Case Study: Syntilio Platform on the AppExchange (Salesforce PDO)

Introduction

Tekunda helped Syntilio realise its vision of reducing the pressure on healthcare by facilitating personal and efficient unplanned care using insight-driven triage. We delivered Syntilio as a PDO-grade managed package on top of Salesforce Service Cloud, giving every stakeholder a single, secure, scalable platform.

For every care request, clinicians gain a 360° view of each client—including medical history, social context, and telemetry—tightened to urgent decision-making. The same platform activates formal and informal care networks, so care teams can deploy the right resources, at the right time, across an entire region.

Why Chose Tekunda

Syntilio asked for an enterprise-grade platform that could orchestrate unplanned care, unify disparate partner systems, and respect strict health regulations. Tekunda responded with a managed-package architecture that blends modularity, multi-tenant upgrade paths, and uncompromising governance. Queueable Apex jobs with guarded retries and chained follow-on scheduling keep the data fabric fresh, even while handling millions of telemetry updates or care-plan revisions. Each capability is surfaced through LWC, Experience Cloud, or omni-channel flows, so the front-line teams feel the impact immediately.

Because Tekunda is a PDO, we own the entire lifecycle: packaging strategy, security review preparation, licensing, and AppExchange operations. Clients trust us to keep their product roadmap in motion while staying compliant with local rules.

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Solution Breakdown

Insight-Driven Triage

Care teams start every engagement with a holistic, real-time dossier. Dynamic protocols, telemetry readings, social determinants, and medical notes flow into a single Lightning workspace. Omni-Channel routing flags the right specialist instantly, while RingCentral telephony and secure messaging initiate support in seconds.

Appropriate And Fast Follow-Up

The platform connects formal and informal care networks. Families, volunteers, community nurses, and specialists share one canvas—driving faster follow-up with full accountability. The system nudges human interventions only when necessary, reducing healthcare pressure without compromising outcomes.

A No-Code Triage Toolkit That Ships In Hours

Clinical leaders customise triage without waiting on deployments. Tekunda embedded a SurveyJS-powered React builder directly inside Salesforce via custom LWCs. Subject-matter experts drag and drop new assessments, flows, and reusable content, then publish instantly to the React triage app. Guardrails ensure no duplicate questions, no missing validations, and a consistent experience across teams. One regional partner launched a specialised fall-risk protocol in a single afternoon—something that previously took multiple sprints.

DataHub In Action

Interoperability is the backbone. When a new client is qualified in Syntilio, the DataHub automatically synchronises records with ECDs, tele-monitoring platforms, and scheduling apps—and vice versa. DataHub understands destinations dynamically: we compose headers on the fly, fan out to multiple external APIs, and apply recursive post-processing so every downstream system receives exactly the payload it expects.

Each callout is audited end-to-end. Destinations, payloads, responses, and status codes are persisted in Salesforce for operational dashboards. When something goes wrong, care teams investigate with full traceability and Tekunda’s support engineers already have the context they need. This “always-on audit trail” is why partners trust Tekunda to keep their data lakes, IoT brokers, and systems in check.

Built for scale and IoT, powered by stateless Azure Functions, DataHub processes millions of events with low latency and zero infrastructure overhead. GitHub Actions orchestrate every "hot swapped" API deployment, so releases move from feature branch to production with automated tests, security scans, and compliance gates.

CareHub

The CareHub managed package anchors remote monitoring in Salesforce Service Cloud:

• Flows orchestrate complex IoT device data and automate patient workflows.
• Custom LWCs provide omni/smart search, safety badges, and contextual insights.
• Apex services integrate on-demand with ECDs/EPDs, scheduling engines, and partner networks.
• The React triage app streamlines protocol execution for front-line workers.
• Omni-Channel routing pushes tasks, alerts, and escalations to the right responder in real time.
• RingCentral telephony integration enables direct provider–client communication.
• Experience Cloud portals empower patients, families, and partners with secure self-service.
• Salesforce Scheduler coordinates appointments across clinics and home-care teams.

Regional cooperation, asset tracking, and device monitoring (battery status, connectivity, fault detection) all live in one platform. Managed package modularisation—core, device, triage, portal—keeps upgrades predictable and extensible.

VideoHub

VideoHub delivers Telehealth purpose-built for acute and planned care. Developed with WebRTC, React Native, and LWC, it plugs into CareHub so clinicians can launch secure calls directly from the case dossier. Encrypted media streams, consent-aware logging, and intuitive UI elevate patient satisfaction while maintaining strict confidentiality.

Reliability & Governance You Can Trust

Tekunda’s architecture prioritises compliance and resilience:

• Standards-compliant interoperability: FHIR/HL7 APIs with optional SMART on FHIR for clinical data exchange.
• Event-driven sync: Salesforce Platform Events and server-less handlers (Azure Functions, IoT Hub) avoid polling.
• Resilience patterns: Retries, circuit breakers, and DLQs ensure no data loss—ever.
• Security: Encryption, OAuth 2.0/JWT handshakes, granular sharing, and event monitoring.
• Tenant-aware packaging: Licensing, isolation, and safe upgrade paths baked into every module.
• Metadata-driven configuration: Routing rules, questionnaires, and Experience pages are editable without code.
• Global readiness: Extensive localisation (cases, clinical objects, portals) supports multi-country rollouts from day one.
• Observability: Unified dashboards surface logs, callouts, and telemetry so teams act before issues escalate.

Tekunda’s Delivery Playbook

Our DevOps foundation mirrors what regulated industries expect. Every Salesforce change runs through Serpent pipelines: scratch-org spins, static code analysis, Apex/LWC tests, UI regression suites, and packaging checks happen automatically. Azure DataHub services use GitHub Actions for CI/CD with automated contract tests and security scanning. When Tekunda presses deploy, stakeholders already have the evidence they need to sign off.

We also operate a dedicated PDO success squad, architects, release engineers, and support specialists, who coach client teams on roadmap planning, differentiation, and AppExchange growth. The result is a predictable cadence of innovation that keeps Syntilio and its partners ahead of the curve.

Less Administration, More Impact

Every triage and follow-up step is automatically recorded. Case notes, telemetry, scheduling, and volunteer coordination sync in the background, so teams spend less time on manual updates and more time with patients. Managers gain real-time insights into caseloads, outcomes, and bottlenecks.

Conclusion: Elevate Your Salesforce Product

Syntilio’s success is a blueprint for any organisation building enterprise-grade Salesforce solutions. If you need a partner who understands managed packaging, compliance, interoperability, and go-to-market equally well, Tekunda is ready to help.

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Tekunda architects and implements Service Cloud, Sales Cloud, Health Cloud, Scheduler, Experience Cloud, IoT, and integrations. Let’s map how Serpent-powered releases, GitHub Actions, and managed-package engineering can accelerate your roadmap.

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