How Can a Salesforce Consultancy Help Healthcare Providers Improve Their Communication Strategies

Out of all the industries out there, healthcare is the one in which trust matters the most. And the key to building trust is effective communication. While the focus is always on giving the best patient care, we can’t miss out on the fact that how we maintain communication with them also matters. That’s where Salesforce consultancy can be helpful in giving HCPs a centralized platform to engage with patients and manage their records.

When we talk about the healthcare sector, the key to delivering better experiences is knowing about the audience, their current conditions, and their expectations of care. And all of that comes from engaging with them in an efficient way. Using Salesforce is a great way to manage all records and engagement details through a single platform. 

In this blog, we’ll be talking about different ways to use Salesforce in the healthcare sector that can help to improve communication strategies. 

Ways to Build Trust in Communication Strategies for Healthcare Providers

Let’s have a look at the different ways healthcare professionals can leverage Salesforce to improve their communication strategies.

1. Enable conversation through easy-to-use digital channels

Everyone is going digital these days, even the healthcare sector. Health consumers prefer going for virtual checkups and remote monitoring instead of traditional in-person visits. So, the providers, too, need to focus on bringing in digital channels for engagement practices. 

Studies show that 64% of consumers (under 65 years of age) prefer having online capabilities when expecting services. So, it is essential for healthcare institutions to implement the same to boost engagement and build trust with consumers. With the help of Salesforce consultancy services, providers can easily integrate multiple digital channels with Salesforce to manage engagement on a single platform.

2. Improve the response time

It was uncovered in the Connected Health Consumer Report that 71% of respondents stated that receiving timely responses from the provider is one of the major factors that helps them trust their healthcare services. There are times, especially in the healthcare sector when consumers expect more than just self-service options, and that’s where the need is to have a single platform to deliver a streamlined experience for consumers. Using CRM with the help of a trusted Salesforce consultancy to manage consumer queries and questions and quickly respond to them is a great way to handle the responses without having to keep them waiting.

3. Deliver personalized service and care

One of the key aspects for healthcare providers is to provide consumers with custom care plans and ensure that patients stick to them. This is how they can work on improving outcomes and maintaining trust among consumers. 

This is where having a connected system is helpful to ensure that providers have a 360-degree view of patients to manage holistic records and build care plans that are personalized for each consumer. 

To grow in the healthcare sector, providers need to work on building trust with consumers through effective communication. Maintaining consumer records and streamlining engagement through Salesforce consultancies in the USA will help to achieve it. Here’s how we helped one of our clients in the healthcare industry to overcome their existing challenges. 

What We Did for Our Client

We helped one of our clients, a recognized thyroid treatment center headquartered in Sydney. The establishment deals exclusively in consultations, treatments, and prescriptions for patients with thyroid ailments.

Our implementations for them would affect operations that touched their entire client base throughout Sydney across all clinics.

Challenges they faced

The client was previously using Zenoti as their CRM solution. Zenoti’s interface was not customizable and unyielding, and its external ecosystem wasn’t nearly as mature as that of Salesforce. Querying, viewing, and accessing data was challenging for medical staff and administrative personnel.

Record and data accessing routines were fairly rigid and cost administrative time. For instance, patient forms were converted and stored in PDFs manually. Wait times for test results also held up treatments, inflated non-appointment-related inquiries, and caused irregularities in face-to-face follow-ups. 

The medical staff at the thyroid treatment centers were stretched thin and intended to attend to as many patients as they could. But without filtered views of data to single out no-shows, they were faced with several patients who fell through treatment owing to inconsistent follow-up communication and reminders. 

The external subscription app failed them continuously and made prescription drug payments difficult. To add to this, inventories were never in sync or truly representative of actual medicine quantities, resulting in canceled orders and patient anxiety.

How we helped

We suggested the team migrate to the more robust Sales Cloud with greater support to cut down on long-term development costs. For this, we suggested mimicking all Health Cloud usage typical of the healthcare vertical with custom integrations.

The main calendar-based view was customization over the Calendar Anything AppExchange add-on, with custom objects, visualizations, and Quick Action buttons over records.

The standard Eway integration was switched out for a custom Lightning Component to enable ‘single-click’ payments. We also set up custom inventory management in the Sales Cloud to create orders easily and update inventory numbers in real time to prevent stockouts and order cancellations.

A Natterbox CTI received and made calls from the system with patients’ records on hand. Custom forms were created to capture information that was later stored as PDFs with a Google Drive integration. Then, previous tickets or cases were migrated over to a custom Zendesk-Sales Cloud integration for internal ticketing. 

Reported outcomes

Here’s what we helped our client achieve:

– Improved payment accuracy and collections.

– Reduction in overall treatment lifecycle times.

– A familiar single-pane calendar view to facilitate easier ticketing, case creation, appointments, and rescheduling. 

– Reduced licensing, reusability, and development costs over the long term.

– Expedited emails for lab test results.

Improve Healthcare Engagement with Salesforce Consultancy

It’s true that patients who have a high level of trust in their healthcare provider are more likely to stick with the same provider. So, the key here is to build that level of trust among consumers, which will be possible by maintaining efficient communication with them. That’s where Salesforce consultancy services would help you. 

Implementing Salesforce to maintain a holistic patient record and engage with consumers will significantly help providers achieve that level of trust and keep their consumers connected with them. 

We’ve helped many of our clients from the healthcare sector to streamline their siloed data and disintegrated operations. Contact us to achieve a significant boost in your patient management and streamlined engagement. 

Siddharth Sehgal

CEO

Siddharth Sehgal is CEO & Salesforce Communication Guru. He helps businesses grow exponentially by putting their Salesforce CRM on steroids with his unique techniques. He is on a mission to help businesses build deeper relationships with their customers.