Health Care
Reduced Manual Workload with Salesforce Service Cloud and MuleSoft Automation
Industry: Health Care
.png)
Executive Summary
Salesforce Service Cloud and MuleSoft automation reduced manual workload across service operations.
Client: The client is a leading pharmaceutical enterprise with a strong presence across Canada and the United States. With over 193 years in business and a workforce of 45,000 employees, the organization focuses on delivering high-quality healthcare solutions while continuously modernizing customer engagement and support operations.
Challenge
Manual case creation from emails and customer calls increased response time Lack of structured case classification affected routing accuracy Agent inefficiencies during and after calls reduced productivity Difficulty extracting structured data from unstructured documents AI prompts occasionally failed to generate expected responses
Strategy
Manual case creation from emails and customer calls increased response time Lack of structured case classification affected routing accuracy Agent inefficiencies during and after calls reduced productivity Difficulty extracting structured data from unstructured documents AI prompts occasionally failed to generate expected responses
Solution Overview
Implemented template-based workflows and intelligent parsing mechanisms Enabled AI-powered voice call summaries and after-call automation Integrated Intelligent Document Processing automated data extraction Developed custom Lightning components for better agent experience Connected enterprise systems seamlessly through MuleSoft integration
The automation introduced through Email-to-Case and Einstein Classification has significantly reduced our team’s workload. We’re now able to focus more on resolving issues rather than managing them.
Creating an advanced customer care experience by modernizing capabilities
Healthcare
SMS Digital Engagement
Automotive & Manufacturing
Modernizing Service Operations and Driving Customer Excellence for Dana
Automotive
Implementing Devops Automation Excellence
Healthcare
Lead to Order Enterprise Process Transformation
Telecommunications