Client
Industry: Healthcare & Human Services
Technology: Salesforce Platform
Solution: AppExchange Managed Package (Plans, Assessments & Forms)
An organisation operating across multiple teams and locations was struggling with fragmented operational workflows spread across spreadsheets, paper forms, and disconnected systems — making it difficult to standardise delivery, track progress, and demonstrate compliance.
Nuage Biztech implemented a configurable Salesforce-based operations platform that unified structured planning, evaluation management, and data collection into a single, no-code environment — enabling teams to work consistently and administrators to evolve the platform without development support..
Challenge
The organization faced several operational challenges that impacted care delivery and compliance.
Fragmented Operational Workflows
Service and project plans were maintained in spreadsheets while evaluations, assessments, and supporting documentation were stored separately — making it impossible to get a complete picture of any piece of work or any individual record in a single place.
Inconsistent Assessment Processes
Questionnaires, reviews, and assessments relied on manual scoring and varied formats across teams, leading to inconsistent results, missed follow-ups, and no reliable way to aggregate or compare outcomes at an organisational level.
Inefficient Data Collection
Data gathered during intake, onboarding, or service delivery had to be re-entered across multiple systems, increasing administrative burden, introducing errors, and delaying the creation of downstream records.
Compliance & Audit Complexity
Version histories, approvals, signatures, assessment outcomes, and supporting documentation were difficult to locate during audits, resulting in lengthy preparation efforts.
The organization needed a scalable solution that could standardize processes while allowing administrators to configure and evolve workflows without ongoing development effort.
Nuage Solution
Nuage implemented a Salesforce-native care operations platform consisting of three integrated modules:
Plans
A template-driven planning solution that enables organizations to standardize goals, activities, milestones, and follow-up actions across any type of plan — whether that is a project delivery plan, service engagement plan, onboarding plan, or compliance remediation plan.
Capabilities included:
- Plan templates and reusable frameworks
- Goal and action management
- Automated task generation
- Plan versioning and audit trails
- Electronic signatures
- PDF document generation
Every plan follows a consistent structure while maintaining a complete history of revisions and approvals.
Assessments
A configurable assessment engine allowing administrators to build questionnaires, screenings, compliance audits, vendor evaluations, employee reviews, and satisfaction surveys — all from a shared, no-code question library.
Capabilities included:
- No-code assessment configuration
- Conditional question logic
- Automated scoring and aggregation
- Risk classification and translation
- Outcome generation
- Automatic updates to Salesforce records
Assessment outcomes are calculated automatically, eliminating manual scoring and improving consistency across teams.
Forms
A dynamic forms framework supporting complex, multi-object data collection workflows — from intake and onboarding to consent, document submission, and operational updates.
Capabilities included:
- Multi-object data capture
- Electronic signature collection
- Document upload
- Record pre-population
- PDF generation
- Automated creation and updating of related Salesforce records
This enabled organizations to replace fragmented, paper-based or portal-driven data entry with a single, validated digital workflow – across any process or object model.
Integrated Care Management Workflow
The real value of the solution came from the integration between all three modules.
End-to-End Care Coordination
- Plans define goals and required actions
- Action items automatically generate Salesforce tasks
- Assessments are completed against assigned tasks
- Assessment outcomes update client risk profiles
- Forms capture supporting data, documents, and signatures in a single validated submission
- All activities remain linked within a single client record
This created a complete digital operations journey from planning to evaluation through plan completion and ongoing service delivery – all in one application.
Results & Impact
Following implementation, the organization achieved significant operational improvements.
Standardized Care Delivery – Consistent plan templates improved alignment across teams and locations, reducing variability in service tracking and delivery.
Smarter Evaluations – Automated scoring and risk classification improved consistency and eliminated manual calculations, enabling faster and more reliable decision-making.
Streamlined Data Collection – Multi-object forms replaced fragmented data intake processes with a single validated workflow, reducing errors and eliminating duplication.
Improved Compliance Readiness – Audit preparation times were significantly reduced through centralized version histories, electronic signatures, evaluation, outcomes, and supporting documentation.
Faster Business Configuration – Administrators can now create new plan types, assessments, and forms without development support, reducing change cycles from weeks to hours.
Key Capabilities Delivered
- Salesforce Operations Management Platform
- Template-Driven Planning
- Configurable Assessment and Evaluation Engine
- Dynamic Forms & Data Collection
- Automated Task Management
- Electronic Signatures
- Audit Trail & Compliance Tracking
- No-Code Administrative Configuration
Outcome
Nuage helped the organization transform operations by replacing disconnected spreadsheets, paper forms, and manual processes with a unified Salesforce platform. The solution improved operational efficiency, strengthened compliance, standardized delivery, and provided a complete view of each client’s journey across the organization.