Support teams at the healthcare company were managing complaints across separate platforms. Incomplete records, manual entry and duplication slowed resolution and raised compliance risks.

Complaints often stalled between teams, causing delays that affected patients and strained compliance requirements. Agents had to re-enter data in multiple systems, wasting time and increasing the chance of errors. Leaders lacked real-time visibility, making it harder to track accuracy and meet regulatory expectations.

The healthcare company moved complaint handling into a single connected workflow within Salesforce. Agents could now search patient and reporter records, register cases in real time and rely on automated checks for order eligibility. All steps flowed directly into the complaint management system, removing manual entry and duplication.

With a unified platform, agents no longer switched between tools to capture details or track updates. The process guided them through required fields, validated complaint codes and serial numbers and auto-synced records across systems. Supervisors gained visibility into every case from intake to closure, supporting faster and compliant resolution.

The new system enabled support teams to work with clean and connected data across Salesforce and the complaint processing platform. Duplicate records were reduced at the source, complaint intake became structured and consistent and real-time syncing ensured no data was lost between systems.
Agents were able to resolve cases more quickly and accurately. Workflows that once required multiple handoffs were streamlined into a single guided process, resulting in fewer delays and stronger compliance. Customers benefited from shorter wait times and more reliable resolutions.