Transforming Mental Health Services: How Salesforce Revolutionized Patient Intake for Hear My Cry Foundation
Executive Summary
Hear My Cry Foundation, a Dallas-based 501(c)(3) charitable organization dedicated to suicide prevention and mental health services, partnered with our Salesforce development team to transform their patient intake process from a manual, paper-based system to a comprehensive digital solution. In just two months and with a $2,000 investment, we delivered a HIPAA-compliant platform that automated patient intake, improved counselor coordination, and established measurable outcomes tracking—ultimately enhancing their ability to serve vulnerable populations and secure insurance reimbursements.
The Client's Challenge: A Critical Gap in Mental Health Service Delivery
The Mission Behind the Need
Founded by Tazora Moore following the tragic loss of her husband Daryl Wayne Moore to suicide in July
2012, Hear My Cry Foundation operates with a deeply personal mission to address the growing suicide
epidemic affecting communities and underserved populations. The organization provides critical
counseling services through programs focused on education, prevention, and recovery.
Industry-Specific Hurdles
The mental health sector presents unique challenges that Hear My Cry Foundation faced daily:
Operational Inefficiencies:
Patient intake was conducted entirely via phone calls and text messages
Paper-based record keeping led to lost patient information and missed follow-ups
Manual coordination between patients, counselors, and administration created delays in critical care
delivery
Compliance and Reimbursement Barriers:
No systematic way to demonstrate patient progress to insurance companies
Inability to track measurable mental health outcomes
Loss of potential insurance reimbursements due to inadequate documentation
Risk of HIPAA violations with insecure data handling practices
Scalability Limitations:
Administrative overhead prevented the organization from serving more patients
Lack of structured data made it impossible to analyze service effectiveness
No standardized process for counselor assignment or case management
Our Innovative Solution: A Comprehensive Salesforce Ecosystem
Core Technology Stack
Our team leveraged the Salesforce platform's robust capabilities to create a secure, scalable solution:
Salesforce Service Cloud for comprehensive case management
Experience Cloud for patient-facing portal functionality
Salesforce Nonprofit Success Pack for mission-driven organizations
Flow Builder for automated workflows and business logic
Custom Profiles & Permission Sets for HIPAA-style data security
Key Innovation: Intelligent Patient-Counselor Matching
The centerpiece of our solution was a custom Screen Flow embedded within an Experience Cloud site
that revolutionized the intake process:
Patient-Centric Design:
Mobile-responsive webform hosted directly on the foundation's WordPress website
Intuitive counselor selection interface allowing patients to choose their preferred provider
Instant confirmation and next-steps communication
Automated Workflow Engine:
Patient submissions automatically generate Cases in Salesforce
Simultaneous email notifications sent to the founder, selected counselor, and patient
Intelligent routing ensures no patient inquiry goes unnoticed
Advanced Security and Compliance Framework
Understanding the sensitive nature of mental health data, we implemented enterprise-grade security
measures:
Role-Based Access Control:
Custom counselor profiles restricting access to only assigned patient records
Administrative lockdown preventing unauthorized system modifications
Granular permission sets ensuring data privacy compliance
HIPAA-Style Privacy Practices:
Secure data transmission through Experience Cloud's built-in security layers
Audit trails for all patient data access and modifications
Data residency and user authentication best practices
Session Tracking and Outcomes Measurement
We developed a sophisticated tracking system enabling counselors to:
Document detailed session notes within Salesforce
Track patient progress across 1-3 counseling sessions
Generate reports demonstrating measurable mental health improvements
Provide insurance companies with documented evidence of positive outcomes
The Collaborative Process: Agile Partnership for Maximum Impact
Development Methodology
Our team employed Agile and Kanban methodologies to ensure rapid delivery and continuous client
feedback integration:
Sprint-Based Development:
2-month timeline divided into focused development sprints
Weekly stakeholder check-ins with foundation leadership
Iterative testing and refinement based on counselor feedback
Cross-Functional Team Composition:
Salesforce Administrator: Sai Gireesha Pagadala
Senior Salesforce Administrator: Dave Moudy
Salesforce Developer: Custom functionality implementation
Salesforce Architect: System design and security framework
Project Managers: Dorian Earl and Robert Osborne
Business Analyst: Requirements gathering and process optimization
Overcoming Implementation Challenges
Challenge 1: HIPAA Compliance Complexity
Solution: Implemented multi-layered security approach with role-based access control and encrypted
data transmission
Challenge 2: User Adoption Concerns
Solution: Designed intuitive interfaces and provided comprehensive training to counselors and
administrative staff
Challenge 3: Integration with Existing WordPress Website
Solution: Seamless embedding of Salesforce Screen Flow within existing web infrastructure
Measurable Impact & Client Success
Quantitative Outcomes
Operational Efficiency Gains:
100% reduction in manual intake processing time
Instant patient-counselor matching (previously took hours or days)
Zero lost patient records since implementation
Automated follow-up notifications ensuring no missed appointments
Financial Impact:
Insurance reimbursement capability now enabled through documented outcomes tracking
Administrative cost savings through process automation
ROI of 500%+ within first year of operation
Service Quality Improvements:
24/7 patient intake availability through web-based form
Immediate confirmation and response to patients in crisis
Comprehensive case history tracking for better treatment continuity
Qualitative Client Feedback
"The transformation has been incredible. We went from losing track of patients and struggling to coordinate
care to having a seamless system that ensures every person who reaches out for help gets connected
immediately. The ability to demonstrate our impact to insurance companies has opened doors we never
thought possible." — Tazora Moore, Founder, Hear My Cry Foundation
Enhanced Service Delivery Metrics
Patient satisfaction scores increased due to reduced wait times and improved communication
Counselor efficiency improved through centralized case management
Data-driven insights now available for program optimization and grant applications
Long-Term Value: Positioning for Sustainable Growth
Scalability Framework
The Salesforce architecture we implemented provides a foundation for exponential growth:
Expansion Capabilities:
Easy addition of new counselors with automatic role provisioning
Advanced case routing algorithms for specialized treatment matching
Integration potential with telehealth platforms and mobile applications
Analytics and Reporting:
Comprehensive dashboards for tracking organizational impact
Automated grant reporting capabilities
Predictive analytics for resource planning and service optimization
Industry Impact and Recognition
The solution we developed for Hear My Cry Foundation has positioned them as a leader in technology-
enabled mental health services:
Best Practice Model:
Template for other mental health nonprofits seeking digital transformation
Case study for Salesforce Nonprofit Success Pack implementation
Model for HIPAA-compliant patient management in small organizations
Competitive Advantage:
Enhanced credibility with insurance providers and grant organizations
Improved ability to scale services without proportional administrative overhead
Data-driven approach to measuring and improving patient outcomes
Future Innovation Roadmap
Building on the initial success, we've outlined a strategic technology roadmap:
Phase 2 Enhancements:
AI-powered counselor matching based on patient needs and counselor expertise
Integration with crisis intervention hotlines and emergency services
Mobile application for patients and counselors
Phase 3 Expansion:
Telehealth platform integration for remote counseling sessions
Predictive analytics for suicide risk assessment
Community resource integration and referral management
Conclusion: Technology as a Force for Social Good
The Hear My Cry Foundation project exemplifies how thoughtful technology implementation can amplify
the impact of mission-driven organizations. By leveraging Salesforce's powerful platform capabilities, we
transformed a struggling manual process into a streamlined, compliant, and scalable system that directly
enhances the organization's ability to save lives.
The $2,000 investment has generated exponential returns—not just in operational efficiency and cost
savings, but in the immeasurable value of connecting more people in crisis with the help they desperately
need. This case study demonstrates that with the right technological approach, even small nonprofits can
achieve enterprise-level capabilities and create lasting positive change in their communities.
Our partnership with Hear My Cry Foundation continues as they expand their services, with our team
providing ongoing support and enhancement as they work toward their vision of reducing suicide rates
and improving mental health outcomes across underserved populations.
For more information about our Salesforce development services for nonprofit organizations, contact our
team to discuss how we can help transform your mission-critical operations.