A leading healthcare organization specializing in the diagnosis and treatment of cancer 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.
The healthcare partner 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.
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.
Managing user roles and permissions across various departments presented complexity. The healthcare business required a scalable solution to efficiently onboard and manage partner users, aligning role-based access with specific tasks.
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.
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.
By transitioning 32% of users to the PRM portal, the healthcare organization significantly reduced Salesforce licensing costs without sacrificing functionality or operational efficiency.
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.
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.
The PRM maintained user experience by replicating existing authorization workflows, ensuring no operational disruptions during the transition from Service Cloud.
The new PRM solution fostered higher partner engagement by providing improved visibility and access to real-time authorization cases, enhancing overall collaboration for the healthcare business.
The implementation of the PRM portal positions the business to expand its partner team and manage increased workloads without additional licensing costs, offering a scalable solution that positively impacts overall licensing expenses as the organization grows.
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