Insurance 

eCommerce

Healthcare

Pharma

Medical Device

Non Profit

Transforming Patient and Provider Engagement for a Leading Healthcare Provider 

Introduction 
A prominent healthcare provider, operating across several hundred locations, sought to enhance patient conversion and provider engagement. With specific objectives to reengage passive and inactive patients, boost brand awareness through newsletters, reduce visit cancellations via appointment reminders, and facilitate automated notifications to facilities, the client also aimed to streamline communication processes with providers. 

Challenge  
The challenge was to optimize patient and provider engagement through personalized communication and timely notifications. The client aimed to reengage passive patients, reduce appointment cancellations, and establish streamlined communication with providers. 

Solution 
A holistic solution was devised to address the challenges: 

• Patient Journey Mapping: Developed a comprehensive patient journey map to identify touchpoints and key areas for engagement.

• Program Roadmap: Outlined a phased program roadmap, progressing through crawl, walk, jog, and run phases for systematic implementation. 

• Salesforce Marketing Cloud Implementation: Utilized Salesforce Marketing Cloud, including Journey Builder and Automation Studio, to create patient journeys and automate reporting and data loads. 

• Insightful Dashboards: Developed dashboards and reports for insights, trends, conversion rates, open rates, and other engagement metrics using tools such as Power BI and Tableau. 

 
Business Outcome  
The outcomes were transformative: 

• Enhanced Patient and Provider Engagement: Leveraged Salesforce Marketing Cloud Journey Builder to deliver timely notifications, increasing patient and provider engagement. 

• Personalized Content: Utilized Content Builder to create personalized email content, tailoring communication to individual patient needs and preferences.  

• Segmentation Capabilities: Employed Salesforce Marketing Cloud to segment users based on demographic data, geography, and other attributes, enabling targeted and effective communication.  

• Real-time Marketing Insights: Reviewed marketing insights in near real-time using Marketing Cloud engagement data, allowing the client to adapt strategies promptly. 
  

Tools

Conclusion 
The implementation of Salesforce Marketing Cloud not only increased patient and provider engagement for the healthcare provider but also provided valuable insights for informed decision-making. The client successfully reengaged passive patients, reduced visit cancellations, and established a streamlined communication process with providers, ultimately enhancing the overall patient experience and brand perception.