during client screenings
Egyptian Health Department (EHD), a regional public-health agency in southern Illinois, coordinates integrated healthcare, prevention, and community support for individuals and families across social, behavioral, and physical-health needs. To bring order to a patchwork of legacy tools, the department partnered with Velvetech LLC to implement Creatio’s agentic CRM, creating a single environment for screening, care coordination, and reporting.
Early results already reflect the operational shift: manual data entry during screenings has fallen by 50%, reporting is 60% faster, and the department anticipates cutting integration and maintenance costs by nearly half once all modules are fully deployed. These gains demonstrate how consolidating systems, automating workflows, and adopting a no-code, AI-ready architecture can reshape public-health operations at scale.
We’re seeing the impact in very concrete ways, less manual entry, faster reporting, and a clear path to cutting integration and maintenance costs nearly in half.
Key Deliverables
Unified Client & Case Management Hub
Centralized screenings, care coordination, referrals, and outcomes in one system, replacing multiple disconnected third-party tools.
Automated No-Code Workflows for Case Coordination
Applied no-code workflows and tasks routing, automated referrals, and care-plan updates that can be adjusted quickly without coding or reliance on external development support.
Self-Service Customer Portal
Created a portal for parents and clients with secure access to care plans and progress updates, extending Creatio’s environment to families and caregivers.
One-Click Compliance Reporting
Automated CMS and state reporting—reducing days of manual compilation to near-instant generation.
Integrated Population-Health & Claims Data
Imported Medicaid HFS client and claims data into Creatio for analytics, compliance, and population-health monitoring.
Telephony-Integrated Screening
Embedded Velvetel telephony so staff can initiate calls, capture consent, and log screening responses directly in Creatio.
AI-Ready Data Foundation
Established a structured data model to support future AI analytics, including forecasting client volumes, identifying high-risk cases, and evaluating program-demand trends.
Addressing High Complexity. Low Visibility. Rising Costs.
EHD previously managed screenings and care coordination across several siloed systems, each covering only part of the workflow. Staff depended on manual reconciliation, file exchanges, and costly integrations to keep records consistent, often at the expense of direct service.
Lacking a single source of truth and facing rising vendor costs, the department sought a unified platform that could support intake, assessment, referrals, and outcome tracking while meeting healthcare compliance requirements. As Egyptian Health Department evaluated replacement options, Creatio offered a way to consolidate systems, lower integration overhead, and regain full control of data and processes. With Velvetech’s implementation expertise, Creatio became the foundation for consolidating multiple tools into a single, easy-to-maintain system.
We selected Creatio because it provides the flexibility and scalability required for healthcare coordination while supporting strict compliance and data-governance standards. Its no-code process engine allows us to rapidly configure complex workflows that match our unique operational model.
Preparing Public Health Operations for an AI-Driven Future
Creatio’s AI readiness was a defining factor in the department’s platform selection. The department needed a system capable not only of unifying data but of eventually applying machine intelligence to improve public-health coordination. With Creatio, Egyptian Health Department can layer AI analytics onto a clean, consolidated data model, supporting use cases such as identifying at-risk clients, forecasting service-utilization trends, and automating eligibility validation as program rules evolve.
The no-code architecture reinforces this foundation by allowing administrators to adapt workflows, dashboards, and automations quickly, ensuring that AI models can be deployed and refined without custom development. Over time, EHG plans to deepen interoperability with state-level data sources and expand AI-enabled features through the Customer Web Portal, creating a more predictive and responsive health-coordination ecosystem.
What matters most in public health is deploying AI safely. Creatio gives us a controlled environment where we can automate tasks and eventually use AI to assist our staff—identifying risks, surfacing insights, and improving coordination without adding complexity.
From Foundation to Full Coordination, Built in Agile Phases
Implementation was built on a modular approach led by Velvetech, who guided EHD through the rapid buildout of a unified operating environment. The team first established core structures (authentication, role-based permissions, and standardized client records), ensuring all worked from consistent, privacy-compliant data.
With the foundation in place, screenings and coordination are now seamlessly embedded into Creatio workflows. Additionally, Telephony application was integrated directly into the platform, allowing coordinators to place calls, capture consent, and record questionnaire responses in real time, reducing manual work and improving data quality.
Because our Telephony Connector is built specifically for the Creatio marketplace, it plugs into the platform’s data model without custom work. That ensures high-quality input from the very first call, allowing workflows, scorecards, and care plans to operate with far greater precision.
Creatio now automates follow-up actions as well. Completed screenings trigger tasks, referrals, scorecards, and care-plan updates through no-code workflows, enabling multidisciplinary teams to track and manage client needs, shared care plans, track goals, and monitor progress from one interface.
Extending Access with a Secure Customer Web Portal
To engage users directly, Velvetech introduced Customer Web Portal. Parents and clients can securely log in to review their care plans and follow progress, creating a digital bridge between the internal coordination teams and the communities they serve. Over time, the portal is expected to expand with additional self-service features, increasing transparency and participation in the care journey.
We designed the portal to interoperate seamlessly with the underlying coordination platform. It delivers secure, role-based access to care-plan information while maintaining the data-governance standards required in public-sector health environments.
Turning Compliance into a One-Click Process
Regulatory reporting—once a resource-intensive, manual process—is now automated within Creatio. Quarterly and annual submissions that previously took several days to compile are generated almost instantly, using complete and consistent data from the unified platform.
The system supports mandatory reports such as Food Security, Housing Stability, and Depression Screening, along with broader CMS and state reporting requirements. Medicaid HFS client and claims data is imported into Creatio to support analytics, audits, and program evaluation. This shift not only reduces the reporting burden on staff but also strengthens audit readiness and program accountability.
Creatio gives us the governance structure we need for modern public-health operations. Our reporting is not only faster, but it’s consistent, transparent, and audit-ready the moment we generate it.
About Velvetech LLC
Velvetech is a digital transformation and software development firm specializing in CRM, AI, telephony, and workflow automation. As a certified Creatio partner, Velvetech delivers complex implementations with a no-code-first methodology, supporting healthcare, financial services, insurance, and public-sector organizations.
This project is supported by the Centers for Medicare and Medicaid Services (CMS) of the U.S. Department of Health and Human Services (HHS) as part of an award totaling $14,666,734 with no percentage financed with nongovernmental sources. The contents are those of the author(s) and do not necessarily represent the official views of, nor an endorsement, by CMS, HHS or the U.S. Government.
