How a Multi-Specialty Healthcare Network Improved Patient Engagement by 35% Using Salesforce
A rapidly growing multi-specialty healthcare network managing patient interactions across departments, locations, and channels transformed their patient engagement using Salesforce.
IDRMS Team
8 min ReadBusiness Context
A rapidly growing multi-specialty healthcare network was managing patient interactions across departments, locations, and channels. While clinical systems existed, patient engagement, communication, and service coordination were fragmented.
Core Challenges
• Patient data scattered across sales, service, and marketing systems
• Manual intake and follow-up processes causing appointment no-shows
• Slow service response times impacting patient experience
• No predictive insight into patient engagement or service demand
• Limited visibility into end-to-end patient journeys
IDRMS Solution Approach
IDRMS designed a patient-centric Salesforce architecture that unified engagement, service, and analytics into a single operating model.
The solution included: Health Cloud for 360° patient profiles, Service Cloud for streamlined issue resolution, Marketing Cloud for personalized outreach and reminders, and Einstein Analytics for predictive patient behavior insights.
Measurable Results
• 35% improvement in patient engagement
• 40% reduction in appointment no-shows
• 25% faster service response times
• Unified patient journey visibility across departments
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