Adversity makes us stronger, in so many ways!  Over the past several weeks, like many of you, I’ve sent many emails reaching out to friends and clients checking in “during these crazy times”.  While most of us in the technology industry are all comfortable working from home, there are many people in our community who are on the front lines in different ways.  One such organization is St. Francis Healthcare System.  I’m so proud to say that they are a long time client of Pacific Point and we never cease to be amazed by their commitment to serve Hawaii’s community.

St.Francis Healthcare has a range of services for seniors in our community, and as we are learning, seniors are more susceptible to COVID-19.  Moreover with the #StayHome orders in place, these seniors are in need of nutritious meals while still maintaining social distancing to keep them safe. As a result, many organizations and individuals are rallying together for the #ShowAlohaChallenge to deliver healthy and delicious meals to seniors in need.

Mayor Kirk Caldwell says “It’s amazing to see how rapidly organizations have mobilized to serve seniors, who we want to be able to stay home and stay healthy.”.

“Rapid” is certainly an accurate description!  Our team had just a few days to design, develop and implement updates to St. Francis Healthcare’s Salesforce solution to enable this amazing program, thanks to some of our past foundational work and the power of Salesforce.  The solution enables calls to be tracked by St. Francis Healthcare System’s call center using Salesforce Heath Cloud.  All requests meeting the criteria for free meals for seniors are being dispatched for pick up and drop off using Salesforce Field Service Lightning which enables scheduling and dispatching, as well as tracking pick up and deliveries with GPS tracking for each driver. For those not familiar with Salesforce Field Service lightning, in short, it allows companies and organizations to deliver fast, intelligent field service with your connected workforce.  You can optimize field service for dispatchers, mobile workers, and managers.

 

Here is the basic flow for the Show Aloha Challenge:

  1. The first step in our use case starts with seniors or their care givers calling St Francis Healthcare.  St. Francis Healthcare call center agents take calls and track the results in Salesforce Health Cloud.  The solution then determines eligibility. We store these details in a Program Affiliation record in Salesforce .
  2. Next, our automation takes approved Program Affiliation records through the Health Cloud model and ultimately converts them to Service Appointments.  These Service Appointments are managed on a dispatcher console in Salesforce Field Service Lightning (FSL), where the dispatcher can leverage the scheduler capabilities to assign the meal pick up and deliveries to each available driver.  FSL estimates drive time and can optimize the routing automatically based on criteria we give it such as driving distance. 
  3. Each day, the field workers (specifically drivers in this example) use a Salesforce Field Service Lightning mobile app on their phone while they are on the go to view and complete their field work for the day.  Drivers are able to see their appointments, obtain driving directions, and complete their tasks with efficiency.  Meanwhile, the St. Francis Healthcare dispatcher is able to see each driver’s progress, including GPS tracking, throughout the day and make adjustments if needed.
We are so thankful to be associated with St. Francis Healthcare!

PS: The Show Aloha Challenge is a collaborative program between the City and County of Honolulu, locals restaurants, businesses and nonprofit organizations with the goal of delivering 7,600 meals to homebound kūpuna over 10 days. From Monday, March 30, through Wednesday, April 8, 2020, eleven restaurants will each prepare 60 meals each. Sign up today! Seniors must meet the following criteria to qualify for the program and each request will be assessed on a case by case basis. For more info, check out the Show Aloha Challenge website.

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