TSTaj Shaik
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Healthcare service transformation

Saudi German Hospital — Patient 360 & Call Center

Delivered an end-to-end Service Cloud solution for hospital call-center operations, giving agents a permission-aware Patient 360 view of registrations, appointments, recent activity, and non-medical support information while integrating with established enterprise systems.

Client
Saudi German Hospital, UAE
Period
Jun 2021 — Jun 2023
Role
Salesforce Consultant

Key contributions

Delivery highlights

  1. 01

    Designed scalable Salesforce architecture and data models aligned with call-center and patient-service requirements.

  2. 02

    Developed Lightning components and Apex controllers to improve agent workflows, responsiveness, and usability.

  3. 03

    Implemented bi-directional REST integrations between Salesforce and SAGE ERP and supported Cisco Finesse integration needs.

  4. 04

    Deployed Service Cloud, Live Chat, and Omni-Channel capabilities to coordinate digital and assisted-service work.

  5. 05

    Planned and executed end-to-end data migration into Salesforce.

  6. 06

    Configured record types, page layouts, related lists, and role-aware experiences for efficient case handling.

Salesforce architecture & delivery

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