Healthcare
Referral tracking moved off spreadsheets and into Service Cloud
Referral triage now happens in a single queue with visible timers. Nothing sits in an inbox, and the weekly report goes to the clinical lead automatically.
90%Faster referral triage
0Referrals lost to inbox
6 wksTo go-live
What was not working
Referrals arrived by fax, email and phone into a shared inbox. Nobody could say how many were open, how long triage took, or which had been missed — and two had been.
What we did
- Mapped the referral journey with the clinical admin team over three days.
- Modelled referrals as Service Cloud cases with an explicit stage model and SLA timers.
- Automated intake from the shared inbox with routing by speciality and urgency.
- Built a triage queue view per speciality and a weekly missed-SLA report.
Where it landed
Referral triage now happens in a single queue with visible timers. Nothing sits in an inbox, and the weekly report goes to the clinical lead automatically.
“We stopped arguing about whether a referral had been actioned, because the answer is on the screen.”