Elevate Health: Scaling Healthcare Compliance with Agentforce and Service Cloud
CLIENT NAME:
Elevate Health
INDUSTRY:
Healthcare
PROJECT LENGTH:
7-12 Months
TEAM SIZE:
4
PROJECT BUDGET:
$70,000-$100,000
Technologies:
Client: Elevate Health
Elevate Health: Scaling Healthcare Compliance with Agentforce and Service Cloud
Elevate Health, also known as RYTES Company, faced a pivotal moment where their technology could no longer keep pace with their market-leading growth. As the back-office engine for multiple healthcare entities, they were plagued by dropped calls and fragmented communication. Wise Wolves stepped in to quarterback a unified vision, utilizing Moonnox to inform our solution architecture by analyzing hundreds of hours of stakeholder interviews to ensure the new system met every compliance nuance.
Working alongside Jason Jiang and Donald Ponzini, we architected a solution centered on Service Cloud Voice and Agentforce. We replaced a messy, multi-layered AWS routing logic with a streamlined Salesforce Omni-channel flow that provided agents with role-specific customer history the moment a call connected. By implementing Einstein Activity Capture and Einstein Conversation Insights, we transformed Salesforce from a clunky database into a strategic asset. This project wasn't just about fixing phones; it was about building a flat, scalable organization where technology guides users toward the next best action, ensuring Elevate Health could protect its 10% market share while expanding responsibly.
Key Moments
The Deal Clarity Moment
We outlined the methodology early: document organizational goals, catalog pain points, brainstorm solutions for each, and score every solution on value and complexity. The scope crystallized over the first couple of calls. We agreed to deliver a working roadmap document by mid-December, with the RYTES team contributing value scores and our side handling complexity estimates and hour projections. The final deliverable would include a scatter-plot visualization, quadrant categorization, and execution-ready hour estimates for everything except out-of-scope items.
The Deal Clarity Moment
We outlined the methodology early: document organizational goals, catalog pain points, brainstorm solutions for each, and score every solution on value and complexity. The scope crystallized over the first couple of calls. We agreed to deliver a working roadmap document by mid-December, with the RYTES team contributing value scores and our side handling complexity estimates and hour projections. The final deliverable would include a scatter-plot visualization, quadrant categorization, and execution-ready hour estimates for everything except out-of-scope items.
The Ribbon Cutting Moment
The final presentation was structured as a Tuesday review session where we walked through the completed roadmap -- scatter plot, quadrant breakdowns, and hour estimates. We had shared the working document the prior Monday so the team could review asynchronously and adjust value scores before we met. The Service Cloud Voice findings from Marco's dedicated session were folded in alongside the broader recommendations. Moonnox had captured the full arc of the engagement by this point -- every discovery call, every reverse demo, every working session -- which meant the final deliverable was traceable back to specific conversations and decisions rather than just our best recollection of what had been discussed weeks earlier. The deliverable was designed to be portable -- something Jason and Jordan could take to their leadership and use to make the case for investment in the areas that mattered most.
The Ribbon Cutting Moment
The final presentation was structured as a Tuesday review session where we walked through the completed roadmap -- scatter plot, quadrant breakdowns, and hour estimates. We had shared the working document the prior Monday so the team could review asynchronously and adjust value scores before we met. The Service Cloud Voice findings from Marco's dedicated session were folded in alongside the broader recommendations. Moonnox had captured the full arc of the engagement by this point -- every discovery call, every reverse demo, every working session -- which meant the final deliverable was traceable back to specific conversations and decisions rather than just our best recollection of what had been discussed weeks earlier. The deliverable was designed to be portable -- something Jason and Jordan could take to their leadership and use to make the case for investment in the areas that mattered most.
The ROI Moment
When the roadmap came together, the RYTES team could see for the first time exactly where their investment would pay off fastest. The email channel improvements alone -- classified as low-hanging fruit -- promised to eliminate a significant chunk of the manual work that was pulling agents out of Salesforce daily. Combined with the call center UX refinements, the roadmap showed a clear path to making Salesforce the single operational hub their leadership had been asking for, rather than one of several disconnected tools.
The ROI Moment
When the roadmap came together, the RYTES team could see for the first time exactly where their investment would pay off fastest. The email channel improvements alone -- classified as low-hanging fruit -- promised to eliminate a significant chunk of the manual work that was pulling agents out of Salesforce daily. Combined with the call center UX refinements, the roadmap showed a clear path to making Salesforce the single operational hub their leadership had been asking for, rather than one of several disconnected tools.
"What stood out to me was how methodical the whole process was. They did not just look at our Salesforce and hand us a list of things to fix -- they actually sat with our team, watched how we work, and then built a roadmap that made sense for our priorities, not just what looked good on paper. The value-complexity scoring gave us a way to have real conversations internally about where to invest. And honestly, just seeing the email problem framed as low-hanging fruit with a clear path to fix it was worth the exercise alone. It gave us the confidence to move forward knowing we were starting in the right place."
— Aaron Lichtman, CEO, Elevate Health
The Team:
Tiago Ruivo
Chief Technology Officer
Michael Vukovich
Chief Executive Officer
Marco Antonio Martínez
Developer
Ernesto Velasco
Technical Architect