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Understanding the business
The Situation
Omring is one of the largest elderly care providers in North Holland, headquartered in Hoorn and operating across approximately 30 care locations with around 4,000 employees. The organisation delivers home care, residential care, and rehabilitation services to communities across the region. At that scale, every operational process (intake, coordination, case management) runs through the platform. When the platform itself becomes the constraint, the impact is felt across the entire care chain.
Business challenges
Omring's Salesforce environment had grown organically over time, accumulating configurations, custom objects, and process automations that no longer reflected the way the organisation worked. The Coordination Point, Omring's central function for matching clients to care services, operated within a shared Salesforce org alongside other business functions. The shared environment created governance and security concerns: changes made for one function risked breaking another, access controls were difficult to enforce cleanly, and the Coordination Point's specific requirements were constrained by the broader org's configuration.
Beyond the structural challenge, the Service Cloud environment carried significant technical debt. Unused automations, redundant fields, and outdated process flows created noise that slowed agents down and made reporting unreliable. Data quality had deteriorated through duplicate records, inconsistent field usage, and incomplete case histories, meaning that the information in the system could not always be trusted. For an organisation responsible for vulnerable clients, unreliable data is not an inconvenience. It is a risk.
The Results
Cloud Integrate delivered a two-track engagement. First, the Coordination Point application was separated from the shared Salesforce org into its own dedicated environment, giving it 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 ensuring continuity of operations.
Second, Cloud Integrate performed a large-scale Service Cloud optimisation across Omring's environment. This included streamlining operational processes, removing redundant automations and unused configurations, improving data management through cleanup and deduplication, and restructuring workflows to match how coordinators and care professionals actually work. The result was a leaner, faster, more trustworthy platform.
Outcomes
The Coordination Point now operates in its own governed environment. Changes are made with confidence, access controls are clean, and the application can evolve independently to meet the specific needs of client coordination. The separation removed the organisational friction of competing priorities within a shared platform.
Across the broader Service Cloud environment, agents work with a streamlined interface that reflects current processes rather than accumulated history. Data quality has improved through systematic cleanup, making reporting reliable and case records trustworthy. The technical debt that had been slowing the organisation down has been cleared, and with it, the foundation is reset for Omring to build on a platform that supports the care it delivers rather than adding complexity to it.