Certe faced significant challenges with their appointment scheduling system. The primary issue was that patient information was stored across multiple systems, making it labor-intensive to schedule appointments accurately and efficiently. This fragmented data system caused delays and increased the workload on staff, impacting the quality of service provided to patients. 

What’s more, the existing system lacked the capability to automate processes around doctors-patients activities, which further complicated the scheduling. Another challenge was the integration of data from external systems, which was necessary for a comprehensive scheduling solution. The overall inefficiency resulted in a frustrating experience for both the patients and the medical staff.

To address these challenges, Redtag, in partnership with Growtivity, implemented Salesforce Service Cloud with Field Service Lightning. Our approach involved configuring the core functionalities to automatically schedule appointments based on patients' history and preferences. This was further enhanced with multiple types of flows, including screen flows for the intake process, record-triggered flows for automation based on appointment statuses, and scheduled flows for updating service appointments easily.

Redtag’s team extended the Field Service Dispatcher console with Visualforce pages, providing a more intuitive and efficient interface for the administrative staff. To ensure seamless integration with external systems, we utilized Apex, enabling real-time access to patient order information from various sources. This comprehensive solution not only automated the scheduling process but also ensured that all relevant information was readily available in one place.