Health Cloud: The New Payer Data Model

Health Cloud: The New Payer Data Model

Built on the world’s #1 CRM platform, Salesforce’s Health Cloud solution is quickly becoming the new payer data model. Why? It offers a complete view of members in a single dashboard, driving productivity for service agents and clinical professionals. Simply put, the insurance market is recognizing the urgency that it needs to adapt to today’s smart, data-driven marketplace.

Salesforce® first introduced Health Cloud in 2016 to transform the way healthcare and life sciences organizations connect with patients. In 2019, Salesforce continues to expand the power of Health Cloud with features specifically built for the health insurance industry. This allows companies to engage with both members and providers in smarter and more efficient ways. Here’s how it’s done, including examples of “better outcomes.”

Transforming Business Operations

Health Cloud transforms business operations with an insurance-specific data model that simplifies the integration of systems of record — including benefits, claims, and authorizations — into one place. This drives more productivity for service agents and clinical professionals. With all member information in a single dashboard, payers are able to work faster and smarter. In addition, they better understand each member’s needs. And that includes whether they are in the call center or in the place of service, and from any device.

The Better Outcome: A payer today often needs to log into multiple systems to research different aspects of a member’s claim for an upcoming procedure. With Health Cloud, they can now see all of the member’s prior authorization and information about the procedure in one place. That allows payers to serve both members and providers quickly and efficiently.

Better Streamlined Workflows

Healthcare requests — that might include prior authorizations, admissions, and appeals — can be now be streamlined through guided, collaborative, and measurable workflows directly within Health Cloud. Agents, clinical professionals, and medical directors are able to deliver more personalized and appropriate care in a more cost-effective way.

The Better Outcome: A provider previously treated a member who needed surgery had to submit a prior authorization request to the payer. Often times that meant the provider had limited visibility into its processing. Now, with Health Cloud, the provider and member have the ability to easily view the progression and status of the request. That reduces any stumbling blocks or delays. Once a care request is approved, tasks are triggered automatically for case management based on the diagnosis or service code within Health Cloud.

Strengthen Member Engagement

With Health Cloud, payers can create customizable, interactive and highly personalized digital journeys for members, helping develop stronger relationships by overcoming barriers to care and increasing access to clinical and support services. Members can easily access their insurance plans, receive care alerts via their mobile device and connect with clinical professionals and care managers using email or text messages.

The Better Outcome: A case manager can proactively engage a member to arrange home care, rehab, and follow up hospital visits related to their procedure or service through the member’s preferred form of communication. Doing so advances their goal of driving optimal member outcomes.

Payer Educational Opportunity

Ad Victoriam Health Cloud Webinar

Ad Victoriam recently presented a webinar for payers, “Connecting Data to Transform Payer-Member Relationships,” during which attendees learned:

  • How connected member data can enhance your sales potential and member satisfaction.
  • Ways a modern system user interface can decrease training times and enhance the agent experience – increasing employee engagement.
  • How to invigorate marketing when data is no longer siloed.

Watch the free webinar here.

Interested in learning more about how Salesforce Health Cloud can transform your business operations and increase member engagement? Contact Ad Victoriam’s Health Cloud consultants quickly by filling out the form below or click here.

 

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9 Steps to a Successful Salesforce Lightning Rollout

Salesforce Lightning Rollout Blog Image

It’s unlikely that you haven’t heard, but to be safe, here’s a reminder: the Salesforce Lightning rollout is starting in Winter ‘20. If that fact has left you bewildered (or starting to panic), let’s clarify a few things before we get to the 9 steps to a successful Lightning rollout:

First, know that with the Winter ‘20 release (which happens in October 2019) you will still get to control who gets access to Lightning in your Salesforce instance. That means, yes, Classic will still be accessible to your users. But the fact that Lightning will be turned on in all orgs also means that you shouldn’t ignore Lightning very much longer. It’s important to begin the transition to Lightning… today. Start by educating yourself – and your team – about what Lightning is and beginning to make a transition plan using the resources available to you.

Be sure to know… Salesforce is not forcing customers to switch to Lightning. However, the future of the Salesforce user experience and platform is Salesforce Lightning. Moving forward, that means all innovations will be in Lightning Experience, so it just makes good sense to get on-board fast.

Focus on These 9 Lightning Rollout Steps

Once you have committed to switching your company’s Salesforce org to Lightning Experience, it’s time to create a rollout plan. Sure, you’ll want to customize your plan based on your specific company’s goals – and bandwidth – but focus on these Salesforce-suggested steps to make your Lightning rollout a success:

1. Run the Readiness Check. Check the Lightning Readiness Report to see which profile is the readiest.

2. Pick a “Champion.” Elect someone on your staff who uses Salesforce the most and can offer recommendations to improve the experience.

3. Give Access to Your Champion. Create a permission set with the Lightning Experience User permission and assign it to your champion. Then turn on Lightning Experience.

4. Train Your Champion. Prepare your champion to work in Lightning and remember to resolve issues quickly. Remember Trailhead is a great resource for learning.

5. Give It a Week. Ask your champion to do their job in Lightning Experience for a week. (Important: Assure your champion there’s no risk as they can always switch back to Salesforce Classic).

6. Get Feedback. Get your champion’s input on what’s good and what needs attention.

7. Fix Priority Issues: Focus on business-stopping issues from your champion and the Readiness Report mentioned in Tip No. 1.

8. Demo & Go Live! Have a Salesforce Lightning rollout celebration by inviting everyone to watch a demo and learn the cool things they can now do with Lightning. Consider these ideas for generating some excitement. Then, grant everyone else with the same profile access to Lightning Experience.

9. Rinse and Repeat. Rinse and repeat with other profiles, working your way up to the most complex cases.

Bonus Tip: Once you have granted everyone access to the Lightning Experience, create a place where you can all work together. Create a “rollout” Chatter group and invite in all of your team members involved. Using Chatter, you can share files, collaborate in context, and share relevant updates with the whole team.

It’s Not All or Nothing

Remember, moving users to Lightning Experience does not have to be an all-or-nothing process. Consider implementing your rollout in phases, leveraging feedback from your Salesforce champions as you go. But do get started today! For more guidance, check out Salesforce’s Lightning Experience Transition Assistant.  You can also download their free guide, “Roll Out Lightning Experience to Your Company.

But, if after thinking about it all and you feel you need more guidance and consulting help with moving your org from Salesforce Classic to Lightning Experience, or implementing Salesforce with Lightning Experience for the first time, Ad Victoriam, recognized for our Masters Level expertise in Lightning by Salesforce, is ready to assist. Reach us, today.

 

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Platform Growth Drives Personalization and Customer Satisfaction

Customer Success: Platform Growth Drives Personalization and Customer Satisfaction

After interviewing, researching and “scoring” a number of implementation firms, DataScan selected Ad Victoriam Solutions to assist in a series of projects, starting with a clean-up and upgrade to Salesforce® Lightning on their Sales Cloud. These upgrades were necessitated as a result of DataScan operating in disparate systems and dealing with multiple sources of truth. They wanted a single platform within which they could manage and grow sales, service, and community.

AVS’ Solution

Over the last three decades, DataScan has established itself as the industry leader in the wholesale asset finance technologies and risk management space. They provide technology and insights that help their customers to efficiently account for, protect and grow their business and manage their risk. A foundation of knowledge sharing, responsiveness, and commitment to growth underpins DataScan’s relationship with its customers and feeds a collective passion for future-focused, proactive problem-solving.

Following a thorough examination of DataScan’s issues, AdVic’s consultants recommended a solution that included implementing and integrating Salesforce Service and Community Clouds in Lightning.

Prior to its new platform implementation, DataScan was utilizing Zendesk.

Steps to a Successful Platform Implementation

The carefully-crafted steps involved in DataScan’s implementation were highlighted by these six:

– Customized the claim process to route tickets into a queue so agents could “claim” the ticket triggering a transfer of the ticket to the agent. This allowed agents to service tickets faster.

– Integrated products with case objects enabling DataScan to access needed data to support each of their customers’ sandbox (software). This enabled visibility into their customers’ sandboxes, allowing DataScan to provide higher quality, more personalized support, increasing customer satisfaction.

– Integrated data from DataScan’s org into their account object so the service team can provide support based on DataScan’s org. This step enhanced DataScan management’s ability to make data-based decisions when needed.

– Routed all communications through the Community portal to allow for case comments and conditional highlighting indicating message origin. This implementation increased readability and sped-up communication digestibility.

– Designed a managed team process and workflows whereby each customer could self-assign licenses based on role and add permissions to profiles/hierarchy. Their customers also now have the ability to add new contacts, view those contacts and manage their own communication preferences. Providing this self-serve system for customers frees employees from these tasks to focus on other company initiatives.

– Built custom Communication objects, permissions, and document cloning triggers to enhance document management functionality from an “all or nothing” function enabling the ability to easily upload and download documents.


The skilled Ad Victoriam team of Sales Cloud developers and consultants are experienced in cloud computing, CRM and Salesforce solutions, delivering proven results to small and large businesses in any industry. We offer consultation, implementation, integration, and customization all of the Salesforce clouds to help grow your business. To get started today, click here, or fill out the brief form below.

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Winning Strategies to Increase Salesforce Adoption

Winning Strategies to Increase Salesforce Adoption

Picture this… Tomorrow is your company’s long-awaited go-live date for your brand new Salesforce® CRM. In it, you have built some exceptional apps and features for your team and you can’t wait to roll them out. But then you ask yourself, “Will our team actually adopt using it, and have we as a company done enough to create strategies and excitement within our team to ensure a successful Salesforce adoption?”

End-User Adoption is About Quality of Work

End-user adoption of Salesforce is not just about people being engaged with the system; it’s much more than that. It’s about what end-users are doing when engaging with the system; the quality of work they are doing in the system.

For example, are all of the Opportunity dates and the Stages up-to-date? Are team members entering new contacts, and with an email address? Are they recording Activities in the system? Unless your team is doing those things, your Salesforce forecasts will not be accurate, your pipeline visibility will not be up-to-date, and you won’t be increasing your database of people who you can send marketing communications to.

A rule many companies use when implementing a Salesforce solution is: “If it’s not in Salesforce, it doesn’t exist.” This can be very effective, especially with C-Suite support. However, it can also be time-consuming for admins to oversee and stay on top of new feature requests. So, the question then becomes, “What can our company do to increase Salesforce adoption that won’t involve policies forced upon my team?

Salesforce Adoption Strategies That Work

Team training is often the first thought when implementing a Salesforce solution. However, sometimes Salesforce user adoption issues run deeper, so training is only part of the solution. What also needs to be established is a comprehensive end-user adoption strategy, which should include incorporating these four strategies:

1) Create an Advantage to Using the System: You need to drive home the point about the advantages of using the system. Users must be convinced that using the system will make doing their job easier than not using it. For example, initiating robust dashboards out-of-the-gate gives users a series of reports and charts giving them much better visibility of sales performance in the pipeline. Let users see how a deal has moved from one stage to another.

2) Conversely, Create Examples of Disadvantages to Not Using the System: Once shown how not using your new Salesforce CRM could impact the company or the team member’s ability to better generate/earn income, attitudes toward adoption often quickly change. And once team members grasp the “What’s in it for Me?” (WIIFM) mentality, they’re ready to buy into the solution.

3) Measure User Adoption: Like anything else, if you cannot measure it you cannot manage it effectively. You don’t want to be measuring user adoption on hearsay or perception. You want to base it on hard numbers, such as a user’s logins, the number of contacts created, percentage of fields populated, from and to Stage movement, conversion rates, and overdue opportunities.

4) Manage User Adoption: Be clear about what’s expected for using the system. Coach/train users and take any remedial actions to clear any end-user roadblocks. Make using Salesforce an integral part of the way you work. Use it in team meetings, in one-on-one discussions, and encourage end-users to take advantage of tools such as Chatter, which can be activated in your new Salesforce CRM.

And one final point. As you follow your end-user adoption strategies, make adjustments to them based on how well users are adopting Salesforce best practices.

More Adoption Tips

Want even more ways to generate end-user adoption excitement, including six more tips on increasing your adoption goals? Take three minutes to read this.

If you need assistance with making and implementing a Salesforce user adoption strategy, contact Ad Victoriam Solutions today. Our problem solvers can help your company increase user adoption and solve the unique challenges that come with it. And remember, when you think AdVic, think: Salesforce. Simplified.

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Why Your Business Needs a CRM

Why Your Business Needs a CRM

From revealing sales opportunities to tracking every single customer interaction, implementing a Customer Relationship Management platform (CRM) positions your business for real growth.

Why is a CRM Important?

At its core, CRM enables your business to deepen relationships with your customers, service users, colleagues, partners, and suppliers. You can see everything in one place. There's a simple, customizable dashboard that can show you your customer’s previous history with you. You will also see the status of their orders, any outstanding customer service issues, and much more.

Think of CRM as a tool that creates a 360° view of your customers.

CRM also helps you find new customers, win their business, and keep them happy by organizing customer and prospect information in a way that helps you build stronger relationships with them and grow your business faster.

CRM is Not Just for Sales Teams

A CRM platform implementation helps the sales team to better understand their sales pipeline. Sales managers can access reliable information about the progress of individual team members. Sales reps can spend more time selling and less time inputting data. Less time, means they’re more productivity!

But other departments in your company will benefit from a CRM, too.

For instance, marketing teams use CRM to make forecasting simpler and more accurate. Sales gets a clear vision of every opportunity or lead through a mapping of the whole customer journey from inquiry through to sale, with a better understanding of the sales pipeline. Marketing can then use that information to create email, social media, and advertising campaigns targeting your company’s leads.

Another department that benefits from a CRM implementation is Customer Service. Those teams can effectively track conversations across multiple channels. Perhaps a customer might raise an issue in one channel – say, Facebook, LinkedIn or Twitter – then Customer Service teams can switch to email, phone or live chat to resolve the issue in private.

Remember, without a common platform for customer interactions, communications can be missed or lost in a sea of information. That leads to an unsatisfactory response to a valued customer.

Additionally - and you may never have thought of this - but your HR department can also benefit from a CRM platform. It enables the team to accelerate recruitment, track employee performance, speed the on-boarding process, analyze resourcing needs, identify skills gaps, and support the staff retention targets.

What Else Can a CRM Do?

A CRM platform can also connect to other business apps that help you to further develop customer relationships. A CRM solution can also integrate with your other business tools, such as an ERP, EHR/EMR, document signing, and accounting and billing. Now, information flows freely, giving you a true 360° view of your customer.

Lastly, today's new generation of CRM platforms goes one step further with built-in intelligence. This automates administrative tasks, like data entry and lead or service case routing, so your teams can free up time for more valuable activities.

These automatically generated insights will help you understand your customers better. They will also predict how customers will feel and act so that you can prepare the right outreach.

Ad Victoriam’s team of consultants can show you how a Salesforce CRM platform implementation can change and grow with your company’s processes. That helps with efficiencies and will have an enormous impact on your company’s bottom line. Let's talk today! Just fill out the form below, or click here.

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Rethink Your Approach to CRM Integration

Rethink Your Approach to CRM Integration

For a lot of businesses, their approach to technology comes in fits and starts. They’ll add one program but still be reliant on outdated or time-consuming processes for some essential piece of the day-to-day. Or they have a bunch of different tech pieces that have been purchased and integrated all at different times, making the whole system working together a really difficult hill to conquer. That messiness can extend not only to processes but to departments, too, where one area works with one approach but it doesn’t integrate seamlessly with another. And that can be a time waster and a frustration builder, but a customer relationship management (CRM) integration could solve all that.

It’s essential to think about integration, especially when it comes to a CRM. That forms the backbone of your business and is the place from which a lot of seamless, efficient processes take place. What does that look like? This graphic explains it.

Click CRM Image Below To Enlarge


Rethink Your Approach to CRM Integration

Via Salesforce

 

Did you know that Ad Victoriam Solutions, a Platinum Salesforce Partner, was just named a Top CRM Consultant?

Contact Ad Victoriam to learn how our team can help your company with a custom CRM integration solution.

 

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Manufacturers are Turning to Salesforce

Manufacturers are Turning to Salesforce

Do you need to increase efficiencies so that you can out-pace your competition? Do you need more opportunities in your pipeline? Maybe it’s clear, actionable information so that you can make better business decisions? All great reasons manufacturers around the world are turning to the Salesforce® platform to deliver a fully customizable customer experience through every interaction.

What Can the Salesforce Platform Do for Your Business?

Well, how about streamlining your operations, gaining access to real-time actionable data, personalizing your customer’s experiences and driving sales?

Here’s just a snapshot of what manufacturers have experienced from a Salesforce implementation:

Extend Salesforce to Your Channel Partners
Manufacturers can easily collaborate with dealers and distributors on sales, service, and more. Quickly address service inquiries, close more deals, and open more opportunities to grow revenue.

Integration of Your CRM and ERP Systems
Sharing information and providing visibility into both frontend and backend systems increases productivity and simplifies the business process. With CRM and ERP integration, your company can focus more on driving new business based on real-time data and less on manually tracking data in spreadsheets.

Create Powerful Online Buying Experiences
Transform your online purchasing process. Tailor product mixes, pricing agreements, and contracts to customers’ specific needs. Deliver friction-free service and warranty experiences that boost confidence in your products.

Spot Trends to Accelerate Sales
Reports and dashboards give executives, sales leaders, and operations teams real-time insights on lead performance. Slice and dice lead data by customer, geography, source, and products to uncover trends that close deals faster. Identify your hottest leads and accelerate key opportunities to crush sales goals.

The Manufacturer’s Solution

Manufacturers all over the world are working to build closer relationships with their customers. The need for real-time information has never been greater because, in order to build amazing customer relationships, manufacturers need a single and up-to-date view of them. As a Salesforce Platinum Partner™, Ad Victoriam has seen pretty much everything and can make your manufacturing enterprise software run like a well-oiled machine.

Read about one of AdVic’s recent manufacturing success stories here, or watch this webinar to learn more about what the Salesforce platform can do. Then, if you want to know how Ad Victoriam can get to work for you today and help you execute a plan for better manufacturing efficiencies, fill out the brief form below, or click here.

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AdVic Partnership: Not Just a ‘One-Off Project’

YANMAR Ad Victoriam Partnership Salesforce Implementation

The YANMAR America and Ad Victoriam Solutions (AdVic) partnership dates back to May 2017 when YANMAR, a recognized leader in the design and manufacturing of diesel engines and diesel-powered equipment, was referred to AdVic directly by Salesforce.

“When choosing AdVic, we were very guarded against repeating our previous Salesforce failures,” recalls YANMAR Business Systems Manager, Brian Williams. “We shared these past developments and adoption challenges with Salesforce, and asked that they provide us a partner with a strong skill-set, reputation, and experience in our industry.”

The YANMAR Challenge

YANMAR was utilizing Microsoft products and two non-relational legacy technologies. Their goal was to synchronize, standardize and simplify their key operating procedures while improving product management.

“Our company had a major gap in the way that we cross-functionally shared customer information,” YANMAR Business Process Improvement Manager, Delaney Langston recalls, “and this gap continued to grow over eight years as our customer base increased. We needed to find a better, more efficient way to manage customer information.

The AdVic Resolution

“Our kickoff project with AdVic was our Salesforce launch (you might say re-launch),” Williams remarks. “AdVic came in and had already self-researched background information about our company, which was a great first impression. To get ready for our Salesforce launch, AdVic came onsite and met with us to learn more about our business. Over the next several months, we engaged in detailed discovery sessions to cover our end to end business. Development and UAT (User Acceptance Testing) followed, which led up to our Salesforce user training and launch. This was a major kickoff project that reiterated who AdVic was, and had us dreaming and believing that bigger things were possible.”

To attack YANMAR’s challenge, the AdVic team initiated a full-scale plan that included:

Lightning UI Customization and Deployment

Designed custom Lightning components to simplify tasks and increase productivity. Improved management of the product life-cycle, inventory levels, and damaged goods.

Single Platform

Seamless integration of existing legacy systems with Salesforce Sales and Service Clouds to synchronize data and processes to provide a comprehensive view of business performance.

Sales Extension

Implemented Salesforce Mobile to accelerate sales fulfillment and improve customer satisfaction anywhere anytime.

Continuous Improvement

Custom designed case resolution process and a methodology for converting cases into sales opportunities. Created automated response time milestones to enable immediate management intervention for higher customer satisfaction.

Looking back, Williams says, “We had little CRM experience before working with Ad Victoriam. They had manufacturing experience so we knew they would understand our high-level needs and business model. After they performed their thorough fit/gap exercise, we moved forward with Salesforce as our solution. Their communication and project scheduling were prompt and flexible. It was a great experience.”

It's a Partnership, Not a One-Off Project

“Do your homework,” Langston advises. “Make sure you research implementation partners to understand what their skill sets are, who else they have worked with and that they are the right fit for your company’s long-term goals and objectives, not just a one-off project.”

She adds, “One of our organization’s key objectives is to develop a single source customer platform. We recently kicked off our Salesforce Partner Community Project with AdVic, which will expose information regarding online ordering and status, dealer inventory, warranty, technical support, marketing funds and rebates upon its initial launch. As part of our discovery for this project, we have also discussed and brainstormed future phases of this Community to further enhance and expand the customer’s experience.”

“The current relationship is strong,” Langston concludes. “AdVic has been a huge support with our Salesforce.com implementation not only on the day-to-day usage side but also with developing a plan to continue the growth of our Salesforce org to meet the needs of our company’s internal and external stakeholders. AdVic is our partner both now and in the future, as we continue to roll out new features in our Salesforce org.”

If you are looking for a Salesforce consultant who is not just interested in building your next project, but who wants to build your business for future success, contact Ad Victoriam. 

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5 Questions to Answer Before Implementing a Salesforce Community

Are you considering joining the millions of customers who have subscribed to Salesforce? Before you start trying to integrating the world’s #1 CRM, it’s important to stop for a few moments and consider what an ideal Salesforce implementation looks like for your small, medium or large-scale organization.

Here are a few questions to ask yourself before starting on the path to Salesforce success:

#1: Do you have a goal for what a successful community implementation would like?

That answer is important to convey to the teams that will be working together to build the Community, as it will ensure your team is heading down the right path. Now that you’ve established your vision for what the Community should look like, let’s go over the of the next decisions you’ll have to make around the project.

#2: Do you choose to use a Community Builder Template? Or, do you go with a custom Visualforce & Tabs Community Template and design the Community yourself?

Features and functionality vary based on the type of Template you choose, so this comes back to knowing the goal of your Community in helping you pick the right route. If you’re able to get away with using the Templated route, you’re opening yourself up to easier Community maintenance and constant improvements by Salesforce with every release.

For instance, just after this blog was posted, Salesforce automatically added in Reports and Dashboard components inside our Community Builder!

#3: What will your Community Members be able to do?

This relates to that first question, but goes deeper. Not only do you need to think about the features and functionality they need to use (Knowledge, Accounts, Contacts and Cases), but also the fields and records available to them. Do certain Community users need more record access than others? Are there any one-off scenarios that need to be accounted for? It is important to setup the Community correctly with the right sharing rules in place so that users only have what they need to have access to.

I’ve seen many Communities setup incorrectly to where users had extra access to fields and data that should have been hidden. It is always easier to add more functionality and access later down the road than to take it away. The type of access and permissions you need to give your Community users determines what type of Licensing you’ll need. There are feature differences between Customer Community and Customer Community Plus that you’ll need to make sure you’re aware of before choosing which Licensing option will work best.

#4: How do you plan on training your Community users?

Is there going to be a tutorial for them? Will you host a webinar? Or, something else? The type and complexity of your Community will have a big impact on how much training is needed, but don’t brush over this important part of your implementation.

#5: What happens Post Go-Live?

Does your company have an internal team that can manage it? Are you going to need to work with a certified Salesforce Partner? Or, will it be a combination of those two options that you’ll use to maintain your Community? Make sure everyone understands their role with the Community and you’ll ensure that your Community continues to run smoothly.

Answers to All Your Salesforce Questions

If you’re considering a Salesforce implementation and have questions or concerns, contact Ad Victoriam Solutions for answers. We are an official Salesforce partner, and the customer experience is highly important to us. Let us can help you maximize the potential of your Salesforce technology.