Some companies grow faster than the systems holding them together. Attentive Care, a growing provider of home and community-based healthcare services, faced operational friction from disconnected tools that threatened its ability to scale. To modernize intake and care delivery across its sister entities, Madison Ave led a phased migration from fragmented systems to Pulse, a healthcare-focused platform natively built on Salesforce. The implementation centralized patient data, automated document generation, and established a scalable operational foundation for long-term growth.
The Challenge
Before partnering with Madison Ave, Attentive Care relied on a fragmented mix of monday.com boards, Bolt-based intake workflows, spreadsheets, and manual Adobe document processes. Operational data was spread across disparate systems, restricting leadership’s visibility into referral processing, intake statuses, and service coordination performance.
This setup created significant operational friction and risk. Critical operational safeguards, such as verifying required documentation before marking tasks complete, could not be reliably enforced. Manual workflows increased user burden, disconnected document processing created duplicate efforts, and compiling management reporting required manual data extraction. As Attentive Care expanded alongside sister organization Abode, these limitations made scaling increasingly complex.
The Approach
Madison Ave executed a structured, phased migration to replace disconnected legacy tools with a single process-driven platform on Salesforce.
- Architecture and Multi-Entity Design. Deployed a unified Salesforce environment housing two separate applications for Attentive and Abode. Designed a role-based sharing model utilizing department fields and criteria-based sharing rules to ensure data segmentation between entities while allowing shared patient records when appropriate.
- Intake Workflow Rebuild. Replaced the legacy Bolt intake workflow with structured, automated Salesforce processes for intake reps and administrative users. Integrated automated tracking for patients, referrals, relationships, and intake actions.
- Embedded Document Generation. Integrated PDF Butler directly into Salesforce workflows to automate document generation, tracking, and email distribution via dynamic templates, eliminating separate manual document steps.
- Data Migration Strategy. Mapped, cleansed, and deduplicated active and historical patient records, contacts, and referral data from legacy systems to establish a single source of truth.
Key Success Metrics
- 20 Users Onboarded in Phase 1. Supported 15 intake users and 5 administrative users across Attentive and Abode on a single shared platform.
- Multiple Legacy Systems Consolidated. Replaced legacy Bolt workflows and disconnected spreadsheets with a unified operational environment on Salesforce.
- 10 Document Templates Automated. Embedded document generation via PDF Butler directly into operational action steps, eliminating disconnected manual PDF workflows.
- 1 Shared Architecture. Successfully segmented multi-organizational operations for two sister entities while maintaining appropriate visibility into shared patient records.
Why It Worked
Madison Ave recognized that scaling a healthcare operations model requires moving away from platforms that rely on manual user oversight toward structured, rules-driven workflow enforcement. Rather than treating the initiative as a simple software migration, Madison Ave aligned Salesforce’s capabilities with the regulatory and operational realities of intake and care coordination. By embedding document management and data governance directly into daily user workflows, the platform enforces compliance automatically while providing leadership with real-time operational transparency.