Topic
After launch
Why we stay in the system once it is live.
Success story · Healthcare
Qunomedical
Every enquiry is a patient journey.
Qunomedical connects patients with doctors and clinics at home and abroad, from hair transplants to dental treatment. Every enquiry becomes a journey of consultation, quote, appointment, payment and aftercare. All of it runs in Salesforce. We took over the org, rebuilt it for several brands and kept developing it while it was in daily use.
Patient journey
From enquiry to aftercare
Consultation, quote, appointment, payment and aftercare on one case.
Recreated view · data illustrative
01Fact sheet
Qunomedical at a glance.
Scope details from our own project communication.
- Client
- Qunomedical
- Industry
- Healthcare · Medical travel
- Role
- Salesforce consulting · Development · Operation and evolution
- Services
- Modernisation & software architecture · Operation and evolution
- Platform
- Salesforce Sales Cloud, Experience Cloud (partner portal), Marketing Cloud
- Application
- “Patient Management” app for sales, patient care and finance
- Functions
- Multi-brand sales processes, Doctor Finder and Doctor Calendar, quotes, invoices and payments, clinic communication
- Operation
- Service desk with ticket reviews; releases via sandbox, test protocol and deployment checklist
02Starting point & goal
One org, many brands.
The Salesforce org had grown over years. Alongside Qunomedical, further brands were to work in it, each with its own treatments, teams and sales processes. At the same time the Opportunity object, the record behind every patient enquiry, had hit its custom field limit, and much of the automation still sat in workflow rules and Process Builders. The org could not stand still: patients book every day.
- Keep several brands cleanly apart in one org
- Keep the patient journey in one flow, from enquiry to aftercare
- Automate appointments, quotes and invoices
- Clean up the org without breaking running processes
03Multi-brand
Each brand with its own process.
A new brand brings its own leads, its own stages and its own responsibilities. We built a repeatable pattern for it: record types, sales processes and page layouts per brand, plus roles and sharing rules that show data only to the team in charge. On lead conversion, a flow picks the right Opportunity type from brand and treatment group, with no manual choice.
Brand
Its own process
Stages, layouts and visibility per brand instead of one form for all.
Recreated view · data illustrative
Stages that update themselves
When a request goes to the clinic, the Opportunity moves to “Hospital contacted”. When a quote is created, it moves to “Quote sent”, and with the booking to “Booking made”. The stage follows what actually happened, and reports are right without manual upkeep.
Stage historyOPP-18 442
Booking made12/04 · down payment booked
Quote sent08/04 · quote created
Hospital contacted05/04 · request sent to clinic
Consultation02/04 · appointment attended
The stage follows the case, not manual upkeep.
Clinic communication via portal or email
If a clinic works in the partner portal, records and notifications are created there. If it works without the portal, it receives an email with a link to a web page where it confirms appointments, prices or flight details. For the team it is the same case either way.
clinic-confirmation · request
Request OPP-18 442 · Partner clinic Istanbul
Please confirm appointment, price and arrival.
Patient: Jonas Beispiel · Treatment: dental implants · Doctor: Dr A. Muster
- Treatment appointment
- 19/05/2026, 09:00
- Price as quoted
- €4,180.00
- Arrival
- 18/05/2026 · flight XY 123, 14:35
- Transfer
- Airport pick-up
Note to the team (optional)
Suggest a changeConfirm
Recreated view · data illustrative
04Appointments & payments
The right doctor's appointment, no back-and-forth.
Consultations, surgery preparation, surgery and aftercare run through Doctor Finder and Doctor Calendar in Salesforce. We developed both further: a 45-minute consultation now only lands in slots it fits into. Absences no longer show up in the search for the next free appointment. Before reserving, the system checks whether the slot has been cancelled in the meantime, and double bookings are ruled out.
Calendar
Fits or doesn't
Duration, absence and cancellation are checked before booking.
Recreated view · data illustrative
Appointment types as configuration
Which consultation types a brand offers, whether a consultation is paid, and what surgery preparation and aftercare cost are settings on the brand. A new appointment type is maintenance, not a development project.
Appointment typesBrand B
First consultationVideo · 45 minfree
Specialist consultationOn site · 45 min€90.00
Surgery preparationOn site · 60 min€150.00
AftercareVideo · 30 min€60.00
A setting on the brand, not development work.
From quote to invoice
When a patient accepts a quote, Salesforce creates the down-payment invoice with its PDF. Incoming payments are booked against the invoice; the remaining payment and final invoice follow automatically. If someone overpays or cancels the treatment, a refund is created. We walked through each of these cases in a test protocol before it went into production.
patient-management · invoices
OpportunityLena Muster · Hair transplant+ Follow
- Total
- €3,250.00
- Paid
- €2,000.00
- Open
- €1,250.00
- Next due
- 07/05/2026
Invoices (3)
| Invoice | Type | Amount | Open | Due | Status |
|---|---|---|---|---|---|
| INV-04 112 | Down payment | €500.00 | €0.00 | 15/04/2026 | Paid |
| INV-04 131 | Remaining payment | €2,750.00 | €1,250.00 | 07/05/2026 | Partially paid |
| INV-04 146 | Final invoice | €3,250.00 | €1,250.00 | 28/05/2026 | Open |
Incoming payments (2)
- Bank transfer12/04 · INV-04 112€500.00
- Credit card02/05 · INV-04 131€1,500.00
Refunds (0)
Created on overpayment or cancellation.
Finance
Status per invoice
Open, partially paid, paid, overdue: calculated from the payments, not set by hand.
Recreated view · data illustrative
Alongside the projects ran the service desk: bugs, small features, data corrections, certificates and integrations such as Twilio. Tickets were prioritised weekly with the business team, and every change went to production via sandbox, testing and a deployment checklist.
Operation and evolution05Outcome
An org that grows with the business.
New brands can be added following a proven pattern. Appointments, quotes and invoices run automatically, and the org has room again for whatever comes next.
Confirmed
- 536 Opportunity fields analysed
- 262 classed as outdated or deletable and agreed with the business team
- Workflow rules and Process Builders for leads, accounts and opportunities moved to Flows
- Whole interface translated into German
143,000+
Patient cases in the system
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AMPERE.IQ
An energy manager that shifts consumption into the cheapest quarter-hours automatically: IoT cloud and a native app.
//Read on
Service
Modernisation & software architecture
Replacing grown core systems step by step, while they run.
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