Cost Optimization While Maintaining Workflow Integrity: TOI's Transition to Salesforce PRM
Success Metric: Real results happen with GetOnCRM Solutions
35%
Increase in Partner Engagement after transitioning
40%
Reduction in administrative overhead for user management
100%
Consistency in user experience during the transitionObjective: Enhancing Healthcare Partner Collaboration and Reducing Licensing Costs
The Oncology Institute (TOI) is a leading healthcare organization specializing in the diagnosis and treatment of cancer. TOI aimed to streamline collaboration with its external partners, who are responsible for managing key authorization processes.
The primary objective was to transition 32% of existing users from the Salesforce Service Cloud to the Partner Relationship Management (PRM) portal. This move sought to maintain a consistent user experience, preserve existing authorization workflows, and ensure data accessibility, all while reducing operational costs and enhancing partner engagement.
Enhancing Healthcare Partner Collaboration and Reducing Licensing Costs
The Oncology Institute (TOI) is a leading healthcare organization specializing in the diagnosis and treatment of cancer. TOI aimed to streamline collaboration with its external partners, who are responsible for managing key authorization processes. The primary objective was to transition 32% of existing users from the Salesforce Service Cloud to the Partner Relationship Management (PRM) portal. This move sought to maintain a consistent user experience, preserve existing authorization workflows, and ensure data accessibility, all while reducing operational costs and enhancing partner engagement.
Business Challenges: Addressing Cost Reduction, Workflow Consistency, and Scalable User Management
Cost Reduction for Partner User Management
TOI faced escalating licensing costs due to partner users operating within the Salesforce Service Cloud. There was a pressing need to reduce these expenses while maintaining the effectiveness of collaboration with outsourced partners handling critical copay activities.Seamless Transition to Salesforce PRM
Ensuring a smooth migration to Salesforce PRM without disrupting existing workflows was crucial. The challenge lay in providing partner users with uninterrupted access to authorization processes and maintaining the user experience integral to team efficiency.Scalable Role-Based User Management
Managing user roles and permissions across various departments presented complexity. TOI required a scalable solution to efficiently onboard and manage partner users, aligning role-based access with specific tasks.Solutions: Streamlining Partner Management and Improving Operational Efficiency
Partner Portal Implementation
Configured the Salesforce PRM portal to mirror the user experience and processes familiar to partners in the Salesforce Service Cloud. This approach preserved existing authorization workflows, ensuring continuity in partner operations.
User Role Mapping & Access Control
Developed a robust role-based access control system, granting partner users, including copay and billing teams, secure and appropriate data access. That ensured the confidentiality of sensitive information while facilitating necessary access.Cost Optimization
By transitioning 32% of users to the PRM portal, TOI significantly reduced Salesforce licensing costs without sacrificing functionality or operational efficiency.Seamless Integration
The PRM portal provided real-time access to existing records and case management processes directly from Salesforce Service Cloud, eliminating the need for data migration.Business Impact after Salesforce PRM Implementation
28% Reduction in User Licensing Costs
The migration to Salesforce PRM led to a 28% decrease in user licensing expenses by moving external users to the partner portal, maintaining seamless workflows.
Consistent User Experience
The PRM maintained user experience by replicating existing authorization workflows, ensuring no operational disruptions during the transition from Service Cloud.
Enhanced Partner Engagement
The new PRM solution fostered higher partner engagement by providing improved visibility and access to real-time authorization cases, enhancing overall collaboration.
Cost-Effective Partner Workforce Expansion
The implementation of the PRM portal positions TOI to expand its partner team and manage increased workloads without additional licensing costs, offering a scalable solution that positively impacts overall licensing expenses as TOI grows.
