Executive Summary Medicare Advantage (MA) providers face increasing pressure to grow membership, improve patient outcomes, and operate efficiently across distributed care networks. Fragmented systems, manual workflows, and inconsistent patient engagement create bottlenecks that limit both growth and care quality. We worked for a leading Medicare Advantage primary care network to modernize its patient acquisition, engagement, and operational workflows using the Salesforce platform combined with AI-driven automation. The result: 25% faster lead-to-appointment conversion 40% improvement in call center productivity Standardized operations across 160+ care centers This transformation demonstrates how AI + CRM + workflow execution can unlock scalable growth while improving patient experience. The Challenge: Scaling Growth in a Fragmented Ecosystem The client operates a large Medicare Advantage-focused primary care network with over 160 centers. Their growth strategy depends heavily on: Community-based outreach (events, brokers, referrals) Seasonal enrollment cycles (AEP, OEP, SEP, T-65) High-touch patient engagement However, they faced several structural challenges: 1. Disconnected Systems Marketing tools, call center platforms, and EHR systems operated in silos Limited visibility into the patient journey from lead → appointment → care 2. Inefficient Lead Management Manual processes for tracking leads and conversions Delays in routing and follow-up reduced conversion rates 3. Call Center Bottlenecks Lack of real-time performance insights Inefficient routing and scheduling workflows 4. Compliance & Reporting Complexity Increasing regulatory oversight required consistent auditability Reporting was manual and often delayed Our Approach: Workflow Execution at Scale We focussed on workflow execution and not just system implementation. We designed an integrated architecture combining: CRM (Sales Cloud + Service Cloud) Marketing Automation (Marketing Cloud) EHR Integration Call Center Operations AI-driven automation and analytics This created a single, unified system of engagement and execution across the entire patient lifecycle. Solution Architecture 1. Unified Lead-to-Patient Lifecycle We implemented a seamless flow from marketing to care delivery: Lead capture from campaigns, brokers, and events Automated qualification and routing Appointment scheduling and follow-up Conversion into patient records linked to EHR This enabled true end-to-end visibility across: Lead → Qualification → Appointment → First Visit → Ongoing Care 2. Intelligent Marketing & Campaign Execution Using Marketing Cloud, the client was able to: Orchestrate multi-channel campaigns (Email, SMS, outreach) Automate journeys for: AEP / OEP enrollment cycles T-65 prospect nurturing Broker-driven referrals Personalize engagement at scale 3. Optimized Call Center Operations We modernized call center workflows with: Intelligent call routing Real-time agent performance tracking Integrated appointment scheduling Automated follow-ups This turned the call center into a conversion engine, not just a support function. 4. EHR + CRM Integration A tightly integrated EHR ecosystem enabled: Real-time patient data synchronization Visibility into appointment completion and outcomes Improved care coordination This ensured that operational workflows directly supported clinical outcomes. 5. Sales & Commission Automation We introduced: Agent performance tracking Automated commission calculations Insurance verification workflows Documentation validation This reduced administrative burden and improved transparency. 6. Compliance & Governance Layer To support regulatory requirements, we embedded: Audit trails across workflows Risk monitoring and reporting Standardized compliance processes Results & Business Impact The transformation delivered measurable impact across growth, efficiency, and experience: Growth Acceleration 25% faster lead-to-appointment conversion Increased patient acquisition efficiency across all channels Operational Efficiency Standardized workflows across 160+ centers Reduced manual effort in campaign execution and reporting Call Center Transformation 40% improvement in productivity Enhanced reporting accuracy and visibility Data-Driven Decision Making Real-time dashboards across: Campaign performance Conversion funnels Call center metrics Patient journey analytics Why It Worked 1. Workflow Execution Focus We don’t just implement systems—we connect workflows across systems. 2. AI + CRM Integration Combining CRM with AI-driven automation enables: Faster decision-making Reduced manual intervention Scalable personalization 3. Healthcare-Specific Expertise Deep understanding of: Medicare Advantage workflows Enrollment cycles (AEP/OEP) Provider operations and compliance 4. Scalable Architecture Designed to support: Multi-location growth New service lines Future AI capabilities (e.g., AI agents, document processing) Future Opportunities: AI-Driven Healthcare Operations Building on this foundation, organizations can unlock additional value through: AI Agents for Patient Intake Automating document processing (faxes, referrals) Predictive Analytics Identifying high-conversion leads Forecasting capacity and demand Care Journey Automation Proactive engagement based on patient signals Revenue Optimization AI-driven pricing, enrollment targeting, and retention strategies Conclusion Medicare Advantage providers must balance growth, efficiency, and patient experience—all within a complex regulatory environment. This case study demonstrates that with the right combination of: AI CRM Workflow execution Healthcare domain expertise …it is possible to transform fragmented operations into a scalable, high-performing growth engine. About N28 Technologies N28 Technologies is a global AI + Salesforce partner focused on helping organizations modernize operations through intelligent workflow execution. We specialize in: Healthcare & Life Sciences Revenue operations transformation AI agents and automation End-to-end Salesforce implementations With 75+ implementations and deep industry expertise, we help organizations move from automation to execution.
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SDR Agent
An AI SDR (Sales Development Representative) in Agentforce is an autonomous AI agent integrated with Salesforce that automates top-of-funnel sales activities like lead outreach, qualification, and appointment setting. It operates 24/7 to handle initial customer engagement, freeing up human sales representatives to focus on building relationships and closing deals.
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Pricing & Order Agent
Pricing Agent is a productivity tool that simplifies pricing management by reviewing and validating product pricing and pricebooks within Salesforce. It also helps with identifying and setting customer to appropriate Pricing Tier management. Order Agent is an OCR-powered productivity tool designed to streamline operations by automatically capturing and processing purchase order details into Salesforce. This agent accelerates order processing, improves data accuracy, and enhances overall operational efficiency.
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Purchase Order Agent
Purchase Order Agent is an OCR-powered productivity tool designed to streamline operations by automatically capturing and processing purchase order details into Salesforce. It extracts key fields such as quantities, pricing, and vendor information, then integrates them with relevant records to provide real-time visibility for finance, procurement, and operations teams. By reducing manual entry and errors, the agent accelerates order processing, improves data accuracy, and enhances overall operational efficiency.
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How Penumbra Scaled Its Commercial Operations with N28’s Health and Revenue Cloud Expertise
Customer Stories Customer Overview Company Name: Penumbra, Inc Industry: Medical Device Company Size: 5,500 employees Mission Statement: Penumbra, Inc., the world’s leading thrombectomy company, is focused on developing the most innovative technologies for challenging medical conditions such as ischemic stroke, venous thromboembolism, pulmonary embolism, and acute limb ischemia. Our broad portfolio, centers on removing blood clots from head-to-toe with speed, safety and simplicity. By pioneering these innovations, we support healthcare providers, hospitals and clinics in more than 100 countries, working to improve patient outcomes and quality of life. Key Services/Products: Neuro: Neuro Thrombectomy System, Neuro Embolization Technologies, Neuro Access Catheters, Neurosurgical Devices Vascular: Peripheral Thrombectomy Platform, Peripheral Embolization System, Vascular Access System, Coronary Mechanical Thrombectomy Website: www.penumbrainc.com/ Social Media: LinkedIn The Challenge To stay competitive in a dynamic market, Penumbra set out to strategically transform its commercial sales operations. With increasing complexity across product offerings and customer expectations, they needed to respond swiftly to market changes and continue to deliver customer value while driving cross-functional alignment. Key challenges included: Establishing a centralized view for enterprise-wide visibility: Without a centralized view of customer intelligence across sales, marketing, and operations, teams lacked the degree of visibility needed to make faster, accurate decisions. Complex workflows limiting sales productivity: Manual pricing and quoting workflows created friction—diverting sales talent away from strategic, high-value initiatives. Fragmented insights into market opportunity: Growth signals existed across systems, but without a consolidated analytics and market intelligence layer, it was challenging to proactively identify growth opportunities and expand high-potential accounts Aligning infrastructure with global scale: Existing infrastructure required improved flexibility and resilience to support Penumbra’s global expansion and future business needs. Customer Quote Why N28 Technologies? When Penumbra set out to transform its commercial infrastructure, they chose N28 Technologies for their ability to align innovation with execution, deep Salesforce expertise, and proven track record in delivering scalable, growth-ready solutions. What stood out: Strategic Execution: N28 demonstrated a strong track record of translating complex business needs into scalable, actionable Salesforce solutions. Cross-Functional Collaboration: N28 worked closely across sales, operations, and IT, ensuring the solution aligned with Penumbra’s broader commercial goals. Deep Technical Expertise: With a highly skilled team, N28 delivered a robust Salesforce implementation designed to scale with Penumbra’s evolving needs. Proactive Partnership: N28’s hands-on, collaborative approach helped accelerate delivery and maintain momentum throughout the project. The Solution To modernize and scale its commercial operations, Penumbra partnered with N28 Technologies to implement Phase 1 of a comprehensive Salesforce CRM and CPQ solution. This strategic initiative was designed to centralize customer data, optimize pricing and quoting workflows, and empower sales teams with greater visibility into key accounts—all while setting the stage for long-term growth and automation. N28 Technologies brought deep Salesforce and medtech expertise to architect a tailored solution that met Penumbra’s regulatory, operational, and commercial needs. Key features of the solution included: Customer Master in Salesforce: A unified customer master record was created to serve as a single source of truth for account data. This allowed sales, marketing, and operations teams to collaborate more effectively with shared, real-time visibility into account information. Lead and Opportunity Management: N28 implemented customized Salesforce workflows that supported Penumbra’s focus on high-value medical device accounts, including VAC (Value Account Committee) opportunities. These workflows streamlined pipeline management, improved follow-up discipline, and aligned sales activity with account-level strategy. Salesforce CPQ Integration: Penumbra’s pricing and quoting processes were transformed with Salesforce CPQ, introducing automated workflows that reduced errors, improved turnaround times, and ensured pricing accuracy across products and customer segments. System Integration: N28 ensured seamless integration with Penumbra’s existing ERP systems, including SAP, to sync customer records and pricing contracts. This alignment laid the foundation for end-to-end commercial automation and supported Penumbra’s broader goal of building intelligence-driven sales operations. Future-Ready Foundation: The solution established a flexible sales infrastructure that has positioned Penumbra to scale efficiently and respond to future market demands. Together, these components delivered a connected commercial ecosystem that not only improved present-day execution but also prepared Penumbra for future digital transformation initiatives. The Results With Phase 1 of the Salesforce CRM and CPQ implementation complete, Penumbra realized measurable improvements in operational efficiency, pricing accuracy, and commercial agility. Key results included: Faster and More Accurate Quoting: Automation through Salesforce CPQ reduced manual effort, accelerating quote turnaround time by 15-25% while improving pricing accuracy and enhancing the overall sales and customer experience. Greater Operational Alignment: Improved cross-functional alignment through centralized customer data and governance in Salesforce, with sales, marketing, legal, pricing, and operations now working cohesively within a unified system. Real-time Visibility into Sales and Marketing Performance: Enhanced visibility empowered data-driven strategies and better decision-making. Increased Agility in Responding to Market Demands: Integration of Salesforce CPQ with backend systems streamlined pricing and order management, enabling Penumbra to respond more quickly and efficiently to customer needs.
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How IronRidge Boosted Sales Agility and Forecast Accuracy with N28’s Manufacturing Cloud Expertise
Customer Stories Customer Overview Company Name: IronRidge, Inc. Industry: Solar Company Size: 200+ employeesMission Statement: At IronRidge, we empower customers to be solar heroes by providing the most innovative and comprehensive products and services. Our mission is to make solar energy accessible, efficient, and reliable for businesses and homeowners alike. Key Services/Products: Solar Racking & Mounting Solutions Mounting hardware for solar modules Solar energy solutions for residential and commercial applications Website: www.ironridge.com Social Media: LinkedIn The Challenge IronRidge faced several operational challenges that hindered their ability to effectively manage product sales and revenues. With rapid growth in the solar industry, they needed to stay ahead of changing market conditions while ensuring efficiency across their sales processes. Key challenges included: Lack of visibility: There was little visibility into planned vs. actual product revenues and quantities. This lack of real-time data made it difficult to track sales performance and adjust forecasts accordingly. Inefficiency in sales planning: With no centralized system, the team struggled to adjust their sales plans dynamically in response to real-time data. Whether dealing with production issues or evolving market conditions, the team found it challenging to stay agile. CRM inconsistencies: The team faced difficulties in keeping their CRM updated with new and revised products, leading to miscommunications and missed opportunities with customers. Tracking issues: There was no clear system to track changes made by colleagues during quarterly planning, leading to confusion and lack of accountability when reviewing product performance and sales strategies. Customer Quote Why N28 Technologies? When IronRidge began searching for a solution, they turned to N28 Technologies for their proven track record with Salesforce, manufacturing domain expertise, and ability to provide comprehensive solutions that could integrate seamlessly with Iron Ridge’s existing systems. What stood out: Industry Expertise: N28 Technologies demonstrated a deep understanding of the solar industry and the specific needs of companies like IronRidge. Technical Proficiency: With a strong team of experts, N28 had the technical skills to implement a customized solution that would integrate with IronRidge’s existing CRM and ERP systems. Reputation & References: Positive reviews and testimonials from past clients gave IronRidge confidence in N28’s ability to deliver on time and within budget. Effective Communication: Throughout the partnership, N28’s clear communication and collaboration efforts ensured that both teams were aligned on objectives and expectations. Adaptability: N28 proved to be flexible in responding to evolving requirements and was quick to adjust the project scope as new challenges emerged. Project Management: N28’s use of established project management processes ensured that the integration was completed smoothly, with clear timelines and milestones. The Solution To address IronRidge’s challenges, N28 Technologies implemented an advanced sales management system that leveraged Salesforce Manufacturing Cloud and integrated seamlessly with the company’s existing CRM, ERP, and other customer data systems. This solution was designed to streamline sales processes, improve accuracy, and provide real-time insights into product performance. Key features of the solution included: Analytics Dashboard: A comprehensive, at-a-glance dashboard displayed planned vs. actual product revenues and quantities, enabling quick identification of discrepancies and allowing for immediate corrective actions. Dynamic Sales Planning: The system allowed for real-time adjustments to sales plans based on up-to-date data, enabling the sales team to respond quickly to market conditions, customer needs, and production issues. Real-Time CRM Updates: The system ensured that the sales team had access to the latest product information with immediate updates in the CRM, enhancing their ability to engage with customers accurately and efficiently. Automated Order Fulfillment Updates: The system automatically updated product quantities based on fulfilled orders, reducing the risk of manual data entry errors and ensuring that inventory levels were always up to date. Product Performance Insights: Detailed reports provided valuable insights into product performance across customer accounts, enabling IronRidge to make more informed, market-driven decisions. Change Tracking: A robust change tracking feature allowed the team to monitor modifications to revenue and quantity numbers during quarterly planning, promoting transparency and accountability. The Results With the new sales management system in place, IronRidge was able to significantly improve their sales processes, CRM accuracy, and decision-making capabilities. Key results included: 30% Improved Sales Efficiency: The sales team became more agile, able to quickly adapt to market shifts and production delays, leading to a smoother sales cycle and increased customer satisfaction. Data-Driven Decisions: The ability to access real-time data allowed the team to make more accurate forecasts and better align their sales strategies with actual market conditions. Forecast Accuracy: Achieved company initiative of attaining forecast accuracy of +/- 10% of target Enhanced Collaboration: The change tracking and real-time CRM updates improved team collaboration, with everyone staying aligned on key metrics and objectives. Future Plans IronRidge is focused on expanding its capabilities by deploying an Advanced Manufacturing Cloud solution to further enhance their feature set. Their goal is to leverage multi-level data aggregation to gain deeper insights into sales performance across customer segments, regions, and product lines. This will enable them to make even more informed, data-driven decisions, especially when assessing forecasting accuracy. Additionally, the company plans to integrate automated account tracking, which will provide real-time visibility into sell-through trends. This will empower the sales team to proactively address performance changes and continue to improve customer satisfaction. By refining this solution, IronRidge is laying the foundation for scalable growth and operational excellence, and plan to strengthen their partnership with N28 Technologies to enhance their capabilities on Manufacturing Cloud, driving their business forward.
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