Automation of sensitive data gathering for a non-profit organization
Itransition automated the client’s information gathering process and helped them reduce the time and effort required for data processing by 5 times.
Context
Our customer, Headway Thames Valley, is a Henley-on-Thames charity that supports local people living in Berkshire and South Oxfordshire and helps improve their lives after brain injury by providing counseling, clinical neuro-rehab, and support groups. To get help, injured individuals or their caretakers need to fill in a registration form. They had to download a Microsoft Word document, fill it in, protect it with a password, and send it back to Headway Thames Valley. The company’s employees then analyzed the information manually and created a contact in their Salesforce CRM.
However, gathering information that way was time-consuming both for the patient and the organization. Security of clients’ medical data was also an issue since password-protected Word documents are prone to various attacks and vulnerable to security threats, such as malware or viruses that exploit weaknesses in Microsoft Word itself. Therefore, Headway Thames Valley was recommended to use more secure methods, such as end-to-end encryption services or secure cloud storage solutions to ensure maximum data protection.
Headway Thames Valley turned to Itransiton, an experienced Salesforce consultant, with the request to create an automated and more secure way of collecting data via the online form.
Solution
As the primary goal was to protect sensitive data, we suggested creating a custom form using Salesforce. It was the safest option because the customer used Salesforce as their CRM, so the information wouldn’t leave the system and could be stored and transferred securely. Also, with the solution hosted directly in Salesforce, the contact is created automatically in the CRM after form submission, which reduces data entry time.
Due to the brain injury, Headway Thames Valley clients aren’t always able to fill in the form themselves. Keeping that in mind, we made the form adaptive. When a third party completes the form, they select a role to create additional contact fields (Carer, Key Worker, etc.). After the form is completed, several interlinked Salesforce Contacts are created.
Itransition’s team created an adaptive form using Lightning Web Components (LWC) and mapped the process between form fields and fields in the Salesforce contact. We also came up with a UI design for the form and implemented it. To make the solution easily accessible, we optimized it for mobile devices. What’s more, we integrated the reCAPTCHA system to ensure the form’s security and prevent bots from filling it in.
To keep the customer updated about the development process, we held four demo sessions with them, showing them the progress and answering the questions. During those demos, our team provided the customer with instructions on how to add new fields to the form and edit email notification templates, allowing them to tailor the solution to their needs. In addition, Itransition gave the customer a detailed user guide on form settings.
Results
Itransition provided Headway Thames Valley with a secure way to collect sensitive medical data and automate the transfer of information into their CRM. This solution significantly reduced the time and effort required for data collection and processing. We also ensured that the form could be easily completed on mobile devices and tablets for end-users' convenience.
