Unlocking Data for Patient Loyalty to Drive Revenue
Hear how a 12-month multicloud project improved handle time, reduced abandonment, increased revenue, and automated PRM and referral processing to help meet patient expectations through data insights.
Important: This session is first come, first seated. You do not have a reserved seat.
, Chief Information & Digital Officer, Adventist Health System / West
, Principal, Salesforce Provider and Slack Capability Lead, PwC
, GM of PwC, Alliances and Channels, Salesforce
Role: Service
Industry: Healthcare and Life Sciences
Product: Agentforce Service
Topic: Data
Session Level: Intermediate
Session Type: Theater
Tuesday, Sep 172:00 PM - 2:20 PM PDT
(9:00 PM - 9:20 PM GMT)
Moscone West, L2, Astro Theater
Session Summary by Einstein: In this session, Adventist Health's partnership between Salesforce and consulting partners, including PwC, was highlighted. The partnership has led to a 44% increase in data management capacity and a 31% rise in digital technology adoption for customers. Speakers showcased Adventist Health's journey, where they leveraged a multi-cloud solution, including Health Cloud, Marketing Cloud, Data Cloud, and MuleSoft, to integrate disparate data sources, resulting in a significant boost in agent productivity and customer satisfaction. Key metrics revealed a 20% reduction in abandonment rate, 24% improvement in call handle time, and a 2-3% decrease in appointment no-shows, illustrating the substantial impact of Salesforce's multi-cloud solutions on healthcare operations.
Key Takeaways by Einstein:
• Adventist Health's implementation of a multi-cloud solution including Health Cloud, Marketing Cloud, Data Cloud, and MuleSoft, led to remarkable improvements in their digital transformation efforts.
• The partnership with PwC enabled Adventist Health to harness the power of over 15 different API connections, integrating multiple systems to create a comprehensive consumer data platform.
• Through the use of Salesforce's suite of tools, Adventist Health not only improved operational metrics but also achieved app rationalization, reducing system complexity and cybersecurity risks.
With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.
Merlinda Lu
Salesforce Developer, IBM
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