“Customer experience has become the defining line between companies that grow and companies that fall behind.” Adam Blitzer, EVP and GM of Sales and Service Clouds, Salesforce.
The transformation of healthcare and life sciences has necessitated a profound technology shift in order to handle industry complexities. Digital healthcare represents a successful combination of technology advancement, which increases efficiency of healthcare delivery and makes it more personalized.
In 2015, Salesforce stepped into this new and exciting area of healthcare with Health Cloud, a web-based CRM platform focusing on patient relationship management and improved patient experience. Its main feature includes connectivity between patients and caregivers, making healthcare seamless.
Connecting health providers with their patients
Modern customer-oriented healthcare demands a more personalized approach to patients. For the majority of people, customer service is the key differentiator when choosing a healthcare provider. The Salesforce CRM system is designed specifically to address uniformity and quality of the customer experience with a care provider. This experience can encompass case monitoring, task prioritization, information segmentation and real-time communication in order to help deliver better customer satisfaction for every single patient.
All-inclusive view of patient data
The very essence of value-based healthcare is timely and accurate information made accessible from diverse sources. Health Cloud, as a content aggregator, enables professionals to receive exhaustive, multiple-source patient data views. It allows caregivers to gain a deeper insight into every case and, consequently, make effective patient care decisions.
Mobility and real-time communication
Digitalization of every aspect of daily life calls for tech-savvy methods of healthcare management. According to Salesforce’s “State of the Connected Patient” Report, March 2015, 63% of Millennials would be interested in proactively providing their health data captured by “wearable” technology directly to their doctors, so that they can monitor their well-being. Real-time and instant communication between professionals and patients using up -to-date technology demonstrate obvious clinical and financial benefits. Efficient scheduling together with consultation, procedures via phone, email, and live chat improve both practitioner productivity and consumer experience.
Analytics and Advanced Segmentation
Salesforce Health Cloud functionality also provides for more intelligent ways of managing resources, data filtering and segmentation, and risk reduction. Its analytical capabilities utilize both clinical and non-clinical data. It empowers clinicians to create targeted approaches to patients, to automatically identify and calculate risks, and to create unique care plans for every patient.
The management of protected patient data is an especially sensitive issue for the healthcare industry. Health Cloud protects every element with its built-in HIPAA compliance features, including Salesforce Shield, Field Audit Trail, Platform Encryption, Data Archive and Event Monitoring, to satisfy security and privacy for every patient and care provider.
Health Cloud offers a new dimension in the provider-patient relationship with a combination of multiple platform features and resources. The Salesforce experience starts with your implementation partner. CoreValue provides healthcare/pharmaceutical industry leaders with security-aligned, tailored CRM solutions that enable interoperability, leverage data insight, and improved consumer experience.