Company Name: FCP Live-In Home Care
Industry: Healthcare
Sub-Industry: Live-In Home Health Services
Location: United States
Products Purchased: Health Cloud, Integration
Growth Exposed Cracks
As FCP Live-In expanded its Live-in home care services for seniors, a legacy technology platform began to hinder core business processes — creating manual work, fragmented data, and limited insight. CopperHill helped transform Salesforce into a modern, integrated system connected directly to their EMR, delivering automation, clarity, and scalable reporting.
The Challenge: An outdated Salesforce Classic instance
The team members at FCP Live-In were using a Salesforce Classic instance that hasn’t really been updated in over 10 years. It led to significant administrative challenges:
- Manual & Inefficient Processes: Inquiry sheets and lengthy intake forms were manual and paper-based, requiring care coordinators to manually re-enter data across different forms.
- Lack of Interoperability: There was no integration with FCP Live-In’s EMR system which meant double data entry efforts across teams and processes.
- Poor User Experience: The outdated user interface of Salesforce Classic was a pain point, contributing to inefficiencies in the workflow and limited access to periodic product updates from Salesforce releases.
- Limited Data Model: The system for managing Clients resulted in data duplication and made it difficult to track critical metrics, like readmissions or cancellations due to the absence of a relational data model.
- Lack of Reporting: The team could not perform real forecasting or gain visibility into key parts of the funnel, such as lead conversion rates, disqualification reasons, market segmentation, and duration of care.
The Solution: Migrate to Salesforce Health Cloud & Lightning Experience
FCP Live-in upgraded to Salesforce Health Cloud and Lightning Experience to address their data, efficiency, and user experience issues. Key features of the implementation included:
- Enhanced Data Model: Enabling Health Cloud's Person Accounts establish a historical register for clients, while retaining the use of Business Accounts and Contacts to track referral sources.
- EMR Integration: One-way integration from Salesforce to Generations EMR transfers personal data, key contacts, and creates a new Plan of Care record in Generations, with logic to prevent resending duplicate files.
- Improved Inquiry and Intake Process: Manual, paper-based forms were replaced by Lead and Patient Intake modules for client referrals
- Automated Data Mapping: Details are automatically carried from the Lead to an Opportunity and then to the Intake record, prefilling up to 25% of the intake form and eliminating manual data re-entry.
- Workflow Guardrails: Health Cloud enforces a standardized process using automated "helper" formula fields, such as "Ready for Intake Review" and "Ready to Generate Documents," which are only checked after minimum required fields are populated.
- Streamlined Document Generation: Dynamic S-docs and S-sign templates for document generation and signatures to create service agreements and PHI disclosures.
Results and ROI
The upgrade to Health Cloud and Lightning Experience delivered significant improvements across the FCP Live-In:
- Data Model & Data Quality: An improved relational data model eliminates data duplication and enables accurate historical tracking for clients, including readmissions and cancellations.
- Interoperability: Integration across Salesforce and Generations EMR saved time and ensured accurate data was shared with the EMR in a timely manner.
- Operational Efficiency: Automated data mapping pre-fills parts of the intake form, eliminating manual re-entry and significantly increasing efficiency for care coordinators.
- Improved User Experience: The migration to the Lightning Experience enhanced the overall user experience and workflow.
- Comprehensive Reporting: The new setup provides visibility into all layers of the funnel, enabling management to track key metrics such as:
- Lead conversion rates
- Disqualification reasons
- Market segmentation
- Staffing types and duration of care
- Document Management: Document generation and signature collection are now templated, dynamic, and enforced by the system, ensuring standardized and compliant workflows.