Case Study: America’s Top Pediatric Hospital reduces IT costs and improves engagement with Persistent’s Salesforce Managed Services

Award-winning US Pediatric hospital reduces costs and improves engagement with Salesforce integration

America’s Top Pediatric Hospital partnered with Persistent Systems to address the complexity of a large Salesforce environment spanning multiple applications and user groups. The hospital was using several Salesforce products, including Marketing Cloud, Health Cloud, Communities, and MuleSoft, and needed support for multiple integration streams such as real-time APIs, HL7, FHIR, and bulk uploads, all with a staff that had limited Salesforce experience.

Persistent Systems implemented an ITIL-compliant Salesforce Managed Services model with an integrated L1-L2-L3 support team, ITSM and CTI integration, and HIPAA-trained personnel to handle PHI and PII. The solution delivered a 58% reduction in IT services cost, improved stabilization through a 20% left-shift in L1/L2/L3 tickets, and enabled smoother user onboarding through ongoing training support.