Field Service
Key Improvements
Customized booking flow and set territories optimize scheduling and resource allocation.
More intuitive appointment management and movable screens improve user experience.
Ryan Wiehagen
Director
Geisinger
The Diabsolut team brought strong subject matter expertise and a strong commitment to our success to the project. Because of their strength, we were able to meet expectations and deliver this time sensitive initiative on time with the necessary functionality.
The Challenge
Geisinger’s legacy system nearing end-of-life, they needed a replacement to manage their Geisinger Health Plan appointments—but with consistently high rankings both locally and nationally for quality of care and customer service, they knew both their new system and project partner would have to meet some very high standards.
Pain Points
- Information was coming from separate sources that didn’t interact.
- Lack of Optimization: There was no optimization for scheduling or set territories.
- Manual processes were involved, leaving room for error.
- Inaccurate and Outdated Information: Up-to-date information was vital for client visits but was not always accurate or current.
- There were limited options for clients regarding virtual interaction and appointment management.
Requirements
- Deploy Salesforce Field Service to replace the legacy system.
- Create a customized booking flow for more intuitive appointment management, including automatic information transfer between relevant systems.
- Optimize scheduling by including set territories for representatives.
- Integrate with Microsoft Outlook to ensure real-time schedule updates and consistent, centralized information storage.
- Facilitate online appointment booking for clients.
The Solution
In addition to the Salesforce Field Service implementation, a customized booking flow was created to complete appointments in a more intuitive way—automatically bringing information to and from relevant systems for optimized scheduling.
Products Implemented
Additional Integrations
The Results
Geisinger Health Plan transformed its appointment and field service management by enabling virtual meetings, integrated online self-booking, and a more intuitive scheduling system. Representatives now access real-time information to better serve patients, while territory mapping, automation, and Outlook integration have improved efficiency, reduced costs, and enhanced client satisfaction.
Key Results
- Virtual meetings and integrated self-booking for clients
- Real-time, centralized access to information for representatives
- Improved client satisfaction through ease of scheduling and better alignment
- Cost and error reduction driven by automation
- Reliable schedule updates with Microsoft Outlook integration
- Optimized scheduling and resource allocation with customized booking flows and service territories
- More intuitive appointment management with prompts and movable screens
- Legacy system replaced with a modern, user-friendly solution