Client name replaced with PSX for confidentiality.
How Madison Ave Consulting helped a peer support services organization standardize intake in four weeks with Pulse Platform, creating a Salesforce foundation for referral management, recovery support, and scalable behavioral health operations.
Challenge
PSX provides peer support services for individuals navigating behavioral health challenges and substance use disorder (SUD) recovery. Operating within the broader continuum of addiction treatment and substance abuse recovery, the organization needed a more consistent way to manage intake, coordinate referrals, and support ongoing case management.
Before partnering with Madison Ave Consulting, PSX relied on manual processes and disconnected systems. Information lived across Salesforce, Credible, and supporting tools, making it difficult to maintain a clear view of each individual’s journey from referral through intake and into services.
These challenges included:
- Limited real-time visibility into intake volume, referral activity, and case status
- Time-consuming manual intake processes that could not keep pace with growing demand for peer support and recovery services
- Inconsistent workflows across teams and service lines
- Duplicate data entry and fragmented records across operational systems
- Increasing administrative demands that strained teams responsible for coordinating services
PSX needed to launch standardized intake quickly while establishing a foundation for expanded case management, future integrations, and evolving compliance requirements.
Solution
Madison Ave Consulting partnered with PSX to deliver a Pulse Platform Patient Intake Quickstart, followed by a broader implementation designed to support long-term operational growth.
Intake Quickstart: Four Weeks
The initial implementation focused on standardizing intake workflows in Salesforce, giving PSX a consistent process for managing incoming referrals and intake activity.
Built on Pulse Platform, the Quickstart established shared workflows and improved operational visibility, helping teams coordinate intake with less reliance on manual tracking.
A Foundation for Connected Recovery Services
The implementation also established a Salesforce architecture designed to support future phases of case management, integrations, and additional service lines. This approach addressed immediate intake needs while preparing PSX to connect more of its behavioral health and peer support operations over time.
Results
- Intake Launched in Four Weeks: A focused Quickstart enabled PSX to rapidly operationalize standardized intake workflows.
- Centralized Intake Information: Salesforce provided a shared operational foundation for intake and downstream processes, improving data accessibility and reliability.
- Greater Referral and Case Visibility: Leadership gained real-time insight into intake activity, referrals, and case status without relying on manual reporting.
- More Consistent Service Coordination: Standardized workflows reduced variability and improved coordination across teams supporting individuals in recovery.
- Stronger Operational Controls: Automation and governed data structures improved accuracy, auditability, and confidence in reporting.
- A Scalable Behavioral Health Foundation: The architecture positioned PSX to expand peer support and recovery service workflows, introduce future integrations, and accommodate evolving operational needs.