3 Powerful Use Cases for a CRM in Healthcare

April 06,2021

The healthcare industry has been working overtime to keep us safe and alive throughout this pandemic. Here's how using a customer relationship management system designed for healthcare helped them deliver vaccines, administer contact tracing, and provide remote care.

Technology has always played a vital role in healthcare, from medical procedures like X-rays to highly secure administrative software to manage confidential patient information. Artificial intelligence helps providers make recommendations to patients and lower waiting times. Several tech startups are aiming to revolutionize cancer treatment, telemedicine, joint pain management, and more.

With tech tools guiding us through our patient and provider journey, it’s no surprise that it’s currently valued at a whopping $2 trillion.  A notable part of that spending is on healthcare versions of customer relationship management software to connect systems and applications so that providers can more easily exchange and interpret vital health data. The resulting in-depth view into their patients makes it easier to develop sensitive, personalized, effective patient care journeys. Salesforce Health Cloud is a notably successful one, especially when supplemented by its other services.

Here are some ways healthcare companies have leveraged the insights delivered by Salesforce to keep their businesses and patients glowing with health:


Delivering vaccines throughout the world

Delivering anything all over the world is nowhere as easy as Christmas movie Santas make it look. Especially with something as fragile and vital as a lifesaving vaccine, it’s an effort requiring an insane level of scalability. Don’t forget our current population size of approximately 8 billion humans, many of which are looking forward to mingling in-person again ASAP.  Unsurprisingly, this isn’t going to be cheap either: the estimated price tag of vaccinating everyone is going to ring up around $5 billion when you take manufacturing, delivery, distribution, and other processes into account. 

Fortunately, there’s always the goodwill (and probably loads of Zoom fatigue) of other people, many who have stepped up to donate. The CDC Foundation, the nonprofit leading worldwide COVID-19 relief efforts, collected over $30 million from individuals, corporations, and philanthropies in just a few months. To efficiently manage all this help, they turned to the power of Salesforce Nonprofit Cloud to keep track of who was donating what. The Cloud’s artificial intelligence and analytical ability provided deep insights into donor behavior, such as who was most likely to donate more. 



Providing care from home

A fantastic example of delivering care at home is from Lifesprk, a senior services provider. In just a few weeks, Lifesprk launched a successful care-at-home program to help keep its high-risk population out of the hospitals. To keep them healthy at a distance, they relied on Salesforce Health Cloud to gain a 360 view into their patients. This enabled them to monitor patient activity, stats, and needs, including their current blood pressure and pulse. Every phone and video call was tracked. 

Patient medical records, lifestyle information such as diet, and even their social connections were accessible in a centralized location. This made it easier for multiple teams to easily pull up information and proactively prevent hospitalization together. Keeping their patients out of the hospitals kept the hospital beds clear for the most severe cases and reduced their total viral load. That’s quite a positive impact not only on their own members, but in the members’ communities as well!


Contact tracing

Contact tracing means a public health official reaching out to you when you test positive for an illness to log where you’ve been and who you’ve been in contact with. Hopefully, you’ll never have to hear that dystopian-sounding phrase again. But before that, let’s recap how using a CRM assisted with contact tracing. 

Automation and workflow simplification was key, enabling public health officials to more quickly detect who’d just tested positive. The tiny state of Rhode Island chose Salesforce Customer 360 for Government for its integrated approach, giving them a comprehensive view into every COVID-19 case in the state. Of course, Health Cloud captured all the patient data, including symptoms and demographic information. This enabled them to better understand how the pandemic fared in different communities. 

A particularly notable feature was automated symptom monitoring, which meant the COVID-19 afflicted patient receiving an automated text message asking for any symptom changes and resource requests, such as needing help securing some food. The results are logged into Salesforce and the list of everyone needing support is sent to the state’s local United Way 211 for fulfillment. 


Moving forward

Even if you aren’t saving the world or even just your state, using a healthcare-oriented CRM like Salesforce Health Cloud can still help you save lives, prevent the spread of viruses, figure out if that patient really started their green juice plan, and overall take care of your community and beyond. 


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 whenever you’re ready to explore a new way to streamline your operations, strengthen your patient-provider relationships, take advantage of AI-powered recommendations, all to keep your patients coming back healthier than before!