DTRA’s Office of Small Business is a Trailblazer
CDR Maguire manages, automates, and connects mission-critical business processes on the cloud
What to do when “all hands on deck” doesn't work.
Like many emergency response teams, CDR Maguire found itself in all hands on deck mindset with the onset of COVID-19. The company was contracted with multiple labs as well as departments and agencies across the State of Florida to build testing and processing services at a time when much was still unknown and supplies were scarce. This created some understandable challenges from a planning and logistics perspective. “When we run into this sort of complexity, we apply our #getitdone mantra. We start by breaking down the scenario and solving the first problem at hand, and that gets us moving in a certain direction. Then we solve the next problem, then the one after that...no complaining, no ‘I can’t.’ Everyone is onsite and there to help 24/7, and the more people you have working on it the faster it gets done,” said Vidal.
But COVID-19 has proven to be different from other disasters.
Adding more people wasn’t a viable option because Vidal couldn't risk putting big teams in war rooms together, or stand up the usual thousand-person call center. Furthermore, several employees who were essential staff onsite were in and out of quarantine after learning of potential exposures, making CDR Maguire's ability to react quickly to breaking news especially crucial. “If you didn't know you were positive and you were still manning the call center, you were infecting multiple other people. So, the ability to get information out to both our staff and the people they were helping — quickly, at scale — became really important,” said Vidal. “And whenever you have to do something at such a large scale, automation is key.”
CDR Maguire defines emergency enterprise resource planning in the cloud.
Vidal and team started integrating processes from the multiple labs it was supporting into a single user interface on Experience Cloud. This meant that anytime a resident registered for a COVID-19 test at any given lab, their information was captured in a personalized profile within the same system of record, giving the state a holistic view of outbreak potential.
It also gave residents a consistent user experience regardless of which site they happened to visit for their test. “People can now visit one website, or call one phone number to get and/or print their results, which is faster and less stressful than the piecemeal approach we’ve seen elsewhere,” said Vidal.
Soon, CDR Maguire found that it was answering as many as 200,000 calls per day. The team added Service Cloud to deployment, giving the team the tools they needed to easily communicate with the volume of callers, quickly. “Integrated interactive voice response features, automated callbacks, SMS capabilities, email, and more enabled us to share test results with the patient as well as the state’s reporting system the second they came in from the labs,” Vidal continued. “There was just this huge volume of people looking for information so that they knew where to go for a test, if they could go to work, visit loved ones in the hospital, safely go home to their families at night, and so on.”
Shield was layered on, enabling CDR Maguire to add an additional layer of security to its platform.
Integrated reports and dashboards are also being leveraged, giving CDR Maguire an easy way to roll up current status, surface patterns, pinpoint catalysts, and make data-driven decisions on a daily basis.
Last but not least, it is mobile-ready, out-of-the-box. “Test sites open and close. We’ve seen popup test sites. Mobile testing clinics, similar to a Blood Moblie. So, we really needed the hardware component of this ERP system to be as handheld and as mobile as possible. We were able to do that on Salesforce - no custom coding required,” said Vidal.
Extended use case - vaccine management:
As COVID-19 vaccines started becoming a reality, Vidal and team added options for residents to schedule their vaccine appointments to the ERP, modeling the workflow after the testing design. Vaccine data is added to the same profile that holds any testing events, helping to ensure that the individual’s vaccine data is managed and tracked in one place.
Real results have a big impact.
Since going live, Vidal and team have been encouraged by the ERP’s results, knowing what these numbers mean in terms of public health, safety, and overall well-being.
On the quantitative side, rapid test results are available in about 15 minutes. A text is sent out automatically to those who opted in, and a call is scheduled from the call center within the next 20 to 25 minutes. Ie: patients are receiving rapid test results in under 30 minutes. Polymerase chain reaction tests (think: nasal swab), the team is reporting test results in 16 hours on average for those coming from local labs, and 24 hours on average for those coming from out-of-state labs. In either scenario, the process is the same: once lab results are available, they automatically feed into the ERP, triggering a text message notification, email and, and phone call scheduling. To date, the ERP has managed millions of COVID-19 tests and supports 2 million registered patients, and that number is only growing as vaccine eligibility continues to expand.