Salesforce Releases New Customer 360 for Health Capabilities

The updates enable healthcare providers to offer more personalised patient experiences

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Last Edited: April 17, 2023

James Stephen

Salesforce has released new Customer 360 for Health capabilities which will allow healthcare providers to create more personalised patient experiences.

Innovations to the healthcare solution include Data Cloud, AI, and automation capabilities, resulting in real-time personalised care, reduced operational costs, and stronger patient relationships.

Healthcare providers need these innovative technologies to ensure a higher level of patient care, but Salesforce believes that many healthcare organisations have not yet implemented the necessary solutions and are, therefore, failing to meet customer expectations.

Amit Khanna, SVP & GM, Healthcare and Life Sciences at Salesforce, said:

“The future of healthcare requires trusted, compliant technologies to help deliver greater levels of personalization and automation.

“Customer 360 for Health, Data Cloud, and Einstein AI use the full power of Salesforce to deliver faster time to value, helping any healthcare organization build more trusted patient relationships at a lower operational cost.”

Salesforce pointed to an Accenture consumer healthcare survey which found that nearly 80 percent of respondents listed hard to navigate care journeys online and with customer support as one of the top reasons for switching provider.

A Salesforce report found that 79 percent of healthcare organisations have cited increasing efficiencies and decreasing operational costs as priorities for the next two years.

New Customer 360 Health Capabilities

Real-time data from Data Cloud, Einstein AI, and Flow automation enable the automation of manual processes such as patient scheduling, intake, and prior authorisations.

Home Health assists in the automation of intake and scheduling processes for in-home treatment with scheduling workflows to change prior authorisations into scheduled visits, depending on patient preferences.

Home health managers can manage appointments and carer assignments on a single platform. Health professionals are also able to access the platform while they are visiting patients to view their data, including medication information and preferences.

Data Cloud for Healthcare allows organisations to connect clinical and non-clinical patient data into a patient profile from electronic health records (EHR), assessments, social and behavioral data, and more.

These health insights help organisations to spot potential risks, educate patients via personalised communication, and decide on therapeutic approaches.

Einstein Predictions provides care teams with data insights from similar groups to gain a greater understanding of a patient’s condition.

The Patient Contact Center is an agent console, which provides a patient overview, via MuleSoft Direct for Health Cloud.

Using the contact centre, healthcare organisations can improve patient interactions by scheduling appointments and updating billing and insurance information.

Action Launcher enables agents to automate workflows to increase the speed of patient service.

Einstein Article Recommendations furnished agents with AI-surfaced knowledge article recommendations on popular topics, such as existing claims and insurance cover.

HIPAA-compliant voice channels allow agents to keep calls with patients private and secure.

MuleSoft Direct for Health Cloud adds an out-of-the-box connector to access HER data, which non-clinical teams can use to submit prior authorisation requests.

Tableau Accelerators for Health Cloud are intelligent dashboards for use cases, including referral analytics, risk analytics, and insights. The Table Accelerators can be customised and combined with their data to provide improved data-driven insights.

In October last year, Talkdesk referred to patient experiences as “disjointed” and “inconsistent”, due to the adoption of new tools which are not effectively syncing up with one another.

CX Today recently explored the top five use cases for CX in the healthcare industry.




Brands mentioned in this article.


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