Help at Home runs one of the largest home care operations in the country, and their Care Coordination work depends on reporting that can keep pace with complex, sensitive data. They needed a specialized Salesforce CRM Analytics expert to lead report development inside their Gator system and to train the internal reporting team so the capability would last. Madison Ave provided that technical leadership and built a foundation the team can carry forward.
The Challenge
Help at Home required a specialized expert in Salesforce CRM Analytics (formerly Tableau CRM) to lead report development within their Gator system and to provide critical training for their internal reporting team. The initiative, centered on Care Coordination, demanded a high level of technical expertise to handle complex data structures and functional requirements.
The Solution
Madison Ave deployed a Senior Data Engineer and Certified CRM Analytics expert to serve as the Subject Matter Expert for the initiative. With over 20 years of data engineering experience and a deep background in healthcare analytics, our consultant provided the technical leadership needed to navigate a complex data environment and align it with the way the business actually runs.
Key Contributions and Implementation
Leveraging the power of Salesforce CRM Analytics, our team executed a comprehensive technical strategy:
- Architecture and design. Documented and constructed a secure dashboard architecture tailored to different user personas and data sensitivity levels.
- End-to-end ETL. Developed advanced data flows, datasets, recipes, and lenses, integrating data from local Salesforce environments and external connectors.
- Advanced visualization. Employed complex SAQL, SOQL, and Salesforce APIs to create intuitive dashboards that supported data commonality and reuse across lines of business.
- Cross-functional collaboration. Worked directly with the Salesforce Architecture and Reporting and Analytics teams to align functional requirements with technical execution.
- Knowledge transfer. Provided hands-on technical guidance to the development team, ensuring the sustainability of the implemented solutions.
The Business Impact
- Strategic continuity. Because of the success and complexity of the initial phase, the engagement was extended multiple times, providing consistent full-time support through March 2024.
- Operational efficiency. High-resolution dashboards allowed for more accurate tracking of project objectives and timelines within the Care Coordination project.
- Enhanced capability. By promoting data reuse and documenting technical designs, the project built a foundation for scalable analytics the Help at Home team can leverage long-term.
Why It Worked
Analytics at this depth is not a staffing problem, it is an expertise problem. Madison Ave put a senior, certified CRM Analytics engineer at the center of the work, someone who could design a secure architecture, build the full data pipeline, and still sit shoulder-to-shoulder with the internal team to transfer the skills. That combination is what turned a single complex phase into a multi-extension partnership and a reporting capability Help at Home now owns.