Adventist Health helps deliver personalized patient experience with a unified CRM

What was the challenge?

“Healthcare systems have new opportunities to improve customer loyalty as consumer expectations and technologies change rapidly. They also need to find innovative ways to help increase revenue, reduce costs and comply with changing regulations. Today, many patients want convenience, personalized care interactions and to feel recognized by their healthcare provider. We were looking for a new digital engagement platform that could help meet those needs and provide a distinct view of both current and potential patients. This platform would help us better understand the patient journey, improve efficiency and gain access to more data-driven insights.”

Describe the solution delivered by the PwC community of solvers.

“PwC took a thoughtful and systematic approach to our new implementation of Salesforce Health Cloud, Salesforce Marketing Cloud, Salesforce Marketing Cloud Intelligence and Salesforce Data Cloud. These applications merged various legacy systems used for marketing, network management and access, which are often crucial for creating an efficient patient experience. By consolidating these key business functions on the Salesforce platform — along with key integrations to our EHR, Telephony and other ancillary systems with MuleSoft — we were able to gain a centralized view of our consumer population. This enabled us to have more engaging and proactive interactions in person and on the phone, resulting in improved patient experience. Both our team productivity and revenue generation increased. Additionally, this initiative served as a prime example of innovation within our organization, setting a standard for future advancements.”

How does the solution blend the strengths of technology and people?

“The success of a digital transformation hinges on more than just the introduction of new technologies. It requires a strategic and thoughtful approach. We selected PwC as our advisor not only because of the team’s depth of industry and Salesforce experience, but also on its ability to be a true collaborator. The cross-functional team helped us define a clear vision, craft effective strategies and identify specific areas where our technology could be successfully implemented. PwC understood that there were multiple stakeholders in play — employees, patients, executives, caregivers — each with needs to be met.”

Where or how did innovation and unexpected ways of thinking come into play?

“This work had a direct impact on our patients, so it was important that it succeed. PwC’s approach and resources pushed us to think outside the box, focus on ROI, helped mitigate risks and exceed our initial expectations within a tight timeline. Together, we identified opportunities for integrations, automation and ways to leverage cloud-based capabilities like optical character recognition to improve data entry efficiency and streamline processes. With this foundation in place, future growth and expansion can be much easier to achieve.”