Case Study · Senior Care & Healthcare · Florida
A Florida senior-care network had resident records in five systems. We unified them on Health Cloud and cut admin cost by a quarter.
Fragmented records, high administrative overhead, and HIPAA exposure across a dozen sites. We built Health Cloud with a resident 360 and an Agentforce agent for routine inquiries in ten weeks.
Industry
Senior care & healthcare
Platform
Health Cloud + Service Cloud + Agentforce
Timeline
10 weeks to production
Outcome
-25% admin cost
The challenge
A multi-site Florida senior-care network
Across a dozen communities, resident information was scattered over intake forms, spreadsheets, and separate site systems. Staff re-keyed the same data repeatedly, families waited on hold for routine answers, and every disconnected system was a HIPAA liability.
Resident records in five systems
Intake, care, billing, and family-contact data lived in separate tools, re-keyed by hand at every handoff.
High administrative overhead
Staff spent hours on data entry and phone tag instead of on resident care.
HIPAA risk at every seam
Sensitive data moving between disconnected systems with inconsistent access controls was a standing compliance exposure.
The architecture
One resident record, HIPAA-aligned, with routine questions handled automatically
We unified resident data into a Health Cloud 360, standardized care coordination and HIPAA-aligned access, and put an Agentforce agent on the routine family and staff inquiries that were eating the day.
Sources
Salesforce core
AI layer
An agent handling routine family and staff inquiries with HIPAA-aware guardrails and a clean handoff to a human.
Outcomes
What we built
Health Cloud resident 360
Intake, care, billing, and family contacts unified into one HIPAA-aligned record across every community.
Care coordination workflows
Standardized coordination and task routing so nothing falls through the cracks between sites and shifts.
Agentforce inquiry agent
Routine family and staff questions answered automatically, with guardrails and a clean handoff to a human.
HIPAA-aligned security
Consistent sharing rules, access controls, and audit trails across the whole network.
How we delivered
10 weeks to production, start to finish
Discovery & audit
We mapped the process, data quality, and the single metric that mattered most.
Design & data model
Data model, security model, and an automation blueprint signed off before a line was built.
Build & migrate
Configured in a sandbox, wired to existing systems, with a careful, verified data migration.
Test & parallel run
User testing and a parallel run against the live system until the numbers held.
Launch & tune
Production launch, role-based training, and 30 days of monitoring and tuning.
The results
What changed for the business
| Metric | Before | After |
|---|---|---|
| Administrative cost | Baseline | -25% |
| Routine inquiries | All staffed | 48% self-served |
| Case resolution time | Baseline | 40% faster |
| Resident records | 5 systems | One 360 |
| HIPAA controls | Inconsistent | Standardized |
| Time to production | — | 10 weeks |
“Our staff got their afternoons back. The system answers the routine questions so they can be with residents.”
Executive Director · Florida senior-care network
Unifying healthcare data in Florida?
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Client identifying details have been anonymized at the client's request. Metrics reflect the outcomes of a real engagement.