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Eigen X Case Study- University of Texas Health Science Center at San Antonio

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Client Overview

Location: San Antonio, TX, USA

Employees: 1500

Industry: Education

Solution: Sales Cloud, Service Cloud

Go-Live Dates: 2018

UTHSCSA serve patients in San Antonio and South Texas. Our health care professionals serve in more than 100 affiliated hospitals, clinics and health care facilities across San Antonio, Laredo and the Rio Grande Valley. More than 3,000 students, researchers and post-doctoral students from around the world come to the UT Health San Antonio to study, research and discover new breakthroughs. ​

Challenge

  • To create a customized CRM Solution to maintain relationships and monitor touch points between UTHSCSA & Specialist Doctors and Pathology Labs in the San Antonio Area ​

  • Segment Data between the two departments without any overlap. Even allowing for duplicates between departments but no visibility between the users of each department​

  • No Visibility to interactions of employees at UTHSCSA and how they would interact with specialists for patient referrals.

Solution

  • Created a Salesforce CRM centric build complete with custom automations and custom fields specific to the business practice and reporting needs ​

  • Migrated Data from existing databases into Salesforce

  • Utilized Role hierarchy to segment and separate data between Pathology and Specialist divisions within UTHSCSA. 

  • Built rollup calculations from activities and custom objects to the contact object for a more thorough view of each contact. ​

  • Built multiple custom reports and dashboards to show and monitor employee engagements with Pathology labs and Specialist Doctors​

Result

  • Accessibility to information after moving away from spreadsheets improved productivity of employees and reduced time monitoring from management ​

  • Automations  and 1 click submission of touchpoints allowed for quicker documentation and easier follow ups with contacts ​

  • Reduced the need for multiple contracts with Salesforce by segmenting and separating data between both departments in lieu of getting separate orgs ​

  • Real Time Reporting allowed for managers of these departments to report on referrals & activities to Senior Management. ​