Context
Everyday Miracles is a nonprofit organization dedicated to improving birth outcomes and reducing health disparities by providing evidence-based education, compassionate support, and resources to birthing families. Their team manages many client communications and outreach programs requiring significant coordination as well as documentation.
Since all healthcare organizations are required to adhere to numerous regulations and have the obligation to document and track client communications, this is important in maintaining both effective operations and regulatory compliance. For a nonprofit with limited resources, enhancing communication workflows allows staff to use their time more effectively while strengthening the organization’s compliance posture.
Problem
The communication at Everyday Miracles involves employees using manual processes for monitoring and tracking their respective communications with clients, which led to operational issues and transparency gaps. Employees were using their email inboxes and sticky notes to keep track of their individual communications outside Salesforce.
Due to this lack of centralization, when employees leave work due to unavailability/out-of-office or changes in role assignments, it negatively impacted the ongoing client communication. There did not exist a centralized system where employee communications could be monitored in real-time.
Some of the main problems faced by Everyday Miracles include:
- Tracking of all email correspondence manually via the use of personal inboxes and sticky notes
- Inability to determine if emails were delivered correctly to clients
- No way to monitor hard bounces, soft bounces, or delivery errors
- Difficult managing client outreach when employees are unavailable.
- Unable to identify which employee is responsible for a particular piece of correspondence.
- Limited documentation for regulatory purposes related to health communication
- Time spent on tracking manual records as opposed to providing care to clients
Solution
Everyday Miracles implemented Cloud Maven, Inc’s Secure Email solution that is integrated into Salesforce to automate the entire email communication workflow. Automated tracking of emails as well as real time confirmation regarding delivery status were made available by the system. It also maintained a record of all client correspondence via a comprehensive audit trail. Email tracking became automatic rather than manual, eliminating the need for sticky notes and disconnected personal email systems.
What was once a non-unified process requiring manual tracking has now become a single source system. The solution enabled the team to receive instant notifications when the recipient opens or views their email. The entire communication history and outcomes can be viewed by anyone on the team within Salesforce.
Implementation
Cloud Maven collaborated with Everyday Miracles to implement the Secure Email Solution within their existing Salesforce Environment. This was an effort to allow for a minimum disruption to their day-to-day operations and provide them with the ability to immediately begin adopting automated tracking. The team received immediate access to all-inclusive team informatics and automated email management capabilities, allowing staff to focus on client care rather than administrative tracking.
Results
The new secure email system completely changed how Everyday Miracles was able to handle all client communications from a disconnected, manual way into a fully automated workflow with total visibility and compliance documentation.
Some key results were:
- Elimination of manual tracking processes, replacing sticky notes with automated system monitoring
- Instant feedback regarding email delivery status, bounce notifications, and errors
- Team visibility and accountability through tracking of communication history
- Ability to identify and correct delivery issues in real-time, improving client outreach effectiveness
- Administrative duties formerly done manually now completed automatically, resulting in increased productivity
- Secure HIPAA compliant secure email communication providing peace of mind
- Seamless continuity of client communications, even during vacation time or role changes.
The secure email has saved us in terms of productivity and the amount of things we can track now that are automatic, as well as the immediate feedback from sending emails.
Everyday Miracles
