Anchor Health: Enterprise Case Management
Services engagement
Contact-center work at enterprise scale lives or dies by case management. Anchor Health needed their reps, nearly 200 of them across a distributed service organization, to respond to calls and route tickets through a single consistent workflow. Pulse Professional Services (formerly Madison Ave Consulting) built it on the Salesforce platform.
What We Delivered
An enterprise case management implementation covering the full rep workflow: inbound case intake, department-specific routing, SLA tracking, and response logging. The build supports nearly 200 reps operating across the service organization, with the same operational model, department workflows, and outcomes you’d expect from a native Service Cloud Cases deployment.
The Scale
- Nearly 200 reps handling inbound calls and ticket routing daily
- Distributed service organization across multiple departments and functions
- Consistent case routing regardless of rep location or department
The Outcome
Scaled case routing and response for a large, distributed contact-center operation. Reps work in one consistent workflow. Managers get reporting on case flow, response time, and SLA compliance without having to stitch data together across tools.