360 Degrees of Healthcare

How healthcare and life sciences organizations can engage patients, customers, and partners.

Healthcare and life sciences organizations are laser-focused on improving health outcomes and driving efficiencies, but many still depend on disparate, legacy systems that obscure a 360-view of the healthcare consumer, hindering collaboration and innovation. Concurrently, healthcare consumers have increasingly high expectations for personalization and easy access to medical resources.

In this guide, you’ll learn how an integrated customer relationship management (CRM) platform solves these challenges. Once seen exclusively as a solution for sales teams, Salesforce reimagined as a healthcare CRM seamlessly connects systems of record and improves visibility into the entire health journey, enabling personalized interactions that strengthen relationships and build trust with customers, whether they’re patients, members, providers, or partners.

PROVIDERS: Improve the Patient Experience

Healthcare professionals manage everything from patient care to physician networks, juggling multiple siloed systems while struggling to meet the demands for more extensive communication among care teams, facilities, and patients.

An integrated CRM unifies these systems, gathering data onto one easily accessible platform. With a 360-degree view of the patient, clinicians and staff can view health records, social determinants, and communication preferences to coordinate appropriate care while empowering front-line support teams to interact with and provide an optimal experience for patients.

Discover how Salesforce powers the experiences patients deserve. Learn more.

Healthcare professionals lack a complete view of the patient’s health record and are constantly switching from one system to another to find the information they need. When healthcare professionals spend time toggling between screens, they spend less time interacting with patients.

Healthcare professionals want a system that surfaces critical data and makes it actionable. With a connected integration layer, the CRM helps providers break down barriers between disparate systems and software applications to share information across a range of sources, including hospitals, pharmacies, laboratories, billing, and marketing. Through HL7 and FHIR standards-based application programming interfaces (APIs), a CRM pulls data from various systems to create a single view of the patient, which improves service, collaboration, and operational efficiencies.

Providers can also add new capabilities to the core CRM platform with minimal IT effort using extensible clinical data models.

  • Personalized communications: Integrate EHRs and other systems of record to identify, segment, and deliver personalized communications to patients on their preferred channels. Patients can also take control of their experience with HIPAA-compliant self-service portals.
  • Care coordination: Simplify collaboration among the care team with a consolidated, real-time view of patient records to give providers access to important clinical and nonclinical insights that can improve operational efficiencies.
  • Risk stratification: With predictive analytics, providers can identify and predict which patients are at high risk for disease and proactively manage those patients with appropriate care-management programs.
Connect Systems

Salesforce pulls data from various systems to create a single view of the patient to improve service, collaboration, and operational efficiencies.

Interactions with the healthcare system often occur at the most vulnerable times for patients. Providers must have access to comprehensive medical records to deliver the most effective, individualized treatment at those critical moments.

An integrated CRM platform consolidates all clinical and nonclinical patient information from existing systems into a single console. The rich, contextual view surfaces conditions and medications, appointment history, wearable device data, communication preferences, and social determinants of health, such as employment, finances, housing, and transportation.

With this level of visibility, healthcare professionals can deliver personalized experiences everywhere — when an agent is handling a patient inquiry or when a doctor is discussing a care plan with a patient during an appointment. This deepens the patient-provider relationship, builds trust, and powers care decisions that translate to better health outcomes.

enhance personalization

Tribeca Pediatrics personalizes and automates emails to their network of 70,000 patients.

See the case study

Healthcare providers are awash with data thanks to years of heavy investment in EHR systems. Until now, it’s been unclear how to make sense of it all. An integrated CRM could be the answer. By embedding artificial intelligence (AI) into a CRM platform, providers can extract data from disparate systems and turn insight into action.

Within the CRM platform, data can be segmented by population to create personalized, contextualized engagement. AI can suggest the next best actions for call center staff to arrange transportation for patients at risk of missing their appointment or alert a care manager of patients falling behind on their care plan and recommend personalized outreach. Providers can assess the effects of such efforts and iterate future communications.

AI can be applied to achieve a multitude of other benefits, too:

  • Surface appropriate training resources for staff education.
  • Help healthcare professionals anticipate issues based on patient history.
  • Guide call center agents to the right response to a patient inquiry with next-best action recommendations.
Use Data Intelligently

Data can be segmented by populations to create personalized patient engagement.

Collaboration among the care team is key to delivering an improved patient experience, but often data is tucked away in siloed systems, prohibiting an up-to-date patient view.

With an integrated CRM platform, users on the care team can access the latest patient information and see upcoming tasks. For example, if a patient has a complicated question and the primary doctor is unavailable, another doctor or nurse in the practice can advise without delay because of updated information in the console. If there’s a next step, like a follow-up blood test, information about the test and lab location can be automatically sent to patients on their preferred channel of communication.

And if the system detects that the patient lacks access to transportation — captured as part of their social determinants of health — the provider is alerted and can help the patient arrange a ride to avoid missing the appointment.

These are the types of seamless patient experiences that encourage better adherence to care pathways and ultimately influence better health outcomes.

Coordinate Care Everywhere

Salesforce connects clinical teams and caregivers for a more coordinated post-acute patient experience

Patients prefer different modes of communication. Some might like text, email, or webchat, while others want to pick up the phone or receive information through the mail.

A CRM platform can capture these preferences, so providers are always engaging patients when and how they want to be contacted. Proactively sending messages to patients about upcoming appointments, lab results, and wellness- and disease-management programs can help improve patient satisfaction, promote care plan participation, and reduce costs. Patient journeys can even be automated so that organ recipients or hip-replacement patients receive relevant communications at the right point along their health journey to recovery for greater engagement and adherence.

80%

of patients still schedule appointments by phone.

However, when communicating with primary care doctors to view health data, patients tend to use more modern technologies, with online portals at 35% and email at 14%.1

Customer Stories Customer Stories

TRIBECA PEDIATRICS

Deployed a centralized solution for 28 locations.

Tribeca Pediatrics

New York City-based Tribeca Pediatrics has always taken a personalized approach to care for its 70,000 patients, but existing technology solutions prohibited a complete view across 28 offices and resulted in cumbersome processes. As growth outpaced an existing EHR solution and email volume continued to increase, Tribeca Pediatrics sought a centralized solution that lived up to the promise of patient-centered care.

Seamless EHR Integration

  • The EHR offloads processes to Health Cloud, which gives greater visibility, flexibility, and automation
  • If a patient visits multiple doctors within the Tribeca Pediatrics network, all details are recorded for a complete view across offices
  • The automated referrals process decreases staff resources by 33% and eliminates the eight hours previously spent per week reaching out to patients and specialists

Personalized Communications

  • Marketing Cloud Journey Builder personalizes and automates milestone emails and visit reminders
  • When a parent or caretaker calls, computer telephony integration (CTI) surfaces relevant patient information to the agent so information is only given once

“Having our referrals in Salesforce gives us a lot more visibility into the department and shows the staff that this is a really powerful tool that’s more than email management.” Leslie Pennypacker,
executive director


Payers: MEET MEMBER EXPECTATIONS

Members want a seamless and personalized experience from payers with access to relevant health information at any time on any device. However, with disparate systems in place, payers often can’t meet member expectations, further slowing down processes and increasing room for error.

An integrated CRM platform can create a single source of truth for everyone in the member journey, enabling seamless omni-channel experiences tailored to each member’s health needs and communication preferences. It also empowers call center agents to drive better engagement and efficiency. As a result, trust and loyalty are established so that whenever members have a request, question, or issue, they are confident their payer will deliver a valuable interaction.

Power better member engagement with Salesforce. Learn more.

To take a member-centric approach, payers must shift from being reactionary to being predictive and proactive in the member journey.

An integrated CRM platform provides payers with a 360-degree view of the member. This enables teams to collaborate in real time, prioritize actions, and engage members proactively. Everyone involved in the member journey can engage on the platform to easily resolve questions regarding plan details, coverage, and costs.

Payers can also schedule personalized member communications that encourage healthy behaviors, sending reminders about things like preventative care and other benefits. With artificial intelligence (AI) embedded in the platform, payers can also identify high-risk members and recommend next best actions to care coordinators for more timely intervention and greater member engagement.

With a single view of the member and personalized service at scale, payers can boost member satisfaction, making them more likely making them more likely to recommend and renew their plan

ONLY 1 in 4

members trust payers to guide them in their health and wellness journey.4

Members can get frustrated when they reach out to customer service agents about physician networks, benefits, or out-of-pocket costs, and need to repeat their situation multiple times. Waiting for colleagues or piecing together information from different systems to compile a member-specific response disrupts the ability to effectively solve members’ problems.

An integrated CRM platform can give call center agents a 360-degree view of every member as soon as they reach out. Agents quickly access medical history, provider details, plan information, communication history, preferences, claims, and benefits. This optimizes workflows, shortens call length, and improves first-call resolution for greater member trust.

Decision-making is even more personalized with AI. When a member reaches out, agents know the person’s name and health history and can anticipate the members’ needs to determine the next best action for faster, smarter, and connected service.

LESS THAN

50%

OF AMERICANS with health insurance have contacted their insurer. When they do, it's primarily about:

21% plan coverage

15% finding a provider

15% authorization services

14% claims status

Current operations may involve time-consuming manual processes, like collecting member information from multiple systems, sending it to a printer, and mailing it out. Switching between systems and waiting for the completion of each subsequent task can lead to slowdowns at a time when members are expecting fast, personalized communication.

A CRM can reduce inefficiencies and free up agents to focus on more valuable tasks. Salesforce’s CRM platform complies with HIPAA and other industry regulations to:

  • Connect disparate systems of record
  • Automate workflows and filter urgent tasks to those best equipped to handle them
  • Build on a secure platform that has global compliance and certifications
  • Streamline and automate engagement throughout the member journey
Increase Operational Efficiency

Salesforce can reduce inefficiencies and free up service agents to focus on more valuable tasks.

The ability to segment specific member populations is vital for payers in managing high-risk members or targeting those identified as not engaged in wellness- or disease-management plans.

An integrated CRM platform can help you be proactive in the member journey. For example, easily identify and reach out to at-risk populations with tailored content to help them better manage chronic conditions (for example, diabetes), or send a communication to all men over age 50 reminding them to schedule a prostate examination. The platform makes it easy to monitor the results of outreach by measuring engagement and action and to refine health intervention strategies for more effective campaigns.

Leverage Cohort Data

Stay proactive in the member journey by segmenting populations, monitoring engagement, and refining health intervention strategies.

All members have their own communication preferences. As such, payers must offer a variety of channels — including phone, live chat, email, mobile apps, text, web, and online forums — and ensure that these channels are working well together.

An integrated CRM platform engages members through their communication channel of choice to share useful and timely information, including advice, tips, and apps developed to meet their unique health needs and preferences. When members have an issue and reach out for help, agents can respond on the same channel and make the most of their complete view to provide the requested information and resolve a member’s concerns quickly and efficiently.

72%

of U.S. healthcare consumers think it’s important for payers to communicate through web, chat and video.1

pharmaceuticals: DRIVE PATIENT AND CUSTOMER ENGAGEMENT

From increased pressure in drug pricing and reimbursement constraints to the competitive impacts of mergers and acquisitions, pharmaceutical companies must continue to drive innovation both with patients and customers.

To offset these trends, an integrated CRM platform increases efficiency by connecting supply chain, manufacturing, medical affairs, marketing, sales, and patient services. This powers the experience customers expect, the support patients need, the productive tools employees want, and the trust and security that IT is responsible for, all from preferred customer and patient channels. In return, the CRM platform unifies provider, patient, and partner information for a complete view of all business actions and actionable insights.

Streamline and optimize therapy development pipelines with Salesforce. Learn more.

For too long, pharmaceutical companies have relied on disparate internal systems. With these costly and aging systems, pharmaceutical companies are unable to obtain a complete view of customer and patient information. This hinders their ability to innovate and develop meaningful relationships.

To solve this, an integrated CRM platform connects to existing technology systems, via application programming interfaces (APIs), to unify provider, patient, and partner information. Everyone gets a single view on a common platform, reducing complexities and inefficiencies while increasing the pace of possible innovation.

As a result, the CRM platform becomes a source of truth, helping to drive awareness and support with providers while also tracking marketing and sales performance with built-in analytics and artificial intelligence (AI). Access to this valuable information powers increased loyalty, prescribing habits, and a model for patient engagement at scale.

Connect the Customer Lifecycle

Salesforce unifies provider, patient, and partner information to reduce complexities and inefficiencies while increasing the pace of possible innovation.

More data is created than ever before, but insights are what drive business forward. From accelerating drug discovery and optimizing clinical trials to improving sales performance and helping patients achieve expected outcomes, AI can surface data insights that enable the following scenarios:

  • Predict outcomes, recommend next best actions, and automate workflows
  • Predict which patients are most likely to stop adhering to medication regimes and suggest best methods for intervention
  • Apply predictive analytics to identify and recruit candidates for clinical trials
  • Deliver personalized engagement and support programs to reduce operational costs while helping patients manage their disease and navigate their health journey
  • Receive predictive recommendations to improve support programs and gain better access to real-world data to achieve targeted patient outcomes.
  • Gain valuable and immediate insight into vast amounts of data so sales teams can better target physicians
  • Pull in competitor data to help sales reps better compete in the market

50%

of healthcare industry executives believe AI will be ubiquitous in healthcare in 2025.2

Pharmaceutical companies are greatly impacted by the consolidation of larger health systems. Decisions on drug utilization are now made in a centralized manner with restricted access. As a result, pharmaceutical companies need an omni-channel strategy to reach distributors and providers with the right message at the right time on the right channel.

A CRM platform connects everything from engagement with clinical trials to interactions with providers (through sales or medical affairs) to patients via care programs. The data generated drives awareness and support of providers while also tracking marketing and sales performance to boost business with built-in analytics and artificial intelligence (AI).

With an omni-channel solution, pharmaceutical companies can deploy relevant communications, answer customer questions, and address concerns all on preferred channels.

AI can scale personalized communications, ensuring providers get relevant information when they need it the most.

Engage Distributors and Providers

Connect everything from engagement with clinical trials to interactions with providers to patients via care programs.

Patients expect access to information about, and support for, their medications with a similar level of service they get from brands in other areas of their lives. Yet very few pharmaceutical companies engage with patients directly.

A CRM platform helps pharmaceutical companies deliver personalized engagement and support programs so patients can manage their conditions and navigate the health journey. Companies can use the CRM platform to:

  • Scale therapeutic-specific programs: The single platform lowers the operational costs of maintaining patient services and programs across brands and therapeutic areas.
  • Create connected, personalized experiences: Service agents can connect directly with patients to coordinate onboarding, insurance verification, and copay programs, and deliver ongoing support to improve program adherence, all from a single view.
  • Track program performance: With built-in analytics and AI, you can improve support programs with predictive recommendations and gain access to real-world data to achieve better patient outcomes.

Pharmaceutical companies can also leverage a patient portal, which acts as a scalable information center. When it comes to onboarding for new therapies, it’s a shared point of contact that reduces the administrative burdens of onboarding. The portal increases visibility and transparency in the journey and status, reduces onboarding cycle times, and improves adherence.

The bottom line: An integrated CRM makes it possible to personalize patient engagement at scale, improve programs, and encourage adherence to therapy.

Create Strong Patient Relationships

Ashfield connects clinical teams and caregivers to coordinate the post-acute patient experience.

See the case study

The industry is seeing rising costs for clinical trials — more trial sites are required due to challenges in patient recruitment and retainment while fewer patients are randomized at late-stage, large-scale phases of studies. This results in the biggest expense of all: lost time and market opportunity.

Counter this by connecting trial teams, patients, and clinical data on a single digital platform. An integrated CRM platform can address every phase of development, from study start-up to trial management to product release, putting innovation on the fast track, enabling companies to:

  • Recruit easily: With communication and interaction capabilities layered into the CRM platform, recruit and enroll patients easily with tools that quantify and evaluate patient suitability.
  • Foster collaboration: During every phase of clinical development, a patient portal and associated apps serve as a centralized place to share information and collaborate securely.
  • Get real-time reporting: Operational reporting dashboards give updates on enrollment and drop-offs, while predictive analytics can determine the next best steps to take.
  • Establish efficient workflows: Create better workflows and obtain faster approval for therapies by integrating data from multiple systems.

The connected platform eliminates obstacles to the flow of information, speeds up the launch of trial sites and patient enrollment, and helps ensure a trial’s success.

Speed Up Clinical Trials

It takes 40 months
to bring a new drug to market, compared to 33 months a decade ago.

Customer Stories Customer Stories

ASHFIELD

Empowered 1,000 clinical educators globally with a mobile program.

ASHFIELD

As a global leader in outsourced healthcare services, Ashfield, part of UDG Healthcare PLC, had multiple, disparate systems that resulted in fragmented patient experiences and difficulty tracking journeys for patient support programs. This was preventing them from delivering the best experience, service, and support for their pharmaceutical clients.

By implementing Health Cloud for their support programs, Ashfield gives everyone — caregivers, healthcare professionals, clinical educator teams, and care coordinators — visibility into the patient journey.

Connected Experiences

  • Salesforce centralizes patient information, enabling personalized experiences and support
  • Doctors stay informed on program adherence — such as with a new medication — with updates on patient progress found directly on the platform

Rapid Response

  • The platform enables 360-degree interactions with patients
  • Pharmaceutical clients receive real-time reports about the success of different patient-support programs

Personalized Engagement Plans

  • Tailored programs improve outcomes for patients and everyone involved in care and ensures adherence to prescribed therapies
  • Patients receive regular messages about their care plan through preferred channels

Mobilized Services

  • The feedback process with doctors enables field-based clinical educators to view schedules and surface new patient referrals
  • Integrates with Google Maps for teams traveling between appointments

Ashfield’s mobile program empowers 1,000 clinical educators working both in local communities and contact centers globally.


medical devices: CONNECT THE CUSTOMER LIFECYCLE

The medical device industry has always embraced innovation. However, today’s sales reps still rely on high-touch models, such as visiting doctors’ offices and scrubbing in for surgical cases, in order to sell medical devices. These sales reps need more advanced tools to gain insight, track activities, close deals, and connect all points of the customer lifecycle.

That’s where an integrated CRM comes in. More than just for forecasting and managing customer contacts, the CRM platform securely connects all sources of data from existing systems to deliver a unified provider, patient, and partner experience on preferred channels. With a common view, you can proactively engage customers and patients who use your devices daily.

Proactively engage customers throughout the lifecycle with Salesforce. Learn more.

The medical device service model is changing as a greater number of providers are restricting access to reps and providers are consolidating into large health systems. To get ahead in today’s fast-moving, competitive device market, medical device companies must have a better view of customers — provider systems, operations teams, distributors, internal sales and marketing teams, and patients — to better understand their needs and deliver proactive engagement and service.

An integrated CRM platform provides a complete view of each customer. From a single platform, your teams can further innovate and improve the customer experience:

  • Sales teams anticipate customer needs and respond in a more timely and personalized manner with access to service history, and artificial intelligence (AI) capabilities fuel insights based on the customer profile
  • Marketing teams deliver the right message at the right point in the customer lifecycle

Customer-facing teams can also share information with commercial groups. Likewise, commercial groups can share information with R&D, passing along valuable feedback such as product and feature requests. The CRM platform acts as a knowledge-sharing center, allowing reps to tap into this information to prime customers for what’s coming down the pike.

Numotion

Numotion streamlines device delivery and gives complete transparency to customers.

See the case study

Many medical device companies rely on multiple technology systems that weren’t designed with customer engagement in mind or the ability to work with each other. Standardization on a smaller set of platforms that are extensible, configurable, easy to manage, future-proof, and integrate with existing data and homegrown systems is a must.

An integrated CRM solution alleviates the burden of multiple systems and consolidates technology by layering on top of existing solutions. The CRM platform connects all points in the customer lifecycle — clinical, manufacturing, supply chain, marketing, sales, and service. With a single view, organizations can glean actionable insights into all business interactions and maintain connections across commercial, patient services, and clinical trials to deliver a consistent experience from the health system to the provider to the patient.

The platform accelerates business, encourages collaboration, and empowers developers. Medical device companies can also build on top of the platform with new features, such as apps for internal employees or customer service. This allows them to:

  • Leverage out-of-the-box enterprise services: Drag-and-drop tools make it easy for anyone on your team to build apps without ever having to write code.
  • Focus on innovation: Developers stay focused on high-value initiatives with available operations and tools.
  • Ensure governance and compliance: Out-of-the-box functionalities like integration and identity services guarantee app development follows proper protocol.
streamiline your technology

The Salesforce platform connects all points in the customer lifecycle — clinical, manufacturing, supply chain, marketing, sales, and service.

Whether responding to a doctor in an operating room or a patient just beginning a journey with a heart rate monitor, medical device companies need to act on critical micro-moments with speed and scale. With an integrated CRM, reps are able to access valuable and actionable data and insights from one platform to best serve customers in a connected, intelligent manner.

To do this, the first step is to aggregate data. The CRM platform pulls in data sources across the ecosystem so everyone has a line of sight into:

  • Real-time sales to inform production and anticipate needs across sales, marketing, and service.
  • R&D processes that may affect manufacturing, quality assurance, business development, and licensing.
  • Device performance.
  • Patient and clinician feedback to evolve devices and services.

Artificial intelligence (AI) embedded into the platform analyzes and learns from this data — which includes leads, contacts, and other opportunities — to uncover business insights, predict outcomes, recommend next best actions, and automate workflows. From a single console, predictions show up for sales, customer service, or marketing, helping to deliver smarter interactions that meet customer needs.

Offer Actionable Insights

AI makes it possible to quickly scale communications.
A message about a device update, for example, can deploy to relevant customers on preferred channels — mobile, email, web, or app.

In the fast-moving medical device market, reps are pressed to meet rising customer expectations as quickly and efficiently as possible.

With a CRM platform that integrates disparate sales systems and applications to achieve a 360-degree view of each customer, reps gain deeper insight into areas where sales are succeeding, areas of improvement, and the necessary steps to proactively build relationships and grow business. And because AI is embedded into the CRM platform, reps sell even smarter. AI can predict sales behavior, project growth, and identify opportunities. This includes:

  • Account management and forecasting: Access each customer’s detailed account history for accurate forecasting along with recommended next best actions. AI can prioritize sales activities and the tools to spot new opportunities and close deals faster.
  • Sales reporting: Increase reach and frequency of selling activities, improve account and territory performance, and assess effectiveness based on insights from flexible dashboards that leverage CRM data analytics.
  • Collaboration: Leverage the single view for greater collaboration and communication by connecting sales teams with your partners.
  • Territory management: Combine forecast and industry data for a real-time view.
  • Training: Train new reps through a centralized location for sales and enablement.

An integrated CRM platform speeds up the purchase cycle, helping reps stay close to current customers while prospecting new ones. With personalized outreach and proactive selling, you can build customer trust and encourage their mastery of the device.

80%

of sales teams using intelligence report a positive impact on customer retention.3

Boston Scientific

Boston Scientific automates its sales cycle down to just minutes.

See the case study

Device data can play a big role in improving patient engagement throughout the care journey.

An integrated CRM securely captures patient information and enables direct communication. For example, patients can request data from their doctors as well as directly from the medical device company to stay better informed about their health and actively involved in care decisions. Patients can also access product details and device data on companion mobile apps and community portals, connecting with other people with similar health conditions. This creates one-to-one personalized experiences at every touchpoint.

You can also nurture prospective patients by following up and guiding them to the right products. The CRM platform also captures contact information and communication preferences to keep everyone up to date on new products and solutions.


Securely capture patient information and enable direct communication with doctors and patients.

Customer Stories Customer Stories

NUMOTION

Provides simplified transparency to multi-step device order process.

NUMOTION

Numotion, a leading U.S. provider of complex rehab technology, has helped more than 250,000 people stay mobile. With the Salesforce Platform, Numotion is able to present a complicated 42-step ordering process into a seamless five-step process that includes an easy-to-follow visual representation of where each order stands.

Streamlined Technology

  • Numotion built the myNumotion app to provide on-line visibility to the ordering process
  • Customers get complete transparency into their order 24/7 with a simple visual representation that shows exactly where things stand

Customer Engagement

  • Customers stay informed with email or text alerts as their order progresses
  • Customers can live chat with myNumotion representatives, who instantly see the order information and other helpful details
  • Customers are notified of any problems with their orders and can advocate for themselves, solve problems, and get the devices they need much faster

“We thought if you can track your pizza delivery, you should be able to do that for wheelchairs, too. Salesforce gives us a level of customer interaction that our industry isn’t used to.” Bret Barczak,
chief marketing officer at Numotion

BOSTON SCIENTIFIC

Eliminated 2-3 weeks from its pricing workflow.

BOSTON SCIENTIFIC

Boston Scientific enables the treatment of 30 million patients each year in nearly 130 countries with devices for interventional medical specialties.

Before they piloted the Boston Scientific app in Brazil with Salesforce, managing a network of sales relationships across the world was a challenge. Price-adjustment requests took up to three weeks routing through multiple steps, teams, and systems. The app reduced this to just minutes.

Maximized Efficiency

  • The Lightning app facilitates automatic requests and notifications in place of manual processes, trimming multiweek approvals into minutes
  • The app powers sales teams to better serve customers and respond to market pressure

Smarter Sales

  • New prices, whether based on competitive matching or valuable customer relationships, are easily tracked so management is always in the know
  • Whatever their region, salespeople can quickly provide competitive pricing offers and close deals faster
  • Since the size of the discount necessitates different approval levels, the app routes each request to the appropriate manager

Future Vision

  • Plans are in place to roll out the app to Colombia, Mexico, Puerto Rico, and other countries across Latin America

Boston Scientific now saves 2–3 weeks on pricing requests.


Let’s Get better together

There is nothing more important than health. That’s why it’s critical to deliver the individual attention, affordable care, personalized treatment, access to health records, and communications on any device, at any time, that healthcare consumers want, expect, and deserve.

Salesforce can help you deliver more personalized experiences, improve operational efficiency, and become more agile in a competitive industry. We do this by connecting care teams, EHR data, researchers, and many other business workflows on a single, secure digital platform.

That leads to better outcomes for your business, your employees, and your customers.

Learn More
Sources:
  1. “The Connected Patient Report,” Salesforce Research, 2017.
  2. “Machine Learning in Healthcare; Expert Consensus from 50+ Executives,” Emerj, 2019.
  3. “How Artificial Intelligence is Pushing Man and Machine Closer Together, The Future of Sales is Artificial,” PWC, 2017.
  4. “Healthcare Consumer Survey,” Accenture.

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