Case Study: FamilyCare Health improves member service and cuts call resolution time by 50% with West Coast Consulting Group and Salesforce Health Cloud

FamilyCare Health cuts call resolution time by 50% with West Coast Consulting Group

FamilyCare Health, an Oregon-based healthcare organization, faced a challenge in managing its rapidly growing membership following the implementation of the Affordable Care Act. Without a CRM system, the team relied on manual data entry and Excel spreadsheets, making it difficult to track member history and provide timely information. They partnered with West Coast Consulting Group to implement a solution.

West Coast Consulting Group deployed Salesforce Health Cloud in just four months, integrating data from various systems to create unified member and provider profiles. The solution provided agents with critical information at their fingertips and introduced new dashboards for management. As a result, the vendor helped FamilyCare Health reduce call resolution time by more than 50%, significantly improving agent performance and job satisfaction.

FamilyCare Health