CUSTOMER EXPERIENCE TRANSFORMATION IN HEALTHCARE
Driving Patient Engagement, Operational Efficiency, and Business Growth with Salesforce
About the Organization
A pioneering healthcare provider with decades of expertise in hearing solutions wanted to modernize its operations. The goal was to improve patient engagement, streamline clinical workflows, and unify sales and service processes through Salesforce-powered transformation.
Challenges
The existing system stored only basic data and lacked the flexibility needed for effective operations, relying on manual tracking for sales and patient interactions. It also lacked centralized reporting for test results, appointment scheduling, and follow-ups, limiting visibility and efficiency.
What We Have Done?
- Work orders and service appointments monitored in real time.
- Centralized booking, hearing test management, and treatment plan coordination.
- Unified access to sales pipelines, patient histories, and workflows.
- Automated campaigns and performance tracking via Marketing Cloud.
- Seamless transition of legacy data with consolidated reporting dashboards.
- Automated follow-ups, appointment reminders, and surveys for satisfaction tracking.
- Streamlined creation and sharing of accurate diagnostic reports.
Products Used
Salesforce Service Cloud
Salesforce Sales Cloud
Salesforce Marketing Cloud