About the client
Our client is a global leader in medical technology, manufacturing connected medical devices including insulin pumps and continuous glucose monitors (CGMs) used by insulin-dependent diabetic patients worldwide. Supporting these devices requires a case management operation built for reliability, speed, and regulatory rigor, since every case can directly affect a patient’s health and safety.
Client challenges
Our Client’s patient service and product complaint operations ran on a legacy SAP CRM case management system that was being retired, leaving the organization without a long-term platform for one of its most safety-critical functions.
As the team began planning a replacement, several risks stood out:
- An unsustainable legacy platform: The existing SAP CRM case management system was scheduled for retirement, leaving no scalable, OOTB-driven foundation for managing patient service requests and product complaints going forward.
- Pressure on delivery timelines: Prior projects had run into recurring “end-of-year” delivery delays, creating risk that a new platform wouldn’t be production-ready when needed.
- Zero tolerance for downtime on life-critical devices: Insulin pumps and CGMs are life-critical, so any gap in 24/7 support, or delay in resolution time, could directly affect patient trust and safety.
- Fragmented systems across the support journey: Patient interactions touched multiple systems, including Five9 for contact center routing, Observe.AI for AI-assisted call handling, and SAP for order, asset, and warranty data, with no unified, bi-directional sync between them.
- Manual, fragmented agent experience: Without a single console pulling together order history, case history, and device information, agents lacked the context to resolve patient issues quickly and accurately.
- Heavy customization increased compliance and long-term maintenance risk: Meeting requirements such as FDA Part 11 had historically relied on heavy customization rather than native, OOTB platform capabilities, adding risk and long-term maintenance overhead.
These challenges made it clear that our client needed more than a like-for-like migration. It needed a scalable, compliance-ready case management platform purpose-built for patient safety.
Solution
LevelShift implemented a Salesforce Service Cloud case management platform for our client, built around a single principle: prioritize native, out-of-the-box Salesforce capability over custom development, so the platform stays fast to deploy, easy to maintain, and ready for what comes next.
The engagement began with a structured discovery phase to understand our client’s existing SAP CRM case workflows, contact center operations, and integration landscape across Five9, Observe.AI, and SAP. From there, LevelShift implemented the solution around four connected pillars.
Pillar 1: Unified Case Management on Service Cloud
End-to-end case configuration
LevelShift configured Salesforce Service Cloud to support our client’s full case lifecycle, from creation through resolution, replacing the retiring SAP CRM system with a scalable, OOTB-driven platform for patient service requests and product complaints.
A 360° Agent Service Console
Agents were equipped with a unified Service Console combining order details, case history, asset details, and knowledge articles with integrated decision-support tools, giving them everything needed to resolve a patient issue without leaving the console.
Guided, dynamic case workflows
LevelShift designed dynamic page layouts and forms across multiple case record types, with conditional field visibility and a guided flow that walks agents through multi-issue, multi-product cases, plus parent/child case handling so one incident could span multiple affected devices.
Automated routing and lifecycle management
Case and task routing was automated through Omni-Channel based on product type, issue category, and region, with SLA-based escalation rules and batch automation for closing resolved cases, reducing manual handling at every stage.
Pillar 2: Connected Contact Center Experience
AI-assisted, skills-based call handling
Incoming patient calls are managed through Five9 and Observe.AI, with an AI agent handling initial triage and live transcription before transitioning to a human agent when needed, and Five9 routing the call to the right specialist through skill-based routing.
Real-time context for every agent
As a call connects, the Agent Service Console surfaces the patient’s 360° profile, device information, and prior case history, while Observe.AI provides real-time guidance, so agents start every conversation with full context.
Pillar 3: Real-Time SAP and SmartSolve Integration
Bi-directional data sync
LevelShift built real-time, bi-directional synchronization between Salesforce and SAP ECC for case, asset, and order data, alongside real-time sync for RMA sales order status, so agents could pull shipment and warranty details from SAP without leaving Service Cloud.
Resilient error handling
API errors were routed to a dedicated custom object rather than blocking case progress, and a manual SVN creation path was built as a fallback, keeping case resolution moving even when an integration call failed.
SmartSolve connectivity for complaints
Case records and GFE data were synchronized with SmartSolve, ensuring resolution updates were reflected back in our client’s complaints system to maintain a single, auditable record per case.
Pillar 4: Governance, Compliance, and Scalability by Design
Compliance embedded from the start
HIPAA and FDA Part 11 requirements were built into the architecture and workflows from day one, using Salesforce’s native compliance capabilities rather than custom development.
Disciplined data governance
LevelShift minimized object proliferation by leveraging global picklists and record types for consistency, with naming conventions strictly enforced across the platform to keep the data model clean as it scales.
Security and access architecture
Roles, profiles, permission sets, and Single Sign-On were configured to ensure the right access for the right users, with field tracking enabled on cases and related objects for full audit history.
Built for what’s next
The architecture was designed to support future change with minimal rework, including the ability to swap in new contact center technology, add multi-channel case routing, or extend multilingual support without re-architecting the platform.
This four-pillar approach replaced a retiring, fragmented case management system with a governed, scalable platform that balances rapid OOTB deployment with the compliance rigor that life-critical medical devices demand.
Benefits
The implementation reshaped how our client’s support organization manages patient cases and product complaints:
- Replaced a retiring SAP CRM case management system with a scalable Salesforce Service Cloud platform
- Provided agents with a unified 360° view of patient, device, order, asset, and case history
- Enabled real-time Salesforce SAP synchronization for case, asset, order, and RMA data
- Reduced manual lookups and fragmented handoffs across support systems
- Automated case routing, escalation, and closure to improve agent efficiency
- Embedded HIPAA and FDA Part 11 readiness using Salesforce native platform capabilities
- Created a modular architecture to support future contact center, multi-channel, and multilingual expansion