How Humana uses data to bring patients back to the doctor.
From the hospital to the home, Humana uses Salesforce to help members prioritize their health.
1. Send proactive messages to get members’ health back on track.
“I want our customers to feel like they’re cared for as human beings and that we delivered on our brand promise of human care,” said Walker. “That means consistently showing up in the meaningful moments.”
Humana is doing that with Marketing Cloud tools for member engagement. Following a Type 2 diabetes diagnosis, for instance, the member receives email tips for managing the disease or a list of answers to frequently asked questions about insulin administration. They can also receive text alerts that a care provider will call them in a few hours.
“Marketing Cloud makes it a lot easier for us to stay in touch with our customers,” said Walker. “It really allows us to hone into that moment, in their preferred channel, and deliver something that's relevant for them.”
On the other side of these interactions, Humana knows which channels members engage with these messages. If text works better than email, the company will engage members there as well.
Humana’s sales teams also use Marketing Cloud to customize 60 different prospect journeys, yielding 1,000 interested employer leads per year. Marketing Cloud Intelligence, powered by Datorama, has improved sales outcomes by helping the company identify more business customers and reach out with personalized messaging.
2. Deliver care four times faster by connecting member data.
MuleSoft’s API-led integration capabilities connect data from legacy systems to Salesforce. This creates the full view of member data that care teams need to provide exceptional healthcare experiences — up to four times faster.
“Data tells each customer’s story, and that data is super rich when you bring it together to create that 360-degree view of the customer,” said Walker.
For instance, if a member requires extensive post-op care after a knee replacement, their care team already has a shared view of their medical history, relevant lifestyle information, and future appointments. This lets the member focus on recovery instead of personally updating every clinician they see.
“Whatever they’ve received a diagnosis for,” said Brian Cahill, Vice President, Pharmacy Segment CIO. “We’re going to partner with their doctor to make sure that they’re properly treated and that they have the right programs surrounding them.”
3. Improve outcomes by coordinating specialist care around a 360-degree view of the member.
4. Deliver unparalleled convenience with a HIPAA-compliant digital pharmacy.
5. Evolve the business of health with strategic guidance at every step of the journey.
That’s why Humana chose Salesforce Professional Services for implementation oversight and best practices on how to build for long-term success and maximize value from its Salesforce ecosystem. By aligning on a vision, the team of experts designed a solution to help the company reach its goals faster, ensure a seamless transition to Health Cloud, and launch its first-ever HIPAA-compliant digital pharmacy on Commerce Cloud.
“Salesforce Professional Services has been a great partner on this journey with us, making sure we get the most of our investment, and we’re seeing value fast,” said Walker.
Given the high stakes of Humana’s operations, even a few minutes of downtime can have a huge impact. To minimize downtime and disruptions, Humana relies on the Signature Success Plan to monitor performance, errors, and platform limits. This helps inform the company of any potential risks before they impact system performance. The Signature team also delivers proactive, personalized expertise to help Humana reduce technical debt, innovate faster, and eliminate security risks.
With Salesforce Professional Services and the Signature Success Plan, Humana can confidently deliver more personalized member experiences at scale.