In-Home Phlebotomy & Diagnostics
A national diagnostics company offering in-home phlebotomy faced increasing operational pressure as demand grew. Patients depended on the provider for quick, reliable at-home visits — but outdated manual scheduling, inefficient routing, and limited technician visibility hindered scaling without compromising service quality.
Challenges
The organization faced challenges with a fragmented, mostly manual service operation:
- Inefficient workforce scheduling led to uneven technician utilization and unpredictable daily workloads.
- Manual dispatching caused longer travel times, delayed appointments, and increased costs per visit.
- Lack of real-time visibility into patient appointments and route status caused bottlenecks across the service team.
- High-cost operations caused by frequent touchpoints, manual coordination, and inconsistent data quality.
- Limited patient engagement features, like appointment reminders, ETA updates, and mobile visibility.
The executive team needed a scalable, patient-focused Field Service solution that could boost productivity, cut operational costs, and provide a modern digital experience.
Solution
Bolt Today carried out a comprehensive Salesforce Field Service transformation, focusing on enhancing speed, efficiency, and visibility in the provider’s operations.
- End-to-end field service deployment, including work order management, dispatcher console, skills-based routing, and capacity planning.
- Online appointment scheduling offers patients a seamless way to book phlebotomy visits based on real-time availability.
- Optimized routing with advanced scheduling engines to reduce drive time and balance technician workloads.
- Mobile Field Service app setup, allowing technicians to handle visits, gather patient data, and finish tasks in the field.
- Automated communication flows, such as appointment reminders, on-the-way notifications, and visit confirmations.
- Integrated reporting dashboards for leadership to track SLA performance, utilization, and patient experience metrics.
The solution modernized the whole in-home visit process — from scheduling to dispatch to execution.
Results
The provider made measurable improvements in operational and patient experience KPIs.
- 45% decrease in service costs by improving scheduling and workload distribution.
- Significant boost in technician utilization through streamlined routing and dispatch automation.
- Faster appointment turnaround times, enhancing patient satisfaction and decreasing no-shows.
- Real-time insight into technician locations, appointment statuses, and operational performance.
- Higher first-time completion rates thanks to consistent mobile workflows and improved visit preparedness.
The organization now operates a scalable, patient-centric Field Service model capable of supporting growing demand without proportionally increasing operational costs.
Why Bolt Today
The provider chose Bolt Today for our structured, Salesforce-first approach to improving Field Service. Instead of adding more customization or complexity, we focus on clarifying upfront — how processes work now, where data comes from, and how different systems affect the field experience.
Our Method of Operation emphasizes:
- Discovery & Alignment: Gaining insight into actual workflows, pinpointing pain points, and basing decisions on measurable operational requirements.
- Architecture & Data Foundation: Evaluating the data model, integrations, fields, and technical debt to maintain Salesforce's stability and performance scalable.
- Experience & Process Design: Creating role-specific, technician-friendly experiences supported by prototypes and iterative improvements validation.
- Implementation & Automation: Applying Salesforce best practices, streamlining automations, and reducing code to make it easier for teams to maintain and evolve the system easily.
- Insights & Continuous Improvement: Providing visibility into SLAs, utilization, and field performance, while supporting ongoing optimization aligned with business goals grows.
This method leads to a more streamlined architecture, improved field adoption, and a Field Service environment that Facilitates both daily operations and future scalability — all while avoiding added complexity.
