We already have Service Cloud. Why does routing still hurt?

Licenses are not architecture. Most hurting orgs route everything to one queue and let humans cherry-pick. Real Omni-Channel design means modeling work types, presence, capacity, and fallback, and then proving it holds during a spike. That design work is what we do.

Can you route things that are not Cases?

Yes. Omni-Channel routes custom objects too. We have routed patient messages as their own object alongside voice, chat, and SMS, each with its own rules and sizing.

Does this work for healthcare teams?

It is where we do our deepest work. Patient-facing routing, HIPAA-conscious logging, and clinical handoffs are the care operations pillar of the practice, built to HIPAA-compliant standards under a BAA.

Care Operations

Every case routed, owned, and resolved

Omni-Channel routing, contact center integration, entitlements, and the supervisor views that make service operations run themselves.

Book the Salesforce + AI Audit See the work

Voice, chat, SMS and email routing into one agent case queue

What we build

Service operations, end to end

Omni-Channel routing

Queue-based and direct-to-agent routing with presence, capacity weighting, and multi-tier fallback, so work reaches the right person even when volume spikes or an agent goes offline.

Contact center integration

Voice wired into Salesforce (Amazon Connect and CTI platforms): caller matched to the record, screen pop on answer, the call logged where the case lives.

Entitlements & milestones

Service levels the system enforces: response clocks, escalation paths, and the reporting to prove you hit them.

Supervisor visibility

Omni Supervisor configured for team leads, plus the presence and availability analytics that turn staffing from a guess into a schedule.

Proof

Service operations we built and still stand behind

Every number here is from our client work. References available in review.

100,000+

Patient messages on a chat we built where their clinical data already lived

A national surgical-recovery care program was paying a separate patient-messaging vendor that knew nothing about their patients. We advised against buying another point solution and built the messaging into Salesforce instead: nurses and patients talking in the same place the clinical record lives, with years of message history brought across so nothing was lost in the move. Spanish-speaking patients read Spanish while nurses type English, without hiring a translator. Every look at a patient record is logged, so compliance always has an answer. Five years on it carries 100,000+ patient messages and has supported 15,314 surgeries.

Every morning

A daily census the whole business can trust

A multi-facility behavioral-health center ran on one number (today's census) and it broke every time an admit or discharge date moved, which is constantly. We rebuilt it to recalculate itself through every real-world case: early admits, late admits, discharges, exclusions, transfers between facilities. It is right every morning without anyone rebuilding a spreadsheet, and we handed their team the documentation to own it. Around it we built the admissions funnel itself, from first assessment through benefits check to the operations handoff.

From the care operations lane

How we think about this work

Architecture8 min read

We Built Real-Time Patient Chat Inside Salesforce with Platform Events (Instead of Buying Another Vendor Tool)

Why we built patient chat inside Salesforce instead of buying another messaging vendor: 100,000+ patient messages, where the clinical record already lives.

Service + case operationsRead →

Architecture9 min read

AdvancedMD Salesforce Integration on Platform Events

How a production AdvancedMD-Salesforce integration keeps both systems in step in real time: intake staff enter a patient once, duplicates never happen.

Service + case operationsRead →

Security9 min read

Who Viewed This Patient Record? A HIPAA-Style Access Audit Trail with One Platform Event and One LWC

When compliance asks who opened a patient record in Salesforce, have an answer: how we log every view, what it actually covers, and the honest limits.

Service + case operationsRead →

How engagements run: the audit (discovery and scope) → the build → then either we run it with you as ongoing ownership, or we hand it off to your team, documented.

Common questions

Routing and service ops questions

We already have Service Cloud. Why does routing still hurt?: Licenses are not architecture. Most hurting orgs route everything to one queue and let humans cherry-pick. Real Omni-Channel design means modeling work types, presence, capacity, and fallback, and then proving it holds during a spike. That design work is what we do.
Can you route things that are not Cases?: Yes. Omni-Channel routes custom objects too. We have routed patient messages as their own object alongside voice, chat, and SMS, each with its own rules and sizing.
Does this work for healthcare teams?: It is where we do our deepest work. Patient-facing routing, HIPAA-conscious logging, and clinical handoffs are the care operations pillar of the practice, built to HIPAA-compliant standards under a BAA.

The Salesforce + AI Audit

Find out where cases fall through, and what to do about it.

Book the Salesforce + AI Audit

You leave with
A routing and service-ops health read
Where work falls through today, and the cost
A prioritized roadmap with a fixed quote