The Company
MK Partners has been California’s top #1 Salesforce consultant for over 14 years. They’ve helped thousands of organizations, agencies, and businesses realize the full potential of the Salesforce platform — all while leading the nation in customer satisfaction.
MK Partners offers Salesforce implementation, customization, and development services. They have completed over 2,200 projects for over 1,100 clients. Their goal is to ensure their clients get the system they were sold, drive adoption and understanding and realize the total ROI of their tech investment.
The Challenge
A complicated flow and an error no one could find
MK Partners’ clients typically have needs that are more than just out of the box. These companies use more advanced Salesforce features and often have multiple integrations, custom screens, and various managed packages installed.
The particular client in this case study (a doctor’s office facility) had a Salesforce Health Cloud and SMS integration for appointment scheduling. They had a complex system for appointment reminders consisting of emails and texts that went out to patients. Some reminders were day-of reminders, and others gave particular instructions on food and fluid intake before the appointment. Essentially, there was a long decision tree that had to occur based on the type of appointment.
MK Partners set this all up and tested it internally many times. But, upon going live, some patients said they did not receive their critical text messages. So, MK Partners went back to the drawing board, tweaked the integration and retested. The functionality worked, yet some patients still did not receive the texts.
Vital information goes missing
MK Partners was stumped and looked to Salesforce Support for help. Salesforce Support spent a month and a half looking into the issue, testing the functionality and told MK Partners that the integration worked and, yet patients were still not getting the reminders. No one could figure out why this was happening.
"Pharos gave us more information than the typical error emails from Salesforce. It categorized the error and gave us a better, more detailed view of what was happening." -- Matt Kaufman, CEO of MK Partners
The Results
The appointment reminder functionality was critical to this business as they relied on it for patients to show up. As a result, no-shows resulted in significant revenue loss. With Pharos, they quickly identified the error that was causing a breakdown in their appointment reminder system, thereby mitigating the risk of lost revenue from missed appointments.
Without Pharos, the client could have incurred costs of up to $1,600 with developers having to sift through logs.
MK Partners believes long-term adoption of Pharos will not only help troubleshoot errors but also proactively catch errors before they impact the client’s org; a win-win for everyone.