Service Cloud Omni Channel

Transitioning to a Fully-automated Salesforce Solution Helped OrthoFi Deliver More Smiles

company overview
  • OrthoFi is a pioneering software solution revolutionizing orthodontic practices, driving growth, and simplifying financial operations
  • They help streamline the patient onboarding process, creating an optimized orthodontic experience from start to finish
  • OrthoFi aids in streamlining financial processes, handling insurance and collections, ensuring orthodontic practices operate smoothly and thrive
Location
Denver, CO
Industry
IT Services and IT Consulting
Employees
201-500
Working with SPAR since
OrthoFi
SPAR  by Numbers

1000

+

Completed Projects

15

Yrs

In the Industry

140

+

Metric 3

$100

m

Metric 3
1000
+
Completed Projects
20
+
Years in Business
6
+
Year Average Client Partnership
100
+
Technologies Supported

What’s a Rich Text element?

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Static and dynamic content editing

A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!

How to customize formatting for each rich text

Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.

challenges
  • Manually routing high volumes of requests for verification of healthcare benefits and claims was tedious
  • OrthoFi experienced significant delays in resolving queries and confirming benefits
  • No self-service options were available for the providers or patients
solutions
  • Implemented Service Cloud Omni Channel routing for the requests
  • A custom unified agent desktop solution was designed to surface data and context-driven actions
  • Deployed Chat and Experience Cloud to support self-service for simple requests
results

OrthoFi was able to save hours of manual processing, reduced the resolution times, and deflected over 10% of support requests.

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