PatientPoint is the patient engagement platform more providers trust. Its digital engagement solutions create more effective doctor-patient interactions across the entire care journey. From patient acquisition to in-office visits to hospital engagement and remote care, PatientPoint is there, helping drive better health outcomes, increased provider revenue, and a superior patient experience.

About the Company

PatientPoint is a leading healthcare technology platform that specializes in patient engagement at every point of care. The company’s mission is to provide integrated patient engagement solutions surrounding key points of care to help healthcare professionals improve health outcomes, efficiency, and patient satisfaction. Founded in 2009, PatientPoint has grown to become a trusted partner for healthcare providers, pharmaceutical companies, and advertisers. The company’s comprehensive suite of products enables healthcare organizations to effectively reach and educate patients at every point of their care journey, delivering personalized content that is tailored to each individual’s needs.

PatientPoint’s innovative platform leverages advanced technology and data-driven insights to deliver targeted educational content, allowing patients to better understand their conditions, treatment options, and preventative care measures. By providing patients with relevant and timely information, PatientPoint supports shared decision-making and empowers individuals to actively participate in their own healthcare journey.

In this case study, we will be focusing on PatientPoint’s QA and Salesforce Sales and Service Cloud teams. 

Arlin Avery leads the QA team, which consists of 10-15 members who all utilize Salesforce Sales Cloud. Sales Cloud is a customer relationship management (CRM) platform designed to help organizations effectively manage their sales processes and improve sales performance. Sales Cloud provides a range of tools and features that enable enterprises to streamline their sales activities, track leads and opportunities, drive cross-team collaborations, and automate sales processes. The Sales Cloud team had a couple of Provar licenses but hadn’t yet used Provar Automation to its full potential when Arlin joined three years ago.

Hima Bindu Samatham leads the QA team using Salesforce Service Cloud. This is a customer service and support platform designed to help organizations deliver exceptional customer service experiences by streamlining service operations, improving agent productivity, and enhancing customer satisfaction. Service Cloud provides a range of tools and features that enable businesses to effectively manage customer inquiries, resolve issues, and provide personalized support. The Service Cloud team had used Provar Automation in the past, and Arlin wanted to replicate the success Hima and her team have already achieved.

And so, Arlin started looking further into Provar Automation’s capabilities.

How PatientPoint Implemented Provar Automation Across Multiple Business Areas

Hima had already used Provar Automation, not only with her Service Cloud team but also in her work at a past company. When the time came for PatientPoint to bring an automation solution onboard, she recommended Provar Automation and was there through the implementation process, which included demos and a proof-of-concept. 

“When I joined PatientPoint, we were looking for an automation tool. I had used Provar Automation in previous companies and I thought it would be a great solution for PatientPoint. People were talking a lot about it in interviews and in the market, and I did my own research on the tool and onboarded us with the help of Provar’s customer success team. We loved the tool and their customer success team was great. Previously, I was using Rational Functional Tester (RFT IBM) for Salesforce, which was not very easy to use. When we had our business case run by the Provar support team and they showed us what we could do and how we could automate, it was clear that we could save much more time without compromising output quality. They really went through the ABCs of creating the test case with us.”

– Hima Bindu Samatham, Software Engineer, PatientPoint

Arlin’s goal was to create a regression suite for all the critical workflows covering their different Salesforce apps, and from there, to create a manual regression and see where they could automate. They hoped Provar Automation could streamline their testing efforts, increase test coverage, and enhance overall efficiency.

With the help of the Service Cloud team,  Arlin started their implementation and quickly saw the benefits.

Considerable Time Savings, Increased Efficiency, and Tangible ROI

PatientPoint experienced several key benefits from implementing Provar Automation in their testing processes. One of the significant advantages was the considerable time savings achieved through automation. Arlin noted that Provar Automation helped them significantly reduce their testing timeline. What previously took two to three days to test manually could now be completed in three to ten hours, depending on the size of the tests, with Provar Automation.

“Provar Automation was a real time saver. Before, we would do our regression period and sometimes it would take me two or three days to get through all of the tests. And I was like, ‘You know what? Forget this. I’m going to start using Provar Automation heavily,’ because we had the licenses but we really weren’t using it to its full potential.”

 – Arlin Avery, Software Engineer, PatientPoint

In addition to time savings, PatientPoint experienced increased efficiency after leveling up their Provar Automation usage. They expressed satisfaction with Provar Automation’s ability to detect issues and failures early in the development cycle. By identifying bugs and problems sooner, the team benefited from faster issue resolution and reduced rework.

“We were able to catch different issues even before we were going to regression. I would run these tests while they were still developing and then would catch certain things. So the developers were loving me, they were loving the tool, and it benefited not only the QA team but the whole team in general.”

 – Arlin Avery, Software Engineer, PatientPoint

PatientPoint integrated Jenkins for their continuous integration and delivery/deployment. The jobs are triggered to run automatically twice a week and are scheduled to run in PatientPoint’s staging sandbox, which covers most of their regression suites, while their team focuses on the functional testing in a different sandbox. They reported that with Provar Automation, this is a rapid and reliable process where the test results can easily be captured and reported.

“Monitoring the regression suite in a bridge like sandbox (Test > Staging > Prod) staging, where the thorough testing actually happens in the test sandbox by our team, could sometimes become challenging. Then we began using the Provar Automation pipeline regression maintenance in staging via Jenkins, where everyday, every code can be difficult to test due to resource timing constraints that may or may not always align with the project deadlines. The task can also get mundane and tiring. Our pipeline automation scripts touch the major business use cases and keep us updated on any bugs added from previous test cycles. They also catch any mis-synchronizations of functionalities between the Salesforce sandboxes. This helps in a great way for us to maintain the reliability and quality of our Salesforce solution.”

– Hima Bindu Samatham, Software Engineer, PatientPoint

Provar Automation enabled the PatientPoint team to accelerate their release cycles by automating their testing processes. By reducing the time spent on manual testing and enhancing test efficiency and quality, Provar enabled the team to deliver releases faster, ensuring timely deployment of high-quality Salesforce applications.

“It was a game changer for our entire team because we were able to get releases out faster.”

– Arlin Avery, Software Engineer, PatientPoint

Arlin was even able to show tangible results to PatientPoint’s leadership using Provar Automation’s ROI calculator. This helped him assert the solution’s worth, guaranteeing that it would be a staple in their workflow going forward.

“I took advantage of the ROI calculator, defined the key metrics and areas for improvement, and sent the results out to the C-level and upper management. I then showed them the work that we were doing because I wanted to be as transparent as possible. Sometimes if they don’t really understand the value, it doesn’t make sense to renew a subscription, so I wanted to make sure that everyone from the manager level up understood the value that Provar Automation brings and how much money and hours it saves.” 

– Arlin Avery, Software Engineer, PatientPoint

Looking Forward

Both Salesforce teams at PatientPortal are currently using Provar Automation as key parts of their QA processes and are considering adding other tools to the mix, including some of the latest Provar solutions. They are working with their Provar support team to learn more and discover how to maximize their efficiency.

“We are launching and releasing some new tools, and it will be great to get Provar involved, to have a look and see where it makes sense for us to go and to get some feedback on what we’re doing.” 

– Arlin Avery, Software Engineer, PatientPoint

The PatientPoint team is thrilled with the benefits they’ve seen from Provar Automation. They look forward to leaning on the solution to save them time and maintenance while delivering high quality output, which will give them the freedom to scale and innovate. 

To learn more about how Provar’s solutions can meet your team at all stages of the quality journey, or to share your company’s success story, connect with us today.