Overview
Our lab client maintained thousands of active provider accounts in Salesforce Experience Cloud—including many duplicates or inactive identities. This led to unnecessary licensing costs, support overhead, and data hygiene issues. The lab client partnered with i-ology to modernize provider identity management, consolidate duplicates, and automate the suspension of inactive accounts.
The Challenge
Thousands of inactive accounts increased Salesforce licensing costs unnecessarily.
Duplicate provider identities caused support strain and data integrity issues.
Manual troubleshooting slowed down access, impacting provider satisfaction.
Lack of automated controls created operational risk related to access and PHI visibility.
SQL needed a governed, automated, future-ready identity management framework.
The Approach
i-ology partnered with the lab client to modernize provider identity lifecycle governance, reduce licensing waste, and eliminate duplicate identities.
Discovery and Strategy
Performed a full audit of provider accounts, inactive profiles, and duplicated identities.
Partnered with operations, IT, and security teams to define business rules for inactivity, consolidation, and identity hygiene.
Established goals around cost reduction, provider experience, and system-wide data accuracy.
Inactive Account Automation and Cleanup
Designed and implemented automated logic to detect inactive accounts based on client-defined criteria.
Created processes to suspend inactive accounts and reduce licensing waste.
Ensured clear auditing and traceability for compliance and governance.
Duplicate Detection and Identity Consolidation
Built detection mechanisms to identify new or existing duplicate provider records in real time.
Developed workflows to merge multiple provider identities into a single, authoritative record.
Reduced downstream support escalations and improved data integrity.
Modernized Account Structure and Synchronization
Transitioned provider identity to an email-based account model for clearer, more secure authentication.
Synced data across Snowflake, Salesforce, and their public web site to maintain alignment.
Provided consistent identity records across all operational systems.
The Outcome
Reduced Salesforce licensing expenses by cleaning up inactive accounts.
Improved provider access accuracy and reduced support burden.
Delivered a modern identity governance framework aligned with the client’s security policies.
Strengthened data integrity across Salesforce, Snowflake, and public-facing web site.
Technologies Used
Salesforce Experience Cloud • Snowflake • Umbraco • Identity Governance Logic • Duplicate-Detection Engine