Teladoc Health’s path to growth: Streamlining global operations with an integrated cloud solution

What was the challenge?

“Teladoc Health grew significantly in a short amount of time — and it showed in our tech stack. Our system architecture consisted of multiple ERP and CRM platforms across 20 countries, plus dozens of third-party tools and platform add-ons. Combined with siloed, manual processes, this resulted in global operations that were complex and expensive to maintain. To continue to grow, we needed a global solution that could offer a single source of truth, decrease complexity and reduce operational costs.”

Describe the solution delivered by the PwC community of solvers.

“PwC and Salesforce helped consolidate our tech stack into a single integrated platform using MuleSoft. The new platform connected an Oracle-based ERP to a Salesforce-based CRM, giving us a clear view of our global operations and data from front to back. By consolidating applications and standardizing end-to-end processes, the solution yields more accurate customer information, better transparency and more accurate reporting. Plus, built-in AI tools helped uncover opportunities for automation. Now we have more data visibility, better insights to guide decision-making and new efficiencies that make it easier to meet global patient demand while adhering to localized requirements.”

How does the solution blend the strengths of technology and people?

“Our former structure created disconnected processes and siloed teams, which were further complicated by rapid international growth. With the MuleSoft solution, we have an integrated platform that shares data seamlessly across our global organization. Now we can see real-time sales, customer relationship, financial and supply chain data, all in one place. Handoffs between teams are automated, making them cleaner and simpler. Processes that used to take hours via multiple third-party applications now can take minutes. The new technological foundation has solidified our organization worldwide.”

Where or how did innovation and unexpected ways of thinking come into play?

“Harmonizing our global operations wasn’t just a question of updating technology. It was also a fundamental realignment of how we structured and organized information. Salesforce helped us get everyone to speak the same language, metaphorically, as we simplified and standardized models and processes across the board. The unified, integrated MuleSoft platform enabled us to reimagine our customer view with a clearer hierarchy and create more transparency across contractual arrangements. That meant fewer contracts for the sales team to manage when handling accounts. Salesforce also made it possible to rethink our product numbering process, which was crucial for streamlining order flow. By standardizing product structure, rules and definitions, we decreased duplicative data and significantly reduced the number of SKUs in our system. The result was a more consistent sales process with seamless automation from front to back.”