Delivering Impact That Matters

Challenge

The client needed to unify their specialty pharmacy contact center operations by connecting a modern cloud contact center platform with Salesforce Health Cloud and a pharmacy management system. Key challenges included real-time caller identification, proxy authorization handling, agent screen-pop, and compliant call logging — all requiring a secure, governed orchestration layer.

Solution

Architected a solution integrating a cloud contact center platform with Salesforce Health Cloud and a pharmacy management system via MuleSoft Anypoint as the single orchestration and data-dip layer. Designed the end-to-end data flow, platform Shield encryption posture, and API contracts. Delivered a comprehensive Solution Design Document and conducted stakeholder and platform SME design readouts.

Outcome

Delivered a validated, implementation-ready architecture that reduced design ambiguity across three platform teams. The governed orchestration pattern established a reusable integration template for future contact center use cases within the Salesforce Health Cloud ecosystem.

Challenge

The client required a configurable, multi-brand Experience Cloud platform to support multiple pharmaceutical hub services programs simultaneously — each with unique branding, provider and patient management workflows, PDF document generation, and secure e-signing. Authentication had to support custom identity flows outside of standard Salesforce authentication.

Solution

Architected and delivered a configurable branded Experience Cloud site powered by a custom component library (LWC + Aura), Salesforce CMS, and dynamic metadata-driven configuration. Integrated Auth0 for custom authentication, AWS Template Manager API for document generation, DocuSign for e-signing, NPI Registry for provider validation, and SmartyStreets for address verification. Used Pub/Sub API and Platform Events for real-time data orchestration.

Outcome

Delivered a single, governed platform serving multiple pharmaceutical programs with brand isolation and shared infrastructure. Significantly reduced onboarding time for new programs through reusable component and metadata architecture. Established a scalable foundation for future hub services expansion.

Challenge

The client operated a fragmented service landscape with legacy Oracle Service Cloud applications and disconnected experience portals. They needed to unify customer service operations on Salesforce, retire legacy platforms, and modernize their dealer and customer-facing digital experience — while managing complex integrations with contact center, content management, and identity systems.

Solution

Owned end-to-end architecture, custom development, and integration delivery for a full Service Cloud and Experience Cloud modernization. Migrated legacy Oracle Service Cloud data and processes to Salesforce. Designed and implemented integrations with 8x8 contact center, Azure Active Directory, Azure Blob Storage, Coveo search, Youreka Forms, and LMS platforms. Established development standards, reusable component frameworks, and data migration best practices.

Outcome

Successfully retired legacy service platforms and delivered a unified Salesforce service and experience ecosystem. Improved agent efficiency through a consolidated, Lightning-native interface. Established a reusable LWC component library and integration patterns that accelerated subsequent delivery phases.