Salesforce-Native Healthcare Automation for CaseSherpa

CaseSherpa needed to support complex healthcare workflows inside Salesforce, including patient journeys, survey messaging, SMS communication, care logs, billing activity, clinic-level reporting, and production support.

WebSolo helped CaseSherpa move from a Marketing Cloud-style patient journey direction into a more practical Salesforce-native architecture using Service Cloud, Salesforce Flow, Apex, Lightning Web Components, and Avochato SMS integration.

The result was a simpler and more maintainable Salesforce solution that helped CaseSherpa manage patient engagement and care coordination workflows without adding unnecessary subscription complexity.

Success Story

Salesforce-Native Healthcare Automation

Patient journey automation, survey messaging, Avochato SMS, care logs, billing activity, clinic reporting, Salesforce Flow, Apex, LWC, production support, and data preservation for a healthcare technology provider.

Talk to us

Client Profile

Business Challenge

CaseSherpa manages healthcare workflows that combine patient enrollment, care plans, patient communication, survey follow-up, clinical pathway tracking, care coordination, billing activity, and clinic-level reporting.

The original direction included Marketing Cloud-style journey messaging. CaseSherpa needed to support complex patient engagement workflows, but the team also needed a solution that was easier to maintain, easier to support, and better connected to the Salesforce records users worked with every day.

Rather than adding unnecessary platform complexity, WebSolo recommended using the existing Salesforce environment as the operational center for patient journeys, survey status, SMS messaging, care logs, billing activity, and reporting.

• Replace Marketing Cloud-style patient journey logic with Salesforce-native automation where appropriate.
• Keep patient workflow logic connected to Salesforce patient records, Care Plans, surveys, tasks, and billing activity.
• Support Avochato SMS communication while keeping Salesforce as the system of record.
• Make patient surveys easier to access, track, review, and report on inside Salesforce.
• Provide clinic-level visibility into patient survey status and follow-up needs.
• Support care log generation and billing-related activity.
• Improve production support, documentation, testing, and release coordination.
• Avoid unnecessary additional subscription costs where Salesforce-native functionality could meet the business need.

Key Requirements

• Analyze the existing patient journey and messaging process.
• Review the role of Marketing Cloud, Avochato, and Salesforce in patient communication.
• Move patient journey logic into Salesforce Flow where possible.
• Create Salesforce-native journey automation for multiple care pathways.
• Generate and send patient survey messages through Salesforce-controlled logic.
• Track survey status, survey responses, response rates, and follow-up needs.
• Display active Care Plan information directly on the patient record.
• Support Avochato SMS integration and message-related workflows.
• Create patient and opportunity care log functionality.
• Support monthly billing activity and billing history reporting.
• Create clinic-level dashboards and aggregated views for operational visibility.
• Support patient enrollment and upload workflows.
• Support urgent task and follow-up workflows.
• Support pathway-specific Opportunity and Care Plan logic.
• Create production-ready Salesforce components, Apex classes, Flows, reports, and documentation.
• Provide ongoing support for testing, troubleshooting, releases, and changes.

Delivered Solution

Salesforce-Native Journey Automation

WebSolo helped CaseSherpa move patient journey logic into Salesforce-native automation using Salesforce Flow, Apex, and scheduled processing.

The solution supported multiple care pathways and patient programs, allowing CaseSherpa to manage journey-related activity from the same Salesforce environment used for patient records, Care Plans, surveys, and follow-up work.

• Care Plan journey logic implemented using Salesforce Flow.
• Scheduled message generation for patient journeys.
• Survey URL handling and journey survey status processing.
• Care Plan and patient status handling.
• Journey-specific survey and follow-up logic.
• Support for multiple clinical pathway journeys.
• Migration of key journey behavior away from heavier Marketing Cloud dependency.

Active Care Plan Visibility

WebSolo implemented patient-level visibility into active Care Plans so users could quickly understand which journey a patient was currently on.

The Active CarePlan component was designed to display the patient’s active Care Plan directly on the patient detail page, helping users identify the current journey without manually searching related records.

• Patient record page component for active Care Plan visibility.
• Logic based on related Care Plan / Case records.
• Care Plan status and opt-out logic.
• Display of the current active Care Plan name.
• Improved usability for care coordination users.

Survey Tracking and Patient Response Visibility

CaseSherpa needed surveys to be accessible and meaningful from the patient record, not hidden behind disconnected technical records.

WebSolo supported survey tracking, survey response visibility, survey status handling, response tracking, and reporting so users could better understand patient progress and follow-up needs.

• Patient survey tracking.
• Survey response visibility.
• Survey status handling.
• Survey response-rate tracking.
• Survey question and answer visibility.
• Survey resend and follow-up logic.
• Troubleshooting for duplicate survey behavior.

Avochato SMS Integration

Avochato remained an important messaging tool for CaseSherpa. WebSolo helped connect Avochato/SMS workflows with Salesforce patient records and Salesforce-controlled automation.

This allowed CaseSherpa to continue using SMS communication while keeping journey logic, patient context, survey status, and reporting closer to Salesforce.

• Avochato API and Salesforce integration support.
• SMS automation connected to Salesforce records.
• Patient message generation and follow-up logic.
• Avochato-related Apex jobs and test coverage.
• SMS-related billing and activity considerations.
• Production troubleshooting and shutdown controls when needed.

Clinic Aggregated View

WebSolo created clinic-level visibility tools to help CaseSherpa review patient survey activity and follow-up needs across clinics.

The Clinic Aggregated View used custom Lightning Web Components, charts, tables, Apex, and configurable message templates to give users a more practical way to review survey status and take action.

• Clinic-level survey visibility.
• Chart and table-based patient survey views.
• Viewing modes for all records and not-responded records.
• Message template selection.
• Patient follow-up workflow support.
• Custom metadata for response message templates.
• Lightning Web Components and Apex controller support.

Care Logs and Billing Activity

CaseSherpa also needed Salesforce to support care coordination documentation and billing-related workflows.

WebSolo supported patient care logs, opportunity care logs, monthly billing activity, time tracking, billing history processing, and reporting used by CaseSherpa operations.

• Patient care log generation.
• Opportunity care log functionality.
• Clinic care log ZIP generation.
• Billing code and billing activity logic.
• Billing history batch processing.
• Monthly billing report support.
• Patient time tracking components.
• Care coordination documentation support.

Pathway and Operational Enhancements

The engagement included multiple Salesforce enhancements around clinical pathways, Opportunities, scheduling, documents, and operational workflows.

• Incontinence pathway automation.
• UDS / ARM pathway Opportunity support.
• PNE Opportunity Type support.
• Patient enrollment and upload flows.
• Urgent task list functionality.
• ICD-related logic and mapping.
• Telehealth and scheduling-related setup.
• Calendly-related Salesforce configuration.
• Document generation support for clinical notes and visit documentation.

Production Support and Documentation

WebSolo supported CaseSherpa through iterative releases, testing, troubleshooting, documentation, and production follow-up.

The engagement was practical and hands-on. WebSolo helped clarify requirements, propose Salesforce-native approaches, implement changes, document solutions, support testing, and adjust production behavior as CaseSherpa’s needs evolved.

• Requirements review and solution planning.
• Flow, Apex, LWC, Aura, Visualforce, and metadata changes.
• Testing support and production validation.
• Release support and issue resolution.
• Solution documentation.
• Ongoing communication with CaseSherpa stakeholders.
• Final Salesforce data preservation and transition support.

Customer Review

After the engagement, Connor Harris, VP of Operations at CaseSherpa, shared a public Salesforce AppExchange review for WebSolo.

Engagement Period

The CaseSherpa engagement was documented across multiple phases, starting with Salesforce healthcare workflow review and expanding into patient journey automation, survey tracking, messaging, reporting, production support, and final data preservation.

Results and Benefits

The CaseSherpa project shows how a practical Salesforce architecture can reduce complexity while still supporting detailed healthcare workflows.

• Converted complex patient journey and survey messaging into Salesforce-native automation.
• Reduced dependency on a heavier Marketing Cloud-style implementation.
• Helped CaseSherpa avoid unnecessary additional subscription costs.
• Improved visibility into patient journeys, active Care Plans, surveys, follow-up activity, care logs, and billing data.
• Connected SMS communication through Avochato while keeping Salesforce as the operational center.
• Created clinic-level reporting and follow-up tools for patient survey activity.
• Supported pathway-specific healthcare workflows using Flow, Apex, LWC, and custom metadata.
• Improved maintainability by keeping key workflow logic closer to Salesforce records and users.
• Delivered production support, troubleshooting, release coordination, and documentation over a multi-year engagement.
• Provided final Salesforce data preservation and transition support when CaseSherpa needed historical records retained.

Platform and Technologies

• Salesforce Service Cloud
• Salesforce Health Cloud data model and healthcare workflow patterns
• Salesforce Flow
• Record-triggered Flows
• Scheduled Flows
• Apex
• Batch Apex
• Apex Scheduler
• Lightning Web Components
• Aura Components
• Visualforce
• Custom Metadata
• Custom Objects and Fields
• Person Accounts
• Care Plan / Case automation
• Patient Survey automation
• Survey Response tracking
• Avochato SMS integration
• Patient Care Logs
• Opportunity Care Logs
• Billing History automation
• Patient Time Tracker
• Clinic Aggregated View
• Urgent Task List
• Calendly-related configuration
• Telehealth workflow support
• Salesforce Reports and Dashboards
• Production deployment support
• Salesforce data export and metadata backup

WebSolo Services Provided

• Salesforce Consulting
• Salesforce Implementation and Enhancements
• Custom Salesforce Development
• Salesforce Integration and Data Migration
• Salesforce Support and Training

Frequently Asked Questions

What type of Salesforce work did WebSolo perform for CaseSherpa?

WebSolo supported Salesforce-native healthcare automation, including patient journeys, survey tracking, Avochato SMS workflows, care logs, billing activity, clinic-level reporting, pathway automation, custom Lightning components, Apex development, Flow automation, production support, and final data preservation.

Was this a Marketing Cloud project?

The project started with Marketing Cloud-style patient journey and messaging considerations. WebSolo recommended a more practical Salesforce-native approach where the required functionality could be delivered using CaseSherpa’s existing Salesforce environment, Service Cloud, Flow, Apex, LWC, and Avochato integration.

Why was a Salesforce-native approach useful?

It kept patient workflow logic closer to the Salesforce records users already worked with every day. This reduced platform complexity, improved maintainability, and helped avoid unnecessary additional subscription costs.

What healthcare workflows were supported?

The implementation supported patient enrollment, active Care Plans, patient journeys, surveys, SMS follow-up, response tracking, care logs, billing activity, clinic-level reporting, pathway-specific Opportunities, tasks, and production operations.

How did WebSolo support patient communication?

WebSolo helped connect patient journey and survey logic in Salesforce with Avochato SMS messaging. Salesforce remained the operational source of truth, while Avochato supported SMS delivery and communication workflows.

Did WebSolo build custom Salesforce components?

Yes. The engagement included custom Lightning Web Components, Aura components, Visualforce pages, Apex controllers, Flow automation, batch processing, scheduled automation, reports, dashboards, and supporting metadata.

Did the project include reporting and billing support?

Yes. WebSolo supported patient tracking, survey reporting, clinic aggregated views, care logs, billing activity, billing history processing, monthly billing report support, and data export work.

Was PHI included in this public success story?

No. This success story is written at a high level and does not include patient names, patient records, PHI, private clinic data, or confidential operational details.

Can WebSolo support similar Salesforce healthcare projects?

Yes. WebSolo can help healthcare and care coordination teams simplify Salesforce workflows, automate patient journeys, connect messaging tools, improve reporting, build custom Salesforce components, support production releases, and reduce unnecessary platform complexity.