Customer Success Stories

Aligning Healthcare Enterprise Systems for Seamless Salesforce Integration

Reston Users Onboarded

160

Sold Cases Installed

About Company

The customer is an American, for-profit, managed healthcare company offering health care products and insurance services. It has the reputation of being one of the largest healthcare companies in the world with a large and complex Salesforce user base.

Challenges

The client faced several challenges that hampered the efficiency of their quoting process:

The customer acquired a company named Reston (name changed) and needs to align its business units within the enterprise structure.
Integrate Reston’s large accounts into the customer’s enterprise accounts business unit and decommission Reston’s Salesforce while aligning other platforms like HighSpot and Marketo with the customer’s enterprise architecture.
Key challenge: aligning Reston’s sales, service, Marketing, Implementation, Finance, and other processes with customer’s existing workflows for collaborative business operations.
Consolidation of Reston’s products (Medical, Pharmacy, Dental, etc.) into Reston-specific, traditional, and dual options across business streams.
Integration of Reston’s data sources (finance, renewal, underwriting, market) into the customer’s Salesforce Data Model.
Support for Reston’s Analytics, Marketing, and Claims teams through Data Lakes is integrated with the customer’s existing Salesforce Org.

Solutions

Replaced Reston’s Purchase Order system with customer’s Salesforce-based Sold Case Checklist to streamline product and service review & validation post-sale.
Aligned multi-product categories (Medical, Pharmacy, Dental, Vision) with respective sales processes, enhancing product selection for both Reston-specific and traditional workflows.
Updated the Salesforce Data Model to integrate Reston-specific data sources, ensuring a comprehensive 360-degree business view.
Implemented a new data security model to onboard Reston Sales team, that restricts access via username tagging for Client Development SVP and Client Management SVP, facilitating cross-selling.
Established the Reston Benefit Strategy team to manage membership activity plans and review customer-sold models.
Performed data reconciliations across Accounts, Contacts, and Opportunities, identifying key fields for migration into the customer’s Salesforce system.
Integrated customer’s Salesforce data with Azure Data Lakes and pushed it to Reston’s Data Lakes for downstream analytics and marketing team access.

Value Delivered

Unified Salesforce platform integrating Reston’s data across Sales, Service, and Implementation teams.

Decommissioning of Reston’s Salesforce system by the end of the fiscal year.

Enhanced cross-selling capabilities for the Client Development team, enabling better opportunities with Reston products.

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