Migrating PathFinder from Medallia to Salesforce
Introduction
VA PathFinder, launched in June 2022, is a digital tool developed by the Department of Veterans Affairs (VA) that aims to transform the customer experience for those who are seeking collaboration with VA. PathFinder bridges a gap between vendors and VA providers when it comes to providing new and unique solutions for the Nation’s Veterans—consisting of a website that allows external users to submit innovative ideas, products, and services to improve VA health care.
The website facilitates connections between VA staff, vendors, and external collaborators with an emphasis on increased transparency and support for innovators. This process relies on robust data management and seamless feedback integration to support such initiatives. PathFinder originally used Medallia, a survey platform, to manage feedback and survey data. However, the program’s growing needs highlighted limitations within the legacy platform (Medallia) that resulted in a strategic transition to Salesforce.
The Challenges and Opportunity
The legacy platform served as an initial solution for gathering survey data, but it presented notable challenges as PathFinder’s requirements evolved:
- Limited Data Integration Capabilities: The legacy platform lacked the flexibility to integrate effectively with other critical VA systems. This gap restricted data sharing, delayed reporting, and hampered efforts to create a holistic view of PathFinder’s impact.
- Difficulty Customizing User Experiences: As PathFinder sought to incorporate more dynamic feedback mechanisms, the platform’s customization options were insufficient to adapt to these evolving needs. Adding customized emails and workflow automation became challenging. Although the platform offered Natural Language Processing Models, it failed to support a multi-relationship database model.
- Stakeholder Collaboration Barriers: Collaboration across multiple VA leadership teams and contractors became increasingly complex without a unified platform. The legacy platform’s standalone structure impeded PathFinder’s goal of creating an integrated, stakeholder-friendly environment for information sharing.
- Reporting and Analytics Constraints: The PathFinder program relies on comprehensive analysis for decision-making and continuous improvement. The legacy platform’s reporting features lacked the depth and flexibility PathFinder required to generate insights for VA leadership and other stakeholders.
The Solution
The transition from Medallia to Salesforce was driven by the need for a solution that would alleviate these pain points by supporting the following:
Seamless System Integration:
Salesforce offered the ability to integrate PathFinder’s operations with other VA systems—ultimately enhancing data accessibility and simplifying reporting processes. Using MuleSoft, PathFinder’s data was seamlessly integrated into Salesforce—creating an end-to-end feedback loop, and facilitating real-time access to responses. Additionally, once further enhancements were built for PathFinder, our team developed Salesforce Communities. In the past, contractors would email individuals who were interested in the PathFinder program, and a second individual responsible for operations would need to follow-up directly to share inquiry status updates. Salesforce Communities allow those who inquired to see the status of their inquiry in real time, which reduces many restraints.
Enhanced Customization for User Needs:
Salesforce provides greater flexibility than the legacy platform, allowing PathfinderPathFinder to implement customizable workflows, automated processes, and also was able to support a multi-relational database model which tailored reporting solutions that support the program's specific feedback requirements.
Improved Collaboration and Communication
As a centralized platform, Salesforce enables better information-sharing channels across VA leadership, contractors, and PathfinderPathFinder stakeholders. This integration reduces silos, improves collaboration, and allows leadership to make faster, data-driven decisions based on insights from consolidated feedback.
Advanced Analytics and Reporting:
Salesforce’s reporting tools empower PathfinderPathFinder with robust analytics and enables the team to generate detailed reports across various channels. The comprehensive insights from Salesforce provide PathfinderPathFinder with actionable intelligence to refine operations and track progress effectively.
Key Strategies
Blackberg took a series of strategies actions to migrate VA from its legacy platform to Salesforce.
Migration and Training
To facilitate a smooth transition, our team carefully migrated data from the legacy platform into Salesforce with an emphasis on maintaining data integrity. We developed comprehensive training guides, including 33 detailed user manuals and three micro-learning modules, to ensure all users could fully leverage Salesforce’s capabilities.
Risk Management
We established a risk log to track and address potential issues during the transition. This proactive approach allowed the PathfinderPathFinder team to anticipate challenges and swiftly mitigate risks, thus minimizing disruptions to VA operations.
Collaboration
Regular leadership and contractor sync meetings supported knowledge transfer and alignment during the migration. Additionally, as the dedicated point of contact, the contractor facilitated continuous communication to troubleshoot issues and ensure the successful adoption of Salesforce by end users.
Since implementing Salesforce, PathfinderPathFinder has experienced notable improvements, including streamlined reporting processes, enhanced user engagement, and greater trust from VA leadership. The move has improved feedback management while also positioning PathfinderPathFinder to continue scaling its impact with a solution that aligns with long-term goals.
The Result
Transitioning from Medallia to Salesforce was essential for PathfinderPathFinder to meet its growing data integration, customization, and collaboration requirement. Salesforce is now able to provide a more dynamic, integrated platform for PathfinderPathFinder. Furthermore, Salesforce has enabled PathfinderPathFinder to more efficiently foster a data-driven culture that prioritizes VA and stakeholder needs. To date, there are 176 subject matter experts that review PathfinderPathFinder submissions with fewer delays. The transition to Salesforce was challenging but necessary for the success and growth of the PathfinderPathFinder program.