Products Used
With a 360-degree patient view, HCG is connecting with patients on a more personal level, and delivering proactive support at every step.
About the client
Few challenges in life are as profound or daunting as a cancer diagnosis. But having the right healthcare provider by your side can make all the difference to treatment outcomes.
Healthcare Global Enterprises Ltd (HCG), a network of 25 hospitals, is renowned for its patient-centric, personalised approach to cancer care. With state-of-the-art technologies and 450+ specialists, HCG is committed to delivering the best oncology treatments at affordable prices. Over 200,000 patients choose HCG every year.
“Our vision is to make value-based, precision medicine available to our patients whenever and wherever they need care,” says Sudeep Dey, CIO, HCG. “That starts with building a unified patient view across touchpoints.”
Here’s how the company is achieving that view, and boosting patient care with Salesforce.
In Their Own Words…
In this video (10:54), Vineesh Ghei, Chief Sales Officer, HCG shares how the hospital brand is delivering a personalised and sensitive patient experience by using technology for speed, context and a 360 patient view.
The challenge for HCG
Personalise patient care with a single source of truth
Previously, patient information was stuck in silos, hampering visibility. The existing CRM system was rudimentary and didn't see good adoption.
“Without a single source of truth on patients, it was difficult for our medical, surgical, and support teams to collaborate and deliver the multidisciplinary care that HCG is known for,” says Vineesh Ghei, Chief Sales Officer, HCG.
To add to the challenge, patient expectations had changed. Their satisfaction was no longer determined solely by clinical outcomes, but by their overall healthcare experience.
“In a digital-first world, patients expect access to healthcare services at their fingertips,” explains Sapna Agarwal, Associate VP, Operational Excellence, HCG. “Whether they’re booking a bed or consulting a doctor, their entire journey across online and offline touchpoints needs to be seamless.” That called for a digital intervention at HCG.
How Salesforce helps HCG
“We wanted a new CRM platform to power better experiences for both our patients and partners,” says Ghei. “The platform had to be flexible, easy to integrate, and quick to adapt to our changing needs across sales, service, and marketing. Salesforce was the best fit.”
With Salesforce, HCG has a single view of all its patients. Every case history, treatment plan, and patient preference is captured on the platform — so teams can truly personalise patient care.
“Salesforce is the bedrock of patient care enablement at HCG,” says Dey. “With its 360-degree patient view, we’re able to meaningfully engage, empower, and support patients throughout their cancer care journey.”