Client Overview

Location: Shrewsbury, MA , USA

Employees: 23,000

Industry: Medical/Health Care

Solution: Service Cloud, Shield, DocuSign

Go-Live Dates: October 2021

The Ohio Public Employees Retirement System (OPERS) has been providing retirement benefits to Ohio’s public employees since 1935. OPERS serves more than 1 million past and present Ohio workers including state, local, and municipal employees as well as state college and university employees. Its two primary programs are Rehabilitative Services

Challenge

OPERS was built on an application tied to aging servers that needed to be replaced per InfoSec mandates. Commonwealth Medicine made the decision to migrate application functionality to Salesforce to support an enterprise-wide Salesforce roadmap.
OPERS has two primary programs: Rehabilitative Services (RHS) which helps members on disability return to wellness and seek employment, and Disability Review and Recommendation Services (DRARS) which provides benefits and rehabilitation. Both programs have complex support processes and follow-up tasks.
The goal of the project was to migrate core functionality of the existing systems into Salesforce, including:
- Case Management Process
- Document Generation Functionality

Solution

Developed case management solution within Service Cloud
Configured complex support process for the two case types, which included a variety of statuses, sub-statuses, and time-based follow up tasks.
Utilized Heroku syncing functionality for external file storage in AWS
Created an external portal for 3rd party medical examination partners to schedule and track appointments
Set up letter generation functionality via DocuSign
Shield setup and configuration for encryption of HIPAA information

Result

Streamlined the contact management of ~4,000 RHS and DRARS members.
Leveraged Salesforce to manage over 135,000 supplemental documents.
Automated document generation process using mail merge fields within Salesforce.