship management team can help you build a process that runs on its own. Get in touch to talk through what a Salesforce Health Cloud implementation would look like for your practice.
