A rigid patient services system that can’t adapt to new processes, launch programs quickly, or flag gaps for case managers doesn’t just slow your team down.
It delays treatment for patients, contributes to non-adherence, and leaves your leadership questioning the value of your patient services programs.
Take it from us. We’ve over a decade solving problems for our customers, first with our own patient services product and then with our implementations of Agentforce Life Sciences for patient services teams.
We Built Our Own Patient Services Product First
Before Salesforce’s Agentforce Life Sciences existed, we built our own patient services solution on top of Salesforce’s platform.
The technology available at the time didn’t understand patient services. We did. So Mavens filled the gap ourselves.
Our enrollment wizard automated processing of faxed intake forms, because paperwork wasn’t going away and nobody had designed it yet. We pioneered benefits verification with a data model that went deeper than the flat approaches competitors were using. We connected technology to enable instant eligibility checks with insurance so teams could get answers in minutes instead of days.
“We started building patient solutions when there weren’t many options out there,” says Desy Rolley, Head of Quality at Mavens, who has spent seven years focused on patient services during her decade-plus at the company.
“The gap between what patients needed and what the technology could actually do was significant. We didn’t wait for someone else to close it.”
We Apply The Same Thinking To Agentforce Life Sciences Today
When Agentforce Life Sciences launched, we shifted our focus to implementing it for our customers. Not because our own solution stopped working, but because the same problems we’d spent years solving, the faxed intake forms, the slow benefits verification, the disconnected eligibility checks, still needed solving, just on a platform built for patient services from the ground up.
So we brought the thinking along. Every accelerator previously built, every workflow designed before, every lesson learned over the years, we bring to our patient services implementations for Salesforce’s Agentforce Life Sciences. We audit the space between what Agentforce Life Sciences has available and what you need your patients services technology to do, then we fill the gaps.
“Clients come to us because we’re the experts who’ve shaped this space, not just consultants learning it alongside them,” says Chance Morris, Client Partner at Mavens, who has spent five years guiding patient services programs from launch through scale.
“We’re not just implementing a CRM and calling it a day. We’re on the cutting-edge of what technology can do for patient services programs.”
How A Decade Of Patient Services Experience Benefits You
We’ve supported 50+ patient services programs across 20+ customers, reaching 1.7 million target patients. Nearly half of those launches started as migrations off an existing hub, meaning we’re most often brought in when a patient team needs help most, not when things are calm. We’ve designed programs across rare disease, oncology, autoimmune, neurology, and chronic conditions like type 1 diabetes, and we’ve supported insourced, outsourced, and hybrid operating models.
That experience is now built into how we deliver Agentforce Life Sciences:
- Design. Your program needs are mapped against core Agentforce Life Sciences capabilities, informed by patterns we’ve already seen work and fail elsewhere.
- Build. Iterative cycles with collaborative design reviews, then full testing, using accelerators developed from years of custom patient services builds instead of starting from a blank canvas.
- Launch. Your team is trained and your program goes live, with support to enhance as you grow.
We sit on the Agentforce Life Sciences Partner Advisory Board and work directly with Salesforce to shape the platform’s roadmap for patient services. Salesforce also recognizes us as part of the Life Sciences partner network in the migration alliance.
This recognition comes from significant investments in Salesforce training and certifications, jointly developed tools for reusable data mapping and migration, and industry implementation experience and change management.
Why This Matters When You Pick Your Patient Services Platform
If you’re here, you’re likely trying to figure out who you can trust to modernize your patient services technology. Maybe your are considering Salesforce’s Agentforce Life Sciences.
We originally chose to build on Salesforce because at the time, you got the best of both worlds: the most secure system with the flexibility to be put to work the way your team actually works. These are both still true today for the world’s #1 CRM. Agentforce Life Sciences is the best fit on the market for patient services and it is your best bet for the future of your patient services programs.
Even though it’s the best it can be right now, Salesforce Agentforce Life Sciences still has gaps specific to patient services. Choosing the right partner that can proactively identify and create solutions before they become a real problem is crucial.
When we design your enrollment flow, your benefits verification, or your specialty pharmacy connections, our Mavens are applying our decades of specialty experience in patient services to give you a system that will last the test of time.
