.svg)
Understanding the business
The Situation
Amsta is one of Amsterdam's largest care organisations, supporting thousands of clients across residential care, home care, and specialist services throughout the city. At that scale, the quality of care depends entirely on the quality of information available to the people delivering it. Every coordinator, every professional, and every team involved in a client's journey needs an accurate and complete picture of who that client is, what they need, and what has already happened. Amsta did not have a system that could provide it.
Business challenges
The operational reality for Amsta's care coordinators was one of constant reconstruction. Every client's journey was carried in the coordinator's head, their stage in the process, their document status, their family contacts, their placement history. Context was rebuilt manually with every client switch. Matching a client to the right location required months of accumulated knowledge about the care portfolio that existed nowhere in a system, meaning new employees could not perform effective intake without extensive knowledge transfer from colleagues already stretched across their own caseloads.
Waitlists were managed in Excel and personal records, with daily mutation checks from the ECD system performed manually, error-prone and easily missed. Facility management only learned of vacancies after move-out. Every unit turnaround began as an emergency with no lead time because there was no shared visibility between intake and facilities. Units sat empty while families on the waitlist waited.
Families felt the fragmentation directly. During the often lengthy waitlist period, they received no updates. Every interaction required re-explaining their situation from the beginning. When the time came for placement, medical records were requested at the last moment, leaving families collecting documentation under time pressure during an already emotionally demanding transition.
Compliance carried structural risk. Sensitive health data lived across paper, Excel, and email without access controls, encryption, or audit logging, leaving Amsta structurally non-compliant with NEN 7510 and GDPR. Assembling evidence for regulatory inspection took days of manual preparation, with no guarantee something critical wasn't missing.
The Results
Cloud Integrate implemented Salesforce Service Cloud as Amsta's unified care management platform. Every client now has one complete record: care application, family contacts, involved organisations, collected documents, full communication history, and current process stage, accessible to every authorised professional across every care setting. An automated matching system surfaces eligible locations based on assessed needs, guiding new and experienced employees through the same structured process. Institutional knowledge that had lived only in individuals now lives in the platform. Waitlist management moved from Excel to a structured, real-time system. Bed availability is detected automatically, with transfer flows triggering downstream processes the moment a move-out is registered; the unit flagged, the inspection initiated, facility management notified with days of lead time rather than none. Structured unit condition tracking during occupancy means the post-vacancy inspection confirms what is already known.
Family communication became a structured journey: facility information, practical guides, and updates delivered gradually across the waiting period so families arrive at placement already informed. Medical data requests are triggered predictively, one month before estimated availability. For compliance, platform-level AES-256 encryption protects all health data at rest. Permission-based access controls and full audit logging mean that when the Autoriteit Persoonsgegevens asks who accessed what and when, the answer is a report, not a manual search. Compliance dashboards provide continuous visibility into incident closure rates, access coverage, breach response times, and complaint handling metrics.
Outcomes
Amsta's coordinators now work from a complete, shared, real-time picture of every client. The knowledge that previously lived in individuals lives in the platform, meaning a new employee follows the same guided process as an experienced one, and continuity of care no longer depends on whether the right person is available.
Bed turnaround is tracked from vacancy to placement, with average days empty, days lost to delays, and the financial equivalent of downtime visible per location, making revenue leakage measurable and manageable for the first time. Families experience a fundamentally different journey through the waitlist period: informed, prepared, and met with context rather than asked to start from scratch. And Amsta's compliance posture has moved from reactive to continuous, not surviving inspections, but never needing to fear them.