Salesforce Case Study
Driving Efficiency and Compliance: Automating Device End-of-Service Communications
The Case Study in Brief
Our client, a global MedTech leader specializing in cardiovascular and neuromodulation therapies, faced inefficiencies in notifying physicians about implanted devices nearing End of Service (EOS).
The manual process required case managers to not only send over 1,000 emails monthly but also manually identify which patients and devices were approaching EOS. They had to review records, select the correct patients, and ensure those records were picked up by the existing email template—a time-consuming and error-prone task.
We implemented an automated solution using Salesforce Flow to securely deliver EOS notifications, eliminating manual selection and email preparation. The result is a streamlined, HIPAA-compliant workflow that improves patient care and operational efficiency.
Key Challenges During the EOS Communication Solution Design
Creating a solution that satisfied all requirements required multiple iterations due to several complexities:
- 1
Regulatory Compliance: Ensuring full adherence to HIPAA laws and data privacy regulations throughout the process.
- 2
Dynamic Email Selection: Implementing logic to prioritize a custom email address field, and default to the standard Salesforce email field when the former was blank.
- 3
Tracking & Auditability: Providing visibility into which physicians and devices received notifications, despite limitations with standard Salesforce email activity tracking.
- 4
Template Consistency: Maintaining a standardized email format while dynamically populating patient and device data.
- 5
Notification Rules: Guaranteeing that each device received only one email per month and confirming that the device was the patient’s most recent implant.
- 6
Technical Constraints: Because email selection involved two fields, standard Salesforce email templates and tracking mechanisms could not be used, requiring custom development and thinking outside of the box.
- 7
Performance & Governance Limits: Ensuring the solution did not exceed Salesforce Flow limits or governance thresholds. Excessive database transactions or opportunity updates could degrade performance or even cause the flow to fail, requiring careful optimization.
How Smartbridge Overcame the Client’s Challenges
The seven challenges above were resolved through the following approaches:
To ensure HIPAA compliance, we worked closely with the client’s compliance team from the outset. Every step of the process—from data handling to email delivery—was validated against regulatory requirements. This collaboration allowed us to implement secure data encryption and maintain strict privacy standards throughout the workflow.
For dynamic email selection, we utilized formulas and custom logic within Salesforce Flow that prioritized the custom email address field. If that field was blank, the system automatically defaulted to the standard Salesforce email field. This approach provided flexibility while meeting our client’s requirement for accurate email routing.
Tracking and auditability posed another challenge because standard Salesforce email activities could not be used due to the dual email logic. To address this, we built a custom logging mechanism that recorded which physicians and devices received notifications. This solution created a reliable audit trail for compliance and reporting purposes.
Maintaining template consistency while populating dynamic data requires a tailored approach. We utilized assigning text variables in a loop to create the data table, columns, and rows using HTML to ensure patient and device details were inserted accurately while preserving a standardized email format. This guaranteed clarity and professionalism in every communication.
To enforce notification rules, we implemented conditional checks and record flags within the flow. These safeguards ensured that each device received only one email per month, met specific filtering requirements and verified that the device was the patient’s most recent implant. This eliminated duplicate notifications and maintained data integrity.
Finally, performance optimization was critical to avoid exceeding Salesforce Flow governance limits. We minimized database transactions by batching notifications by area and limiting the amount of database transactions. These measures ensured the flow remained efficient and stable, preventing crashes and maintaining system performance even under heavy workloads.
Consulting Partner
Managed Services Provider
The New & Improved End of Service Communication Solution
The automated solution delivered significant operational and compliance benefits. By eliminating the need for case managers to manually identify patients and devices nearing EOS and prepare email templates, the process became fully automated and error-free.
The team reduced over 1,000 manual emails per month, saving countless hours of administrative effort. Physicians now receive timely, accurate notifications, improving patient care and reducing the risk of missed device replacements.
Additionally, the solution ensures HIPAA compliance, provides full tracking and auditability, and operates within Salesforce governance limits for optimal performance.
Overall, the project transformed a labor-intensive workflow into a secure, scalable, and efficient process.
Success Through a Modernized Implementation
This project demonstrates the value of combining deep Salesforce expertise with a strong understanding of MedTech workflows and compliance requirements. At Smartbridge, we specialize in delivering tailored Salesforce solutions for the medical technology industry – solutions that are secure, scalable, and designed to meet stringent regulatory standards like HIPAA.
Our team brings:
- Proven Salesforce Expertise: Advanced automation, Flow optimization, and custom development.
- Industry Knowledge: Deep familiarity with MedTech processes, device lifecycle management, and physician engagement.
- Compliance-First Approach: Every solution is built with security and regulatory adherence at its core.
Whether you need to streamline operations, enhance physician communication, or optimize patient care through technology, we help MedTech organizations transform complex challenges into efficient, compliant solutions.
Ready to innovate? Let’s discuss how we can help your organization achieve similar success.
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