B. Braun Medical stays compliant whilst reaching out to healthcare organisations thanks to PhoneTools

B. Braun Medical stays compliant whilst reaching out to healthcare organisations thanks to PhoneTools

With PhoneTools, we found that around 20% of doctors surgeries and health centres are registered on the CTPS, meaning they have opted out of live marketing calls.

Matthew Metcalfe, Business Technology Manager, B. Braun Medical Ltd

Finding a new process for connecting with healthcare organisations

B. Braun develops effective solutions and guiding standards for the healthcare system in a constructive dialog with their customers and partners. B. Braun Medical Ltd. is a subsidiary of the B. Braun Group and is one of the leading providers of international Healthcare products in the UK. 

As part of a changing healthcare landscape since COVID-19, B. Braun needed to establish a new business process to reach out to healthcare organisations safely whilst staying compliant with UK privacy laws. 

B. Braun needed to call healthcare organisations

Before the COVID-19 pandemic, B. Braun, like many medical technology companies, would connect with healthcare organisations by having reps visit locations in person. Since COVID-19, the preferred approach for connecting healthcare product providers and healthcare organisations has shifted away from in-person.

With phonecalls becoming the first point of contact, B. Braun needed a new process in place.

Staying compliant with UK privacy laws

Since the arrival of the Privacy and Electronic Communications Regulations (PECR) which sit alongside the Data Protection Act and GDPR, it is illegal for UK entities to cold call people and businesses who have opted out of unsolicited live sales and marketing calls. This opt out register is called the the Telephone Preference Service (TPS).

B. Braun needed to be able to quickly screen healthcare organisation phone numbers against the Telephone Preference Service to check if their reps could call them for marketing purposes.

Keeping users on the Salesforce platform

Well-embedded on the Salesforce platform with a multi-cloud implementation, finding a solution that enabled B. Braun to build their marketing call process on Salesforce was a big win. They looked at directly licensing the Corporate Telephone Preference Service (CTPS) themselves as well as searching on the AppExchange, which is when they found PhoneTools by ProvenWorks.

Implementing and onboarding staff quickly

“It took almost no time at all to train our users; the concept takes longer to explain than the app.”

Matthew Metcalfe, Business Technology Manager

Built for the Salesforce platform, PhoneTools has a user-friendly component that can be placed on any object to screen the record’s phone numbers. After either a manual or automated screening job, PhoneTools shows the status of each phone number using a simple traffic light system. 

With PhoneTools in place, B. Braun reps can clearly see at a glance, without leaving the Salesforce platform, whether the healthcare organisation is registered on the Corporate Telephone Preference Service database or if it is safe to call.

Making marketing calls with a seamless compliance process

“PhoneTools provides us with an easy, simple and incredibly clear method of showing the preference of healthcare organisations to receive marketing calls.” 
Matthew Metcalfe, Business Technology Manager

Since using PhoneTools to screen healthcare organisation phone numbers, B. Braun has found that: 

  • Around 20% of doctors surgeries and health centres are registered on the CTPS, meaning they have opted out of live marketing calls. 
  • 141 UK hospitals are registered on the CTPS, including large teaching hospitals and major chains.
  • They have avoided facing fines of up to £500,000 in place for breaches of PECR regulations.

Thanks to PhoneTools, B. Braun has empowered their reps to confidently reach out to healthcare organisations compliantly without adding additional friction and effort to the marketing call process.

Why B. Braun Medical Ltd recommends ProvenWorks

Business Technology Manager, Matthew Metcalfe says:

“PhoneTools is simple to install and get running, it provides a clear, cost effective method of navigating C/TPS screening.” 

And when it comes to working with the ProvenWorks Support team:

“The support team were helpful and incredibly responsive, questions were answered quickly and effectively.”

Get compliant with PhoneTools

Whether you’re a healthcare product provider reaching out to healthcare organisations, or you work in any industry and plan on making live marketing calls to prospects, it’s vital to screen your phone numbers against the Telephone Preference Service.

Get in contact with us to discuss how PhoneTools could be your in-Salesforce solution for staying compliant. It’s that simple.


Are you cold calling UK phone numbers? Screen against UK TPS and CTPS lists to stay compliant with UK privacy laws. Learn more and book a demo.

Updating your solutions for Legacy API Retirement in Summer ‘22

What Legacy APIs are Salesforce retiring?

As part of their Summer ‘22 Release, Salesforce has announced the retirement of a number of legacy APIs.

Versions 7.0 through 20.0 of the Salesforce Platform SOAP, REST, and Bulk APIs will be deprecated and no longer supported as of the Summer ’22 release.

This means that these legacy APIs, and third-party integrations that rely on them, will cease to function after the release.

When are the Legacy APIs being retired?

Salesforce announced that June 10 and 11 2022 is the final release weekend when all remaining Salesforce instances are upgraded if they haven’t been already.

Legacy API Retirements and ProvenWorks solutions

To ensure that you do not encounter any issues with AddressTools, SimpleImport, IndustryComplete or PhoneTools, we recommend ensuring that your current version is or is later than the versions listed in this post. If you need advice on how to upgrade an AppExchange managed package, please see the resources linked at the end.

We have listed the version of each tool, including a link to its latest AppExchange listing, that you must be on in order to be using supported APIs.

AddressTools Premium:


AddressTools Free:


Address Verification Flow Component:


SimpleImport Free:


SimpleImport Premium:









Prepare for Legacy API Retirement in Summer ’22 – Salesforce Developers’ Blog

Salesforce Platform API Versions 21.0 through 30.0 Retirement – Salesforce Help

Salesforce Summer ‘22 Release — Here’s What to Expect – Salesforce News

Salesforce Summer ’22 Release Notes

Don’t Miss These Key Dates: Summer ’22 Sandbox Preview

How to upgrade your ProvenWorks solution

We wrote a handy four-step guide to walk you through how to upgrade your AppExchange solutions.

Contact us

If you’re worried about how the API retirements might affect you and your ProvenWorks solution, please don’t hesitate to contact us.

Get ready for PhoneTools 2.0 (Spring ‘22 Release)

We’re excited to announce that PhoneTools 2.0 (Spring ‘22 Release) has arrived!

PhoneTools lets you screen your numbers against the TPS and CTPS databases, keeping you compliant with UK data privacy laws – all within Salesforce! With the much-anticipated addition of flow functionality and brand new support documentation, let’s take a closer look.

Screen your numbers in a Salesforce flow

Let’s quickly recap PhoneTools so far. PhoneTools already allows you to schedule automated nightly record screening, specifically records that have not yet been screened or have their Next Screen Due Date in the past.

Whilst practical, this leaves a window of time after the record is inserted/updated where the numbers won’t be screened until the next nightly batch job or manual user interaction.

That’s where flows come in to fill the gap.

PhoneTools 2.0 can be used within the powerful process automation tool that is Salesforce flow. What does this look like in practice? This means that you can now queue an immediate TPS and CTPS screening job to get the numbers’ screening statuses in seconds*!

With the flow, PhoneTools will queue a screening job automatically so there’s no need to wait for a nightly screening job. Equally important, is that you no longer need to rely on the user to manually click ‘Screen Phone Numbers’. Crucially, this means you can remove responsibility from your users and automate the process… what a business win!

How can you use your flow? Our best practice recommendation is to queue your screening jobs on insert and update to make sure your org has a shorter period of time holding data without a valid screening status. The outcome? Streamline your sales team’s operations and let them focus on what they do best, selling!

*This relies on an asynchronous Salesforce Future Methods – times may vary depending on your org.

Does this replace my existing method of screening numbers?

This flow functionality is designed to be an additional method to screen numbers on top of what you already have configured. The nightly batch job is key for picking up those records when they’re overdue and the ‘Screen Phone Numbers’ button is helpful for re-opening old prospects. The flow functionality is designed to minimize the gap between inserting new data and providing a status as soon as possible without user interaction.

Tried and tested documentation

With the addition of flow capabilities, we’ve published some new documentation to walk you through our recommendation for configuring the PhoneTools flow.

By the end of the guide, you’ll have your own flow configured and ready to screen those inserted and updated numbers. With the flow, you’re good to go!

How do I access PhoneTools 2.0 (Spring ‘22)?

Great question! In order to access PhoneTools 2.0, you will need to upgrade your package version from the AppExchange. If you haven’t installed PhoneTools, why not use our two week free trial?

Need a bit more help? Check out our handy guide: How to upgrade an AppExchange App in 4 steps.

If you get stuck or have any questions, feel free to contact our Support team who are more than happy to help you:


Screen against UK TPS and CTPS databases to stay compliant and avoid fines. Learn more and book a demo.

PhoneTools: Queue a Screen Immediately with a Salesforce Flow

Automated phone screening functionality covered so far in this installation walkthrough will screen records nightly that have not yet been screened or have their Next Screen Due Date in the past. Whilst practical, this leaves a space of time between the record being inserted/updated where the numbers won’t be screened until the next nightly batch job or user interaction.

That’s where flows come in to fill the gap.

Create a flow to screen the record

  • Go to Salesforce Setup | Flow.
  • Select New Flow.
  • Choose Record-Triggered Flow.
  • Search and select the object that you are configuring the process for.
  • Set Trigger the Flow When to A record is created or updated.
  • Select Done.

The flow will now be ready to start adding elements to.

  • Select the Decision Logic and drag it under the Start element.
  • Label: Is NULL or Overdue
  • API Name: IsNULLorOverdue

Under New Outcome:

  • Label: True
  • Outcome API Name: True
  • Condition Requirements to Execute Outcome: Any Condition Is Met (OR)
  • Resource: {!$Record.pw_pss__NextPhoneScreenDue__c} Note: this field will be the Next Screen Due Date field which may be custom dependant on your configuration.
  • Operator: Is Null
  • Value: {!$GlobalConstant.True}
  • Select Add Condition
  • Resource: {!$Record.pw_pss__NextPhoneScreenDue__c}
  • Operator: Less Than or Equal
  • Value: {!$Flow.CurrentDate}
  • Select Done

The decision element will now be shown in the flow and needs connecting to the start element.

Select and hold the connecter point on the Start block and drag it to the Decision element. This will create a connection between the two elements.

Now we need to add the Phone Screening element to the flow.

  • Select the Action Interaction and drag it under the Decision element.
  • In Action, search for Phone Screening and select the suggested item.
  • Label: Screen Phone Numbers
  • API Name: ScreenPhoneNumbers
  • ID of Record to Screen: {!$Record.Id}
  • Select Done.

The Screen Phone Numbers element will now be shown in the flow and needs connecting to the Decision element where the outcome is True.

  • Select and hold the connecter point on the Decision block and drag it to the Screen Phone Numbers element.
  • A modal will appear with an Outcome option. Choose True.
  • Select Done.

The flow is now configured and ready to Save and Activate. Repeat this process for each object that needs the functionality enabling for.

Summary of the functionality

When inserting or updating a configured record in Salesforce, this flow will now queue a task to screen the record immediately. This functionality relies on Salesforce Future Methods. Due to this dependency the results may not always appear visible immediately after record insert or update and the page may need to be refreshed before the statuses update. It is still advised to rely on the automated batch job to pick up all overdue records on its nightly run.

Back to the PhoneTools installation walkthrough

PhoneTools: Bind the formula to a Field to Screen setting

Configure the setting

We’ve now created a formula field containing the containing the conditions for screening a record, and we should also now have our phone fields configured in the Fields to Screen settings.

To add the formula field to a Field to Screen setting:

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Configuration tab.
  • Select Edit next to one of the Fields to Screen rows where the formula should be applied.
  • Search and select the formula under Formula Field.
  • Press Save.

When the setting has been saved, the formula value will be updated for any configured phone field on the same object that is enabled for screening.

Back to the PhoneTools installation walkthrough

PhoneTools: Define a formula

What is a formula and how is it useful with PhoneTools?

A Salesforce Formula Field is a read-only field that derives its value from a formula expression you define. These are added to objects and their value is calculated per record. Each record can have a different output dependant on the formula expression that was written.

So how is this useful for PhoneTools?…

In some organisations, not every record needs screening so a quick way to identify whether a record needs screening is by defining a formula that calculates this for you.

What should my formula contain?

If in doubt, your formula should always edge on the side of caution as it is more important to screen records that you are unsure of versus rule them out from screening. It is important to review the criteria with your compliance team to identify what indicates whether a record can be excluded from screening. This will be organization-specific and as a result, can work out better to screen all records and ensure you’re TPS and CTPS compliant.

Creating a formula

In this example, we’ll assume that all records that need screening exclusively sit on records that contain “United Kingdom” in the country field.

  • Go to Salesforce Setup | Object Manager.
  • Select the object where you need to define a formula.
  • Select Fields & Relationships.
  • Select New.
  • Choose Formula.
  • Provide a Field Label and Field Name.
  • Select Number.
  • Set Decimal Places to 0.
  • Select Next.

If the formula results in “1”, the record will be screened.

If the formula results in “0”, the record will not require screening.

Using the above logic, we can now define a formula to meet our criteria. By creating an IF statement, we can query the record on meeting certain criteria. See the example below that checks if the record’s Billing Country field contains “United Kingdom” or is NULL.

IF(OR(BillingCountry=’United Kingdom’,ISBLANK(BillingCountry)), 1, 0)

When your formula is complete, select Save.

With a formula now created on the object, we need to apply it to the Fields to Screen section. Continue to the next article to complete this action.

Back to the PhoneTools installation walkthrough

Salesforce Sales Engagement (High Velocity Sales): save time and stay compliant

Sales reps only spend 1/3rd of their time selling

According to the third edition of the Salesforce State of Sales report, inside sales reps spend on average 34% of their days only selling. The rest of the time they’re busy seeking out prospects, planning tasks and entering data. In addition, reps end up using on average 6 different tools to manage their sales activity.

With this in mind, it’s clear that something needs to change.

Sales Engagement: less admin, more selling!

Two of the main benefits of selling with Sales Engagement are the Lightning Sales Console and Work Queues. With these tools you have highly tailored and centralized workspaces which enable your sales reps to view everything on one screen.

Reps can see and manage their work queue in one place whilst simultaneously viewing all of the relevant information related to the lead or contact. Viewing and interacting with tasks efficiently means more time selling!

See everything in one place with Sales Engagement

How do sales reps know if they can call a prospect?

If you’re cold calling as part of your sales strategy, you need to be careful. The country you’re operating in might have a registry of numbers it is illegal to call. For example, the USA has the ‘Do Not Call’ registry and the UK has the ‘Telephone Preference Service (TPS)’. You can get hit with hefty fines for noncompliance.

If you don’t know about the Telephone Preference Service (and corporate equivalent), then don’t worry! Ruth, our Marketing Director, wrote up this really handy guide to tell you everything you need to know.

If you are up to speed, then ask yourself how efficient is your process? Your reps could be wasting a lot of time using an external service to screen numbers. And can you really trust that a process involving extra manual effort is actually being done?

PhoneTools provides manual and automated TPS and CTPS screening right from within Salesforce. This means sales reps can see at a glance whether the number is safe to call or not.

How do sales reps know when to call a prospect?

Having all of your sales information in one place is great, but it’s what your reps do with it that counts. This is where a nifty piece of AddressTools functionality comes in.

Reaching out to a prospect at 2am or scheduling a meeting without considering their timezone frustrates the client and leaves your sales reps feeling unproductive.

AddressTools is great for making sure your address data is verified, validated and standardized, but it also displays the current time to the sales rep. Best of all, it’s right there within Salesforce so no extra windows or manual effort for your sales team! This small piece of functionality can make a huge difference for both the sales rep and client experience.

Sales Engagement: optimizing your sales process

In this article you’ve learned the importance of:

  • taking the time to review your sales process
  • cutting down on the number of different tools you need
  • keeping everything at your sales reps’ fingertips in Salesforce

What’s left? Make those changes and watch how you save time, stay compliant and ultimately sell more!


Screen against the UK TPS and CTPS databases to stay compliant and avoid fines.


The award-winning package for address standardization, validation and verification.

PhoneTools: Schedule a daily batch screening job

  • Go to App Launcher | PhoneTools Administration.
  • Navigate to the Screening tab
  • Within the Scheduled Screening section, select Enable Scheduled Screening to create a Scheduled Job that will execute each day, screening Not Screened and Overdue numbers.
  • To manage or delete the scheduled jobs, select Click here to view or delete scheduled jobs using the Salesforce Scheduled Jobs viewer.

PhoneTools will now have a daily job to execute a batch job to screen all configured records that have not yet been screened or are overdue. This is calculated from the Next Screen Due date field on the records.

Back to the PhoneTools installation walkthrough

PhoneTools: Interactive record screening


If you’ve completed Adding the PhoneTools lightning component to a record app page then it’s good news! You have instant access to interactive record screening. As a system administrator, you can sample this functionality immediately by navigating to a record where the component is configured and click the Screen Phone Numbers button.

…But the interactive record screening feature is rarely just for use by a system administrator so permissions need to be granted to your users.

Granting permissions to use interactive record screening

Users wanting to use interactive screening must have the editable permissions to each of the phone status fields required by PhoneTools.

  • Phone Status Field
  • Next Screen Due Field
  • Screening Results Field

The users must also have at least read access to all the configured phone fields on the object. For example:

  • Phone
  • Mobile

These permissions can be granted on the profile itself or via a permission set.

Back to the PhoneTools installation walkthrough