ForeFront’s customer, a leading global medical device organization, is a pioneer in cardiac modulation therapy. They develop implantable devices that treat heart failure, and they have field sales representatives, clinical specialists, and distributors across the U.S. and Europe.

The organization is responsible for quality oversight, regulatory compliance, and global supply chain coordination. Complex quality oversight requirements, FDA 21 CFR Part 820 regulations, and sophisticated care coordination processes define the business. Teams manage surgical planning, device registration, inventory visibility, and payer workflows across highly regulated environments.

As the organization scaled internationally, fragmented systems and manual processes became a constraint. In an industry where speed, compliance, and automation are tightly linked, these gaps increased risk and made it difficult to scale AI safely or prepare for standards-based interoperability such as FHIR.

They partnered with ForeFront to modernize its operating model and build a unified foundation for automation and AI.

The Challenge: Scaling Care in a Global, Regulated Environment

Core workflows across the organization were highly manual. Surgical scheduling and follow-up were tracked in spreadsheets, inventory updates required reconciliation across systems, and care requests depended on teams reviewing faxes and PDFs line by line. Inventory was tracked separately from the ERP, with no real-time visibility at the point of use.

Operational complexity increased as U.S. and EMEA teams worked in separate Salesforce orgs, making it difficult to standardize processes or maintain consistent compliance. Every workflow needed to meet FDA, HIPAA, GDPR, and PHI requirements while supporting rapid clinical execution and commercial growth.

Without a different approach, AI initiatives would remain limited, compliance risk would increase with scale, and manual work would continue to slow patient care as the business grew.

The Solution: A Multi-Year Transformation Journey with ForeFront

The transformation unfolded in deliberate phases, beginning with global system consolidation, followed by foundational Health Cloud capabilities for field-based sales operations and device management, and culminating in AI-driven automation for care requests.

Phase 1: Building a Unified, Compliant Foundation

ForeFront first unified the organization’s Salesforce landscape by consolidating European and U.S. Sales Cloud instances and strengthening security with Salesforce Shield. This created a single, compliant foundation capable of supporting automation and AI at scale while meeting both U.S. healthcare regulations and Europe’s GDPR requirements.

Phase 2: Health Cloud at the Point of Care

Health Cloud became the core system for managing implants, from device allocation and field deployment through implantation confirmation and follow-up. Surgical scheduling, device availability, inventory tracking, and post-procedure follow-up shifted from spreadsheets to structured workflows designed for accuracy and regulatory alignment. Noteworthy Health Cloud capabilities in the solution include Intelligent Sales and Care Registration to support field teams embedded directly in clinical workflows.

The organization’s field teams are often present in operating rooms alongside surgeons, and are responsible for confirming that the correct device is implanted and that every detail is captured accurately. Using Health Cloud, field teams can plan and coordinate site visits, support procedures on site, and register implanted devices directly to patients. Device configuration details, implant confirmation, and inventory removal are captured during or immediately after procedures, establishing end-to-end device-to-patient traceability.

This real-time capture at the point of care reduces risk, supports recalls or audits if needed, and ensures compliance across the device lifecycle.

Phase 3: Connecting Clinical Operations to Inventory and Finance

To support accurate inventory management, ForeFront integrated Salesforce with Microsoft Business Central ERP using MuleSoft. Automated synchronization of sales orders and inventory activity now gives teams real-time insight into device status and removes the need for manual reconciliation.

Phase 4: Automating Care Requests with AI

The final phase focused on automating care requests within Health Cloud’s Utilization Management framework. While Utilization Management provides the structure for managing care requests, ForeFront implemented MuleSoft Intelligent Document Processing (IDP) to operationalize and scale these workflows.

The AI-driven solution automates intake by extracting and validating data from faxes and PDFs, identifying missing information, and routing exceptions for review. Care request data models were designed to align with FHIR R4 standards, ensuring future interoperability with payer systems and avoiding costly rework as automation expands.

Together, these initiatives established an operating model where compliance, automation, and AI are designed to work together across the end-to-end care and device lifecycle.

The Outcome: A Connected, Automated Platform That Scales With the Mission

The organization now operates on a unified, AI-enabled platform with consistent governance across regions. Results include:

• Reduced care request intake time from over 15 minutes to under 2 minutes with AI-assisted care requests (an estimated 700% efficiency gain!)
• Faster implant scheduling and follow-up through automated Health Cloud workflows
• Reduced operating costs, with a small internal team replacing an outsourced operation
• Standardized operations across U.S. and EMEA regions with accurate, auditable inventory visibility
• Eliminated reconciliation errors through automated Salesforce-to-ERP integration
• Consistent compliance with FDA, HIPAA, GDPR, and PHI requirements

Most importantly, teams now spend less time on manual review and administrative work and more time supporting clinicians and patients. This shift became especially clear after the IDP launch demonstrated how AI-assisted automation can deliver speed, accuracy, and consistency at scale.

With this foundation in place, the organization is positioned to expand AI across more workflows and continue improving the patient journey. ForeFront will be there as a strategic partner every step of the way, guiding their evolution by applying AI to processes where it will have the greatest impact on patients, employees, and the business as a whole.