Agents were juggling multiple systems and data sources during each call, which slowed response times and made it harder to personalize interactions. Leadership knew transformation was needed but lacked a clear vision of how Salesforce could serve as the backbone for a smarter call center. The challenge was to define that vision, demonstrate its value, and design an integrated solution that would scale across the enterprise.
AccessNet: Salesforce Integrated Call Center
The Challenge
Design Approach
The design focused on simplifying the agent experience while keeping patients at the center:
Front Desk Dashboard
A homepage showing schedules, appointment capacity, open cases, and real-time metrics.
Patient Overview Screen
A consolidated patient profile with key identifiers, recent encounters, open referrals, and quick actions.
Access Specialist Dashboard
A role-based view highlighting productivity metrics, case performance, sentiment scores, and task adherence.
Service Blueprints
Illustrated how AccessNet’s tools and workflows connected across Northwell’s systems, ensuring alignment between technology, people, and processes.
