INDUSTRY:

Non-profit

SERVICES:

Social Services Assistance and Support

COMPANY SIZE:

20 – 30 Employees

HEADQUARTERS:

Sacramento, CA

PROJECT OUTCOME:

• Rapid deployment of a complete soultion
• Customization of Salesforce Sales Cloud and Service Cloud products
• Deployment of Communities portal for external partners

OUR CLIENT’S CHALLENGE

Sacramento Covered is a nonprofit which connects individuals and families to health insurance coverage, primary and preventative care, and other health-related services. Sacramento Covered’s charter includes peer-based 1-on-1 in-person education, referral, healthcare insurance navigation, and emergency room visit support.

Sacramento Covered has grown its clientele over time and has added services to meet it’s clients’ needs. However, the organization found itself challenged in tracking ongoing interactions and touchpoints with clients, and in maintaining a history of client demographics, contact information, health issues, insurance status, etc.

Additionally, Sacramento Covered’s partners (such as Dignity Health) needed on-demand reporting around services delivered, a capability that Sacramento Covered did not have.

TEN2ELEVEN’S APPROACH

Sacramento Covered engaged Ten2Eleven to evaluate the organization’s current technology and future needs, and to identify options to improve and streamline operations. Ten2Eleven conducted a set of initial fact-finding meetings with key Sacramento Covered staff, using a proprietary tool to characterize the people, process, and technology aspects of the operating environment.

High-Level Design:

Ten2Eleven developed a high-level solution design for Sacramento Covered, leveraging the Salesforce.com Sales and Service Cloud solutions as well as the Force.com Communities portal. Ten2Eleven developed high-level process flows and created prototypes for key screens to enable Sacramento Covered staff to envision the future system and understand how it would support their mission.

Vendor Negotiation:

Ten2Eleven approached Salesforce.com on Sacramento Covered’s behalf and negotiated a favorable license arrangement with flexible provisions to increase the number of internal or portal users as Sacramento Covered’s volume increases in the future.

Testing and Deployment:

Ten2Eleven initiated setup of a Salesforce test sandbox and developed the customizations and extended configurations required for Sacramento Covered’s initial release. Sacramento Covered staff were invited to log in and perform usability testing, verifying that the core business processes were supported.

Ten2Eleven promoted Sacramento Covered’s changes to a production environment and conducted user onboarding and training. From concept to deployment, Ten2Eleven was able to bring Sacramento Covered online in under 30 days.