“This project let us prove that Salesforce FSL can be a game-changer for home healthcare.”
— Mitch Ebin, CEO, Madison Ave Consulting
PCX is a NYC home care agency serving South Asian communities. They secured a contract with a major health insurance company to conduct in-home patient eligibility assessment surveys. Previously managing hundreds of weekly assessments across NYC’s five boroughs on spreadsheets, they now run the operation on mobile devices with AI-powered scheduling and dispatch. (PCX is a pseudonym to protect agency privacy.)
Why Now
When PCX secured a new contract with a major insurance firm requiring them to conduct in-home patient eligibility surveys, it marked an expansion from their core home care services. Their existing spreadsheet-based system couldn’t handle hundreds of weekly assessments. They needed a solution that could verify assessor presence on site and optimize scheduling across the five boroughs.
The Eureka Moment
When PCX first approached Salesforce directly, they were steered toward Salesforce Scheduler and Maps, a solution that wouldn’t meet their needs. Madison Ave’s expertise proved crucial when we identified the misalignment and redirected the client to Field Service Lightning. This moment highlighted the importance of domain expertise in Salesforce consulting: FSL’s AI-driven optimization and mobile capabilities were exactly what PCX needed for their assessment program.
The Red Moment
As we were about to go live, a new requirement emerged from the insurance company: the geolocation stamping feature required for insurance compliance wasn’t properly implemented. The issue stemmed from a hidden limitation that surfaced under the tight timeline. We implemented verifiable geo-stamping of patient surveys, ensuring hassle-free compliance for PCX staff carrying out the assessments.
The Moment of Trust
The successful implementation led to continued business, validating PCX’s expansion into assessment services. The work attracted attention from other healthcare providers. The engagement demonstrated how FSL could be adapted beyond traditional field service uses into healthcare, opening new opportunities for both PCX and Madison Ave in the healthcare sector.
Madison Ave’s work on our FSL implementation proved them to be exceptional partners. When other experts, including Salesforce itself, recommended the wrong solution, Mitch Ebin and his team’s deep product knowledge led us to Field Service Lightning, a creative application that proved perfect for our healthcare assessment needs. The team, particularly FSL expert Ron Anthony, demonstrated remarkable agility by implementing a complex solution in just six weeks. Their persistence was evident as they worked through challenges, particularly in optimizing the mobile app’s geolocation features crucial for insurance compliance. They weren’t just fast. They were thorough in ways that mattered, building a solution that helped us secure and expand an important new line of business.
Founder and CEO, PCX