Step 3: Integrate and Scale

Discover how an integrated platform can help meet the urgent need for interoperability.


The COVID-19 health crisis proved the urgent need for interoperability in healthcare. Delivering new models of care and meeting fast-approaching interoperability regulations require a new approach to navigating siloed systems and communicating across disparate departments.

With an API-led approach, providers and payers can connect data and systems to improve operational efficiencies, increase revenue while reducing costs, and enhance experiences while complying with regulatory requirements. Providers are able to efficiently improve the patient experience, manage sick and aging populations, and increase revenue while reducing costs — freeing up resources to focus on delivering care everywhere, and competing with new entrants and mergers. Meanwhile, payers can evolve reimbursement models, develop digital engagements for preventive services and lower-cost treatments, and remain competitive in a changing industry.

Whether it’s improving care coordination between inpatient and outpatient services for providers, or accelerating authorizations and updating payment information in real time for payers, a number of data sources and applications can work together to exchange information effectively via a single platform.

Connect disparate systems of record to a healthcare CRM, integrating existing technology with APIs to unify provider, patient, and partner information. Here’s how:

  • Use prebuilt integration capabilities: IT teams can use out-of-the-box connectors and templates to accelerate the development of integrations and APIs that unlock data from core systems of record such as EHRs, databases, and ERPs. 
  • Accelerate innovation with APIs: IT teams can combine data and business logic to create “process APIs.” For example, a “claims history process” API allows payers to retrieve data for a comprehensive background of medical history. Or providers can use a “patient 360” API to understand where a patient is on the care journey. From there, developers can build “experience APIs” that integrate process APIs with healthcare CRM and other innovative front-end applications to provide real-time data to call center representatives from one location. 
  • Easily comply with new interoperability regulations: IT teams can meet new patient data-sharing requirements by building the necessary fast healthcare interoperability resources (FHIR) R4 APIs, leveraging prebuilt templates designed alongside provider and payer IT teams.
  • Stand up new experiences: Use these APIs to quickly stand up web experiences and mobile platforms to accelerate IT delivery and prevent duplicative work — in turn, saving time and expense.
65% of consumers expect connected experiences.
Source: “State of the Connected Consumer,” Salesforce Research, 2019.
Enable interoperable, connected care — all from one platform with MuleSoft.

Healthcare companies need to keep up with their customers’ growing needs and demands. Connected consumer experiences yield better business outcomes, including improved customer satisfaction metrics such as Net Promoter Scores (NPSs) for first-resolution and average handle times. Modern development tools and methodologies empower IT to build high-quality, secure, and compliant applications quickly and at scale.

  • Ensure HIPAA compliance: Developers can easily design and deploy HIPAA-compliant apps using preexisting tools that maintain privacy and control, all within a trusted network. 
  • Securely manage sensitive data: Data used to build multicloud apps remains private and secure via an encrypted and mutually authenticated connection. 
  • Personalize experiences: Seamlessly sync data between a healthcare CRM and external environments to build apps that deliver personalized and connected experiences.
68% of healthcare consumers are interested in mobile apps for health coaching.
Source: “Connected Healthcare Consumer,” Salesforce Research, 2019.
Discover how to stay compliant, synchronize data, and create engaging experiences with Heroku.

Customer Story

Capital District Physicians’ Health Plan (CDPHP) offers affordable, high-quality health coverage for commercial and governmental agencies in the New York and Vermont areas. But without a connected system for health and marketing data, it relied on spreadsheets and email to manage data and was unable to personalize campaigns.
  • With Health Cloud, CDPHP achieved a 360-degree view of members for total transparency, collaboration, and personalization. 
  • CDPHP also increased trust with Medicare brokers by streamlining the conversion process with CRM.
  • By integrating marketing with healthcare CRM data, CDPHP has accurate, real-time insight to personalize journeys. 
  • Marketing Cloud also gave CDPHP visibility into personalized campaign performance.


CDPHP personalized 3M+ email journeys in just one year.


Step 4: Evolve for What’s Next

Discover what providers and payers can do to prepare for the next big challenge in healthcare.
  • Create Cohorts for Targeted Care 
  • Accelerate Care at Scale 
  • Streamline Communication

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