Introduction

Equiti Health was formed through the merger of Cloudbreak Health and Voyce Global, both leading names in healthcare language access services. While the merger expanded their service offerings, it also exposed critical operational gaps. Systems were fragmented, customer data was scattered, and workflows lacked consistency.

CloudPrism partnered with Equiti Health to build a unified Salesforce setup that could support the newly merged organization. The goal was simple—consolidate data, standardize processes, and make the system work for everyone involved.

The Challenge

Merging two companies comes with complexity. In this case, the challenges were immediate and pressing:

• Multiple Salesforce environments with overlapping customer and order data
• Different ways of managing orders, shipments, and support across teams
• No single view into customer interactions or service progress
• Gaps in tracking implementation milestones for new clients
• High growth targets but outdated workflows slowing things down

Without a consolidated system, Equiti couldn't scale efficiently or deliver a consistent experience across their customer base.

The Solution

CloudPrism worked closely with internal teams to build a streamlined Salesforce setup. Everything was designed to support Equiti's real-world processes—not just check technical boxes.

1. One System for All Orders

• Migrated and merged historical data from both companies into a single Salesforce environment
• Introduced structured order workflows that matched how the team operates
• Built in approval checkpoints to avoid delays and confusion
• Ensured data quality through validations and process controls

The result: A reliable, end-to-end order management system that works across teams, products, and legacy systems.

2. Automating What Matters

• Orders now move through stages automatically based on predefined conditions
• Related service tickets are generated automatically when key order events occur
• Manual steps are replaced with guided processes that reduce errors and save time

The system now runs in the background, helping the team focus on execution instead of micromanagement.

3. A Better Way to Handle Shipments

• Created a simplified interface for entering and updating shipping details
• Shipping addresses are automatically pulled from verified customer records
• Real-time validation ensures accuracy and avoids delivery issues

Regardless of which product line a customer belongs to, shipping data is now consistent and reliable.

4. Smarter Customer Support and Onboarding

• Defined a single lifecycle for handling service requests—from new to closed
• Built-in automation keeps both customers and internal teams informed
• Enhanced the system to track onboarding and implementation progress directly inside each case
• Created dedicated fields to capture project-specific details and go-live status

Support teams now work with clarity, and onboarding is no longer a black box.

The Impact

Once the new Salesforce setup went live, the difference was clear across the board:

Key outcomes achieved:

• Orders processed faster with fewer delays
• Shipments handled more accurately
• Service cases became easier to track and resolve
• New customer onboarding became a structured, visible process
• Teams stopped relying on spreadsheets and emails to fill the gaps
• Leadership got real-time insights into operations without chasing updates

The system started working for the people—not the other way around.

Why It Worked

CloudPrism didn't treat this as a technical migration. We treated it like a business transformation.

The goal wasn't to reinvent Equiti's workflows—it was to make them stronger, clearer, and easier to manage at scale.

• We aligned Salesforce with how sales, support, and operations already functioned
• We replaced manual coordination with automated, rules-driven execution
• We filled critical process gaps without disrupting what was working

That approach made adoption natural. Teams didn't have to be trained on an entirely new way of working—they simply found their existing process running more smoothly inside Salesforce.

Because CloudPrism built with the business in mind, not just the platform.

What Changed the Game

We focused on the friction points, the areas that slowed down service, confused users, or led to errors. Then we fixed them with clean workflows and structured processes.

• Orders now move forward automatically
• Shipments no longer need cross-checking
• Support teams don't need to dig for information
• Managers can see everything live, without waiting on updates

That shift made all the difference.

If your CRM still feels like extra work, let's talk about what's not working and how to fix it.

What Powered It

The transformation was built using Salesforce tools designed for scale, clarity, and execution:

• Salesforce Flows for automating multi-step logic across orders, shipments, and cases
• Process Builders for handling simple task routing and notifications
• Apex code for advanced logic and back-end integration
• Lightning Web Components for intuitive, responsive user interfaces
• Standard and custom validation rules to maintain data accuracy
• Multi-step approval processes to support complex internal reviews
• Email templates and alerts for real-time customer and internal communication
• Unified dashboards for tracking service metrics, order status, and open issues across teams

Each piece was selected not for complexity but for clarity, control, and ease of use.

What Made the Difference

CloudPrism rebuilt the system around how Equiti teams actually work.

• Orders, shipments, and support requests now follow a defined process from start to finish
• No more jumping between tools or chasing updates—everything happens inside Salesforce
• Managers can track progress in real time without relying on manual reports

The result: faster execution, fewer errors, and better coordination across teams.

If your CRM isn't supporting your operations end-to-end, the problem isn't effort—it's structure. And it can be fixed.

Struggling with scattered workflows or slow processes? Let's talk about what's holding your system back.