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  • Writer's pictureSaurabh Pangarkar

Future-Proofing Indian Healthcare: Harnessing the Power of Salesforce Health CRM in Hospitals

Hospitals are one of the most complex businesses to manage. On the one hand, there is a high demand for healthcare infrastructure, and on the other hand, there is a shortage of medical and other caregiving staff. Patient care is of utmost importance, and these inherent challenges make it difficult for the business to operate without stress. Even with the best efforts to streamline processes, it is not an easy task to handle this massive burden on the healthcare system. The statistics reveal the story. In India, there are more than 1445 patients for every doctor. Is there anything that can be done to make it easier for the hospital management staff? This is where Salesforce comes in.

Patients, like all customers, look for digital tools like appointment booking, rescheduling, reminders, query resolution, billing, insurance claims and settlement, and post-treatment care. Digital solutions like the ones provided by Salesforce to hospitals can drastically reduce the manpower shortage at hospitals, reduce precious patient waiting time, and lead to better communication between the hospital staff and patients. Most importantly, these tools can best match the patient’s medical care requirement with their underlying conditions through the use of technologies like AI.

Salesforce is the world’s leading CRM platform, and it is built on a cloud-based, layered, and scalable infrastructure. This architecture enables Salesforce to scale according to the businesses’ needs and handle massive amounts of data, no matter how large your business operations are. The Salesforce architecture also considers your patients’ data privacy, security, and regulatory compliance. With a modular infrastructure, you will find every tool you need to build that intimate relationship with your customers and employees.

Let’s start with Patient Care. The Service Cloud provides all the tools you need to address your patients’ queries and cases most efficiently. The Case, Knowledge, and Help sections allow you to structure your customer data in the most logical, efficient manner. You can keep track of your open, in-progress, resolved, and reopened cases right in front of you in a consolidated module. Salesforce also makes it possible to find the most probable resolutions as quickly as possible. You can create teams of your staff according to their roles. This enables your team to collaborate on every case carefully and provide a timely resolution.

The Marketing Cloud allows you to connect with potential customers by providing optimal offers such as discounts on pathology tests, complimentary screenings, or consultations with specialist doctors. Salesforce prioritizes patient-centered care, empowering your marketing team to navigate through the patients’ health journey and offer the necessary support for a speedy recovery. This in turn fosters loyalty between the hospital and the patient. With Salesforce, your digital marketing team can run Social Media campaigns and capture leads directly from WhatsApp, Facebook, Instagram, or YouTube.

The Sales Cloud serves as a hub where your sales teams can cultivate relationships with a diverse customer base. It facilitates the management of corporate partnerships, billings, and contracts all in one place while utilizing information from other clouds to enhance customer interactions and deliver exceptional service. Your Sales staff can run targeted campaigns in corporate offices, PSUs, and housing societies. The Sales Cloud makes creating a new campaign and registering patient walk-ins easy. This data can then be nurtured through marketing campaigns or with the help of a backend team.

Salesforce provides configurable, visual dashboards based on patient demographic data, most widely used care categories, location of patients, and source of revenue. The dashboards provided by Salesforce can be designed role-based to provide the most relevant to that specific function, enabling them to build better customer outreach. Salesforce dashboards and reports make it possible to analyze your marketing efforts and double down on the activities that generate the most traction.

Tailored specifically for healthcare institutions, solutions like Health Cloud offer customized Salesforce experiences. Health Cloud simplifies the implementation of patient solutions and ensures efficient maintenance and upgrades. Leverage AI tools like Einstein GPT for automating routine tasks and integrate with Billing and Healthcare Management Systems for streamlined access to patient data. The omni-channel communication options including WhatsApp, SMS, Email, Phone, and Chatbots ensure patients can easily communicate using their preferred tools yet retain all the history in one location.

Salesforce has built a reputation over the years to improve revenues for businesses of all kinds. Whether your goal is to acquire more customers or enable your staff to handle customers more efficiently, your healthcare business has a lot to gain from Salesforce implementation.

In a nutshell, Salesforce can help your Hospital with,

  • Intelligent Data Utilization: Salesforce healthcare CRM deployment assures that the data available in any form and from any source is usable intelligently.

  • Multiple Dashboards: Salesforce healthcare solutions are known for providing a highly interactive and visual experience, which can be customized to meet the specific needs of hospitals.

  • Staff and Department Collaboration: Salesforce facilitates better collaboration between staff and departments, which can lead to improved patient outcomes.

  • Personalized Patient Care: Salesforce can help hospitals provide personalized care to patients by leveraging data analytics and AI tools like Einstein GPT.

  • Data Privacy & Compliance: Salesforce ensures that patient data is secure and compliant with industry standards.

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