Introduction

Hedera Dx provides advanced genomic diagnostics to improve cancer care across Europe. As their operations scaled, so did the need for faster support response, better communication, and simplified processes.

Support requests were coming in through scattered emails, making it hard to track, prioritize, or follow up. Internal teams had no easy way to manage cases or ensure the right people were informed at the right time.

Hedera Dx partnered with CloudPrism to fix this by setting up a structured, automated case process inside Salesforce designed to remove manual effort and improve response time across the board.

The Challenge

Hedera Dx faced two recurring issues in their case management process:

• Unstructured case creation
  Support requests came in through scattered emails. There was no centralized form or system to ensure complete, consistent data capture at the time of submission.

• Manual notifications based on case type
  Once a case was created, support agents had to manually decide who needed to be informed, depending on whether it was a technical, billing, or shipping issue. This introduced delays and increased the risk of missed communication.

These gaps made the process inefficient. Delays in follow-up and lack of visibility started affecting both internal response time and customer experience.

The Solution

CloudPrism used native Salesforce tools to build a lightweight, reliable support workflow that automated what was previously manual.

1. Case-based email automation

CloudPrism configured record-triggered flows that automatically send email alerts based on the selected case reason.

• Predefined email templates were created for each case category (technical, billing, shipping, etc.)
• When a case is submitted, Salesforce checks the case reason and triggers the appropriate email notification
• The email contains structured, relevant information for the respective team or stakeholder

This ensures that every issue is routed to the right person immediately, without relying on manual follow-ups or internal coordination.

2. Structured case creation through Web-to-Case

To eliminate scattered inputs and inconsistent case logging, CloudPrism implemented Salesforce's Web-to-Case feature.

• A simple, public-facing case form was created for both customers and internal users
• Submissions feed directly into Salesforce, pre-tagged with relevant details
• The form ensures consistent data capture and helps support teams avoid missing context

Now, support requests are logged in a standard format, with all necessary data available from the start.

What Changed

Key improvements achieved:

• Case submissions are faster and follow a consistent structure
• Notifications are triggered automatically, reducing manual coordination
• Each case is logged with complete context, improving first-response quality
• Teams spend less time managing requests and more time resolving them

The new setup removed the guesswork and manual effort that previously slowed support down.

Why It Worked

CloudPrism focused on the operational gaps. Not on adding features, but on removing blockers.

• Case submissions were standardized
• Notifications were tied directly to the issue type
• Every request became traceable from start to resolution

The solution fit into Hedera Dx's existing workflows without adding complexity. It removed manual steps, improved response time, and gave teams the clarity they needed to act faster.

It worked because it was precise, purposeful, and built around how support actually functions day to day.

What Powered It

The solution was built using Salesforce tools designed for healthcare support operations:

• Salesforce Flows to automate email sending based on case reason
• Prebuilt Email Templates to ensure accurate, consistent communication
• Web-to-Case for fast, structured case creation
• Centralized data storage and tracking inside Salesforce
• Smart use of standard features configured to solve Hedera Dx's exact use case

What Made the Difference

• Every support request now enters through a structured form built by CloudPrism
• Email alerts are triggered instantly, without any manual coordination
• Nothing slips through, because every step runs on logic, not memory

CloudPrism didn't just configure Salesforce. We designed a system that simplified support, improved response times, and gave the team full control over every case.

If your current setup still depends on scattered emails and manual handoffs, CloudPrism can help you fix that with a system that actually works. Let's connect.