Our client is a leading international Danish biotechnology company specializing in the creation and development of differentiated antibody therapeutics to fight against cancer and other serious diseases.
The Challenge
A unified platform for patient support and communication
Our client was facing multiple challenges including the lack of easy on-call and on-field support to patients, regular email communication to users as well as territory mapping based on country and zip code. They needed one platform that could consolidate data and offer a centralized view of patient information.
The Objective
Commitment toward seamless patient communication and support
As a leading biotechnology company, our client wanted to provide better patient services to their clients and ensure seamless communication and call support.
The Solution
A closer look at Salesforce Health Cloud transformation
- Transformation using Salesforce Health Cloud — We provided a centralized view of patient information, including clinical data, prior and planned visits and interaction history, to clinicians, payers, pharmacies and healthcare teams
- Community Cloud/Experience Cloud and Service Cloud — We enabled seamless communication through a cloud-based CRM software that allows users to connect with customers, employees and partners through a unified platform. Service Cloud had features such as omnichannel and email-to-case
- Integration with Tibco/ Informatica — Salesforce integration is the process of merging the data and functionality of Salesforce with another application to provide users with a single unified experience. It allows for the team to use an ideal mix of features pertaining to both platforms
- Customization (Account Search) — We enabled custom logic to search patients, physicians, staff, etc., from Master Data Management (MDM) systems, sending emails to patients as well as creating salesforce users dynamically
The Impact
Streamlining Healthcare Professionals portal and cutting costs
HCLTech embarked on refining the Healthcare Professionals (HCP) portal, creating a more seamless experience for external users engaging with patient services applications.
- Through strategic enhancements, we successfully reduced client costs by 30%, capitalizing on the inherent capabilities of Health Cloud
- Complementing this, we configured Five9 apps specifically tailored to provide comprehensive call support for patients
This holistic approach not only ensures operational efficiency but also underscores our commitment to elevating healthcare service delivery.
