Project Name
How Ksolves Reduced Manual Effort by 90% and Increased Conversions by 8% with Salesforce Automation
A leading healthcare organization specializing in dentist recommendations wanted to streamline its patient referral and conversion tracking process. Their business depends on connecting new patients with the right dentist, sharing personalized recommendations, and then mapping successful conversions when dentists create sales orders.
Because data was scattered across third-party marketing tools, website forms, and external sales order systems, the client had limited visibility into the complete journey. Manual matching work, inconsistent data, and unstable integrations resulted in significant operational delays and inaccurate ROI reporting.
To address this, the client partnered with Ksolves to rebuild the entire patient journey inside Salesforce by creating an automated, unified, and transparent ecosystem powered by Salesforce native capabilities.
The client faced several critical hurdles that limited their visibility, efficiency, and control.
- Opaque Marketing Behavior: A third-party marketing platform offered limited visibility into patient engagement, which made it difficult to understand which campaigns were performing well and why.
- Inefficient Data Collection: Patient information was captured through a standalone website form that was disconnected from the CRM, which resulted in data gaps, delays, and unreliable records.
- High Manual Effort for Conversion Attribution: Teams spent hours manually matching new patients with converted orders and mapping them back to the original recommendation email, which created inaccuracies and slowed down ROI calculation.
- System Instability and Frequent Bugs: Multiple complex integrations caused recurring failures and bugs. Because there was no monitoring capability, the client was unable to ensure data accuracy or resolve issues quickly.
Ksolves implemented a fully Salesforce-native patient journey by replacing fragmented tools with a unified, automated system powered by Agentforce Marketing, Salesforce Flows, and Data Cloud.
- Direct CRM-Based Data Collection: We replaced the third-party website form with a Salesforce-based patient intake form using Web-to-Lead, Web-to-Case, or Experience Cloud. This ensured that all patient data flowed directly into Salesforce in real time.
- Smart Recommendation Engine Inside Salesforce: Ksolves designed a criteria-driven recommendation engine to intelligently match patients with dentists based on location, specialty, availability, and custom business rules. This removed the complexity of managing recommendation logic outside Salesforce.
- Agentforce Marketing for Automated Patient Communication: Agentforce Marketing was configured to instantly send personalized dentist recommendations to patients the moment they submitted their form, which improved engagement and significantly reduced Speed to Lead.
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Automated Processes with Salesforce Flows: Salesforce Flows acted as the automation backbone of the new system.
- The Automation and Override Tool offered a custom search interface that allowed team members to manually choose a dentist if the engine could not auto-match. This manual selection still triggered the same downstream automations.
- Post-conversion automation ensured that when a dentist created a sales order, Flows matched the order back to the original recommendation, performed lead conversion, attributed revenue to the correct marketing source, and updated ROI metrics in real time. - Data Cloud for Unified Reporting: Data Cloud combined all previously disconnected data into a single patient view and enabled advanced ROI analytics, seamless attribution tracking, and real-time performance insights across all campaigns.
The project delivered clear, measurable improvements in efficiency, accuracy, and overall business performance.
- Manual Effort Reduction: 90% reduction in manual time spent on matching converted sales orders back to the original patient recommendations and calculating ROI, freeing up sales and marketing staff.
- Recommendation Engine Accuracy: The new recommendation engine achieved a 95% successful auto-match rate, compared to the previous system's estimated 70%.
- Speed to Lead: The time taken for a new patient to receive a dentist recommendation was reduced from an average of 3 hours to instantaneous (within 5 seconds) upon form submission. This directly improved patient experience and engagement.
- Marketing ROI Transparency: The integration of Agentforce Marketing and Data Cloud provided a 100% transparent view of marketing campaign performance. This allowed the client to shift $50,000 in annual spend to high-performing channels.
- System Stability: Integration failures and subsequent unaddressed bugs were virtually eliminated, leading to 99.9% uptime for the core patient recommendation and conversion process.
- Conversion Rate Improvement: The combination of faster recommendation delivery and higher matching accuracy led to an 8% increase in the patient-to-sales-order conversion rate within the first quarter post-launch.
Migrating the full patient journey into Salesforce created a reliable, transparent, and highly efficient workflow for the client. By centralizing data collection, recommendation logic, communication, and automation within Salesforce, Ksolves delivered a solution that improved accuracy, eliminated manual work, and enabled real-time ROI tracking. The project demonstrates how Salesforce Sales Cloud, Agentforce Marketing, Flows, and Data Cloud can create a seamless, scalable, and measurable end-to-end experience that drives meaningful business results. If you need expert Salesforce professional services, you can contact Ksolves at sales@ksolves.com
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