The platform stopped being the constraint.
Omring is one of the largest elderly care providers in North Holland, delivering home care, residential care and rehabilitation from around 30 locations. Cloud Integrate separated its central Coordination Point into a dedicated, governed Salesforce environment and cleared years of technical debt from Service Cloud.
Omring · Thuiszorgteam, Grootebroek-Bovenkarspel Every process runs through the platform.
At Omring's scale, every operational process, from intake to coordination to case management, runs through the platform. When the platform itself becomes the constraint, the impact is felt across the entire care chain.
Three constraints, one shared org.
One org, competing functions.
The Coordination Point, Omring's central function for matching clients to care services, operated inside a shared Salesforce org alongside other business functions. Changes made for one function risked breaking another, access controls were difficult to enforce cleanly, and the Coordination Point's requirements were constrained by the broader org's configuration.
Debt that slowed everyone down.
The environment had grown organically, accumulating unused automations, redundant fields and outdated process flows: noise that slowed agents down and made reporting unreliable.
Data that could not be trusted.
Duplicate records, inconsistent field usage and incomplete case histories meant the information in the system could not always be relied on.
For an organisation responsible for vulnerable clients, unreliable data is not an inconvenience. It is a risk.
Separate. Then simplify.
Cloud Integrate delivered a two-track engagement. First, the Coordination Point was separated from the shared org into its own dedicated environment, with independent governance, tailored access controls and the freedom to evolve without being constrained by unrelated business processes; the separation was executed with full data migration, preserving historical records and continuity of operations. Second, a large-scale Service Cloud optimisation streamlined operational processes, removed redundant automations and unused configurations, improved data quality through cleanup and deduplication, and restructured workflows around how coordinators and care professionals actually work.
| From | To |
|---|---|
| One shared org for competing functions | A dedicated, governed environment for coordination |
| Changes that risked breaking something else | Changes made with confidence |
| Unused automations and redundant fields | A lean platform matching current processes |
| Duplicates and incomplete case histories | Data quality that makes reporting reliable |
| A platform adding complexity to care | A foundation reset to support it |
A foundation reset.
The Coordination Point now operates in its own governed environment: changes are made with confidence, access controls are clean, and the application evolves independently to meet the specific needs of client coordination. Across the broader environment, agents work with a streamlined interface that reflects current processes rather than accumulated history, data quality has improved through systematic cleanup, and reporting is reliable. The technical debt that was slowing the organisation down is cleared.
Supporting the care it delivers. Not adding complexity to it.
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