Our client is a renowned leader in clinical laboratory testing, conducting over 97 million diagnostic tests annually in Arizona. The company plays a crucial role in the healthcare industry, providing essential services to patients and partnering with healthcare providers.
The client faced significant challenges related to manual processes, patient engagement, provider engagement, and reliance on disparate spreadsheets. The need for a streamlined solution to enhance communication and efficiency in engaging both patients and providers was apparent.
Leveraging Salesforce Marketing Cloud, we crafted a custom solution to address these challenges. After assessing all needs, we implemented Salesforce Marketing Cloud. The primary goal was to establish a comprehensive digital marketing strategy, replacing manual processes and consolidating information from various spreadsheets into a unified, flexible platform.
We initiated patient engagement through Marketing Cloud. By creating distinct journeys based on attitudinal segmentation, the company could tailor communications to specific patient needs. Whether proactive or avoidant in their approach to health, patients received targeted messages about available tools, tests, and benefits, enhancing their overall healthcare experience.
By transitioning from manual processes and outdated tools like Microsoft Outlook to Marketing Cloud, We transformed its provider engagement. The platform enabled efficient tracking and nurturing of provider relationships, consolidating seven disparate spreadsheets into a single engagement platform. The adoption of our solution saw a significant boost, with digital engagement reducing the onboarding time from 2-3 weeks to an impressive 2-3 days.
Marketing Cloud not only automated processes but also facilitated client and provider surveys. This feedback loop provided the ‘voice of the customer,’ helping clients refine communications, enhance offerings, and align business processes and goals more effectively.
Driving Growth and Efficiency The implementation of Salesforce Marketing Cloud brought about a paradigm shift for clients, leading to faster engagement, personalized communications, and streamlined processes. The company successfully navigated from manual, disparate systems to an integrated, data-driven engagement platform, significantly improving both patient and provider experiences. This case study highlights the transformative power of technology in addressing industry challenges and fostering growth.