Analytics & Intelligence Transformation Using Tableau

Client Overview

The client is a healthcare case and referral management platform that connects law firms, medical facilities, healthcare providers, and internal operations teams to manage injury-related cases efficiently. The platform supports end-to-end workflows including case management, medical visits, referrals, user onboarding, facility engagement, and operational tracking, with Salesforce serving as the core system of record.

To enable data-driven decision-making, the organization required a modern analytics layer that could deliver real-time insights across operational, clinical, and leadership teams.

Business Problem

Despite having rich operational data within Salesforce, the client faced multiple challenges in analytics and reporting:

· Highly complex Salesforce data model across cases, visits, facilities, providers, referrals, and users

· Heavy reliance on manual and fragmented reporting, increasing dependency on BI teams

· Limited real-time visibility into operational KPIs such as case status, treatment utilization, facility performance, and SLA adherence

· Inability for business users to ask plain-English questions and receive accurate, trusted insights

· Lack of standardized metrics, leading to inconsistent reporting across teams

These limitations slowed decision-making and reduced analytics adoption across the organization.

Solution Provided

MetroMax Solutions designed and implemented a Tableau Cloud and Tableau Next (Agent-enabled analytics) solution, tightly integrated with Salesforce.

Key Components of the Solution:

Governed Semantic Data Model

· Built a business-friendly semantic layer on top of Salesforce data

· Defined clear relationships between core entities such as cases, visits, facilities, providers, users, referrals, and feedback

· Standardized metrics and dimensions to ensure consistency across dashboards and AI-generated insights

Standardized Metrics & KPIs

· Defined reusable KPIs for case volume, case lifecycle, visit utilization, treatment intensity, user engagement, SLA compliance, and operational performance

· Ensured all stakeholders used a single source of truth for reporting

Interactive Dashboards & Reporting

· Delivered role-based dashboards including executive overviews, operational deep dives, facility and provider performance, and user adoption tracking

· Enabled dynamic filtering by time period, facility, provider, case type, and geography

AI-Powered Analytics (Tableau Agent)

· Enabled natural-language analytics on top of governed data

· Allowed users to ask questions in plain English and receive accurate, explainable responses aligned with business definitions

Scalable & Future-Ready Architecture

· Designed to support growing data volumes, new KPIs, and additional data sources

· Reduced long-term BI dependency and improved analytics adoption across teams

Business Impact

The solution delivered measurable value across operations, leadership, and analytics maturity:

Single source of truth for analytics across the organization
Faster decision-making with real-time operational visibility
Increased adoption of analytics across operational, leadership, and client-facing teams
Self-service analytics for business users, reducing BI team dependency
Improved trust in data through standardized metrics and governed models
Enhanced insights into case performance, treatment utilization, facility engagement, and user adoption

Outcome

The client successfully transitioned from fragmented reporting to a modern, AI-enabled analytics ecosystem, empowering teams with trusted insights, accelerating decisions, and laying a scalable foundation for future analytics and client-facing intelligence use cases.

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