The Veterans Crisis Line (VCL) is a vital service that connects Veterans and their families to immediate help through phone, text, and online chat. Over 4,000 Veterans Affairs (VA) team members depend on its case management system to track interactions and make sure Veterans get the care they need. The old system, called Medora, was a custom .NET application running on local servers. After 16 years, it became unreliable, hard to update, and prone to downtime, putting lives at risk when fast response matters most.

Switching to a new system was difficult. VCL staff were used to Medora and couldn’t stop working for long training sessions. A previous attempt to update the platform had failed because the new interface was too different and interrupted staff workflows. With more than 1.3 million calls and 100,000+ unique web chat sessions each year, VCL needed a solution that could handle heavy use and improve security, without disrupting critical services.

Booz Allen rebuilt the VCL system in Salesforce, choosing a cloud-based platform for its proven reliability, security, and ability to scale. Booz Allen was able to modernize the VCL case management system, Medoraforce, while simultaneously sustaining the legacy application. This reduced risk and preserved uninterrupted operations during development. Unlike typical modernizations that launch with a minimum viable product (MVP), VCL required an MVP that was fully functional at go-live because the legacy system could not be turned off unless the modernized platform could fully support live crisis operations. Booz Allen ensured that VCL’s new system matched every function of the old platform right from the start, including customized experiences for different user roles and connection with VA’s main records systems, giving responders quick access to important information.

Booz Allen upgraded digital engagement with Salesforce’s secure live chat—bringing all channels into one safe, compliant environment. Integrating chat with Medoraforce eliminated the need for staff to switch between systems, saving time and improving documentation accuracy.

A key part of the solution was keeping the user experience familiar. The new interface was designed to look and work like the old system, minimizing the need for training and making the transition smooth. Where extra customization was needed, it was done with input from staff to ensure the system fit their daily routines.

The transition was carefully managed with help from VCL leadership, VA IT teams, support organizations, and the Booz Allen delivery team. A large mission control group oversaw the process, including a major data migration. If a responder was helping a Veteran during the switch, the transition paused, making sure care was never interrupted. In the end, the new system went live with no negative impact on services.

Booz Allen led the modernization of the VCL platform, transforming a  fragile legacy .NET system into a secure, scalable, Salesforce-based solution. This transition reduced operational risks and technical issues while delivering a configurable platform that enables faster adaptation to evolving mission needs. The new system is easier to update and adjust over time, and upgrading to FedRAMP High chat enhances the safety of online conversations while meeting stringent federal security standards, all within one system.

Equally important, Booz Allen succeeded where prior efforts fell short. Our team preserved familiar workflows to maintain responder effectiveness, minimized training burden, and executed a high-stakes cutover without disrupting crisis support. The result is a robust, well-documented Salesforce-based platform that improves maintainability, strengthens operational resilience, and positions VCL to evolve safely over time, supporting a service that literally saves lives.