Salesforce FSL is Changing Home Health with AI Dispatch, Scheduling, and Care Services
CLIENT NAME:
PCX
INDUSTRY:
Healthcare
PROJECT LENGTH:
4-8 Weeks
TEAM SIZE:
4
PROJECT BUDGET:
$70,000-$100,000
Technologies:
Client: PCX
Salesforce FSL is Changing Home Health with AI Dispatch, Scheduling, and Care Services
PCX, a home health care agency in New York City, had a huge opportunity and huge problem - at the same time. Faced with building significant patient health survey operations, for patient eligibility assessments, it was at a technology impasse. Yet this new area of business, carried out in conjunction with a major health insurance provider, held out promising growth potential.
Utilizing outdated spreadsheet processes to conduct hundreds of in-home surveys weekly proved unsustainable and prone to errors. The initial recommendation of Salesforce Scheduler and Maps did not align with PCX's operational needs, leading to delays and compliance challenges, particularly in geolocation verification for insurance purposes.
Madison Ave Consulting identified Salesforce Field Service Lightning (FSL) as the optimal - if unorthodox - solution, leveraging its mobile workforce management, AI-driven routing optimization, and real-time geolocation stamping. The implementation team, led by Mitch Ebin and Salesforce expert Ron Anthony, executed a rapid deployment within six weeks.
Key features integrated included automated workflows, mobile apps for assessors to complete surveys with geolocation data, and real-time document generation for compliance and reporting.
The transition from spreadsheets to FSL transformed PCX's operations, enhancing efficiency and accuracy in patient surveys. Assessors could complete 3-4 surveys per hour using tablets, with data seamlessly generating PDF reports via Conga or Docusign. The successful implementation opened avenues for future projects, including expanding FSL's use for patient onboarding and in-home nurse visits.
The project underscored Madison Ave's expertise in swiftly identifying and deploying the right Salesforce solutions for home healthcare agencies. It also showcased FSL's versatility beyond traditional field service industries as a powerful asset for delivering a variety of home healthcare services.
Key Moments
The Moment of Trust
The successful implementation led to continued business, validating PCX's expansion into assessment services. This success attracted attention from other healthcare providers. The moment demonstrated how FSL could be adapted beyond traditional field service uses into healthcare, opening new opportunities for both PCX and Madison Ave in the healthcare sector.
The Moment of Trust
The successful implementation led to continued business, validating PCX's expansion into assessment services. This success attracted attention from other healthcare providers. The moment demonstrated how FSL could be adapted beyond traditional field service uses into healthcare, opening new opportunities for both PCX and Madison Ave in the healthcare sector.
The Eureka Moment
When PCX initially approached Salesforce directly, they were steered toward Salesforce Scheduler and Maps - a solution that wouldn't meet their needs. Madison Ave's expertise proved crucial when they identified this misalignment and redirected the client to Field Service Lightning (FSL). This moment highlighted the importance of domain expertise in Salesforce consulting, as FSL's AI-driven optimization and mobile capabilities were exactly what PCX needed for their assessment program.
The Eureka Moment
When PCX initially approached Salesforce directly, they were steered toward Salesforce Scheduler and Maps - a solution that wouldn't meet their needs. Madison Ave's expertise proved crucial when they identified this misalignment and redirected the client to Field Service Lightning (FSL). This moment highlighted the importance of domain expertise in Salesforce consulting, as FSL's AI-driven optimization and mobile capabilities were exactly what PCX needed for their assessment program.
The Red Moment
As we were just about to go live a new requirement emerged from the insurance company: the geolocation stamping feature required for insurance compliance wasn't properly implemented. This issue stemmed from a hidden limitation that came with the very tight timeline. This moment underscored the delicate balance between rapid implementation (6 weeks) and thorough requirement understanding. It also highlighted how essential location verification was for insurance compliance in healthcare services. Madison Ave was able to implement verifiable geo-stamping of patient surveys, ensuring "hassle-free" compliance for PCX staff carrying out the surveys.
The Red Moment
As we were just about to go live a new requirement emerged from the insurance company: the geolocation stamping feature required for insurance compliance wasn't properly implemented. This issue stemmed from a hidden limitation that came with the very tight timeline. This moment underscored the delicate balance between rapid implementation (6 weeks) and thorough requirement understanding. It also highlighted how essential location verification was for insurance compliance in healthcare services. Madison Ave was able to implement verifiable geo-stamping of patient surveys, ensuring "hassle-free" compliance for PCX staff carrying out the surveys.
"Madison Ave's work on our FSL implementation proved them to be exceptional partners. When other experts, including Salesforce itself, recommended the wrong solution, Mitch Ebin and his team's deep product knowledge led us to Field Service Lightning - a creative application that proved perfect for our healthcare assessment needs. The team, particularly FSL expert Ron Anthony, demonstrated remarkable agility by implementing a complex solution in just six weeks. Their persistence was evident as they worked through challenges, particularly in optimizing the mobile app's geolocation features crucial for insurance compliance. The partnership between Neil's project management, Ron's technical expertise, and Gourav's development work showed how a focused team could deliver transformative results. They weren't just fast - they were thorough in ways that mattered, building a solution that helped us secure and expand an important new line of business. We are grateful to the entire Mad Ave team!!"
— Founder and, CEO, PCX
The Team:
Mitch Ebin
Strategy
Ronald Anthony
Solution Architect
Neil Mork
Project Manager
Mike Conrad
Senior Director