HEALTHCARE – PATIENT ENGAGEMENT & SERVICE MODERNIZATION
Enable connected patient experiences and faster care delivery with Salesforce Healthcare and Service Cloud solutions.
Business Context
A rapidly growing multi-specialty healthcare network was managing patient interactions across departments, locations, and channels. While clinical systems existed, patient engagement, service requests, and follow-ups were fragmented, resulting in missed appointments, delayed responses, and inconsistent patient experiences. Leadership needed a connected digital platform to improve care coordination, operational efficiency, and patient satisfaction—without increasing administrative burden on staff.
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.
Sales Cloud to centralize patient and referral profiles, enabling a single source of truth
Service Cloud to manage patient inquiries, care requests, and follow-ups with SLA-driven workflows
Marketing Cloud to automate appointment reminders, care updates, and personalized health campaigns
Einstein AI to analyze engagement patterns, predict no-show risks, and prioritize outreach
Measurable Results
25% reduction in appointment no-shows
30% faster service response times
40% improvement in case resolution efficiency
35% increase in overall patient engagement
Why It Worked
Unified patient data across engagement and service
AI-driven prioritization instead of manual follow-ups
Scalable architecture aligned with healthcare growth
“With IDRMS and Salesforce, we significantly improved patient engagement, reduced no-shows, and accelerated service response across our healthcare network.”