Impact Summary
- 80% Faster Response Times: Support agents found answers quickly using automated, reliable internal search tools.
- Zero Backlogs: The team completely cleared out giant piles of backlogged customer support tickets.
- Instant, Verified Answers: Patient support specialists received immediate answers backed by real sources.
- A Blueprint for the Future: Created a reusable setup that makes it easy to launch helpful AI assistants across other departments later.
Client Overview
The HealthWell Foundation is a major non-profit organization that helps underinsured Americans afford healthcare. Because they deal with sensitive medical and financial data every day, they must answer patient questions quickly to maintain trust and provide proper care.
The organization was drowning in paperwork. Important information was trapped in separate, disconnected systems. This forced support workers to spend hours manually searching for answers, causing long delays and a massive backlog of unanswered requests. Patient satisfaction began to drop because things were moving too slowly.
To address this, the foundation engaged NJC Labs to integrate its disparate data sources into a unified system, leveraging the capabilities of MuleSoft and Salesforce. Once the data was normalized, they implemented Agentforce AI assistants to provide intelligent, real-time support.  These smart AI tools can read incoming questions and instantly find the exact information needed. This turned a slow, stressful process into a fast, modern system that helps patients immediately.
Project Overview
| Category | Details |
| Industry | Healthcare Support & Non-Profit |
| Tools Used | MuleSoft, Salesforce Data360, Agentforce (AI) |
| The Core Strategy | Clean up messy data, connect systems, and use AI to find answers |
The Challenges
- Unstructured, Hidden Information: Vital information was fragmented across unorganized storage locations, making it inaccessible to automated systems. This forced support staff to manually search through scattered files to locate relevant documents to answer queries.Â
- Stressed Workers and Long Delays: Spending so much time searching for files caused huge delays. As more patients reached out for help, the support team couldn’t keep up, resulting in a massive backlog of tickets. This took focus away from patients who needed deep, personalized care.
The Solution
- Cleaning up the Digital Filing Cabinet: NJC Labs connected all the separate files into one organized database. This turned messy, hard-to-find documents into a clean, searchable library.
- Bringing in AI Assistants: With the data finally organized, the team launched Agentforce AI assistants. Because the AI had easy access to clean information, it could read complex patient questions and instantly provide correct answers along with the exact source of the information.
The Results
- A Faster, Smoother Workflow: The upgrade brought immediate relief. The team cut the time spent on questions by 80% and completely cleared their backlog within weeks.
- More Time for Patients: With the AI handling the tedious data searches, human support workers finally had the time to focus on what matters most: talking directly to patients and providing emotional support. This also helped prevent staff burnout.
- Ready to Grow: The project created a secure, reliable framework. The foundation can now easily launch new AI tools in other departments without having to rebuild their systems from scratch.
Looking Ahead
Moving forward, this successful agentic enterprise transformation positions the healthcare organization at the absolute forefront of digital innovation. By sustaining this flexible architecture, the foundation plans to integrate predictive analytics and advanced machine learning models to anticipate patient needs before they arise. Ultimately, this modern integration strategy ensures long-term operational resilience, allowing the enterprise to expand its support ecosystem smoothly while continuously enhancing the human experience.