Healthcare Operations Transformation

A comprehensive migration and systems overhaul for a healthcare provider, replacing Salesforce with a custom SmartSuite ecosystem to streamline workflows, improve attribution visibility, and support operational reporting across a large distributed organization.

Executive summary

Project context at a glance.

Platform stack

SmartSuite, Make, Google Workspace, Custom Code

Systems replaced

Salesforce, Manual Spreadsheets

Client

National Healthcare Operations & Care Management

Industry

Healthcare Services

Company size

Enterprise

Primary platform

SmartSuite

Engagement

System ImplementationOperations SystemReporting / DashboardsBusiness Transformation

Results

What changed after the implementation went live.

Skim the outcomes quickly, then expand the item you want to inspect in more detail.

More than 10,000 legacy records were cleaned and standardized to improve data quality and reduce manual reconciliation.

Implementation review

Challenge

As a multi-location healthcare organization grew, its legacy systems could no longer support the level of reporting and operational visibility the team needed. Core workflows lacked the underlying structure to reliably connect field activity with downstream business outcomes, limiting leadership’s ability to measure performance with confidence.

Historical data quality issues also made reporting more difficult. Duplicate records, inconsistent identifiers, and fragmented legacy data prevented the organization from building the kind of closed-loop visibility needed for more accurate analysis and decision-making.

Implementation review

Solution

The organization moved to a more unified operational platform to centralize reporting, field activity, and relationship tracking. To close long-standing visibility gaps, the team implemented data matching logic, standardized legacy records, and improved how information connected across systems.

The solution also included role-based mobile workflows that made it easier for field teams to log activity in a more structured way. By replacing static spreadsheets with a more connected system, leadership gained better visibility into field performance and broader operational trends.

Implementation review

Results

The transformation improved operations and created a stronger foundation for growth. Data cleansing and standardization improved the quality of a large volume of records, enabling more reliable matching across historical activity and provider-related workflows. Streamlined mobile workflows reduced manual data entry for field teams and supported stronger adoption of the updated system. By replacing static spreadsheets with more dynamic workflows, leadership gained better visibility into field productivity and location-level performance.

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