From Manual to Automated: How a Leading Healthcare Provider Accelerated Patient-Centric Marketing with Salesforce

Revitalizing Patient Connections in a Fragmented Healthcare Landscape

Our client, a leading healthcare provider known for delivering high-quality patient care, operates across a wide network of hospitals, clinics, and specialty care centers. With a deep commitment to patient-centric services, they recognized the need for a unified and efficient communication system to enhance engagement across all touchpoints. As healthcare moves toward more personalized and immediate interactions, the client aimed to evolve their marketing operations to deliver timely, relevant, and consistent messaging to patients, families, and healthcare partners alike. However, without an integrated platform, they faced challenges in creating a seamless experience for all stakeholders.

This need for a streamlined, automated, and data-driven approach in patient communications led them to Sedin, where they embarked on a transformative journey to reimagine their marketing processes with Salesforce CRM and Marketing Cloud.

What we anticipated along the journey.

Our client faced a myriad of challenges that impacted their ability to deliver consistent, impactful communication with their patients and stakeholders. Fragmented communication channels led to inconsistent messaging, resulting in a disjointed experience that diminished brand trust and engagement. With each campaign requiring manual setup and management, the client’s marketing team was overburdened, often delayed, and unable to achieve the efficiency needed to keep pace with the rapidly evolving market.

Limited data integration was another key hurdle, preventing the client from leveraging critical patient and partner insights to effectively personalize their outreach. This lack of cohesion made it challenging to target campaigns and measure their performance, hindering the ability to track engagement or optimize future efforts. Additionally, coordination with external partners was complicated by misaligned processes and delayed responses, leading to an inconsistent flow of information.

The healthcare market’s dynamic nature required the client to adapt quickly to stay competitive, but a slow, manual response system limited their agility. Without automation, they struggled to scale their operations and provide real-time interactions, missing crucial opportunities to engage and convert patients effectively.

A Data-Driven Approach to Patient Engagement & Operational Efficiency

To tackle the client’s challenges head-on, we implemented Salesforce Marketing Cloud, a game-changing solution that revolutionized their marketing operations. This powerful platform enhanced real-time communication, streamlined workflows, and automated essential engagement processes, resulting in a significant boost in efficiency.

• Unifying platforms for seamless engagement: Integrating Salesforce CRM and Marketing Cloud brought all customer data into one place, allowing for real-time communication, streamlined operations, and consistent messaging across multiple channels.

• Advanced data segmentation for targeted campaigns: With an advanced data segmentation strategy, we enabled precise targeting to ensure that each message resonated with the unique needs of different customer groups. This allowed the healthcare provider to build stronger, data-driven connections, tailoring communications for improved patient experiences.

• Automation for efficient campaign management: Through automated lead nurturing and re-engagement journeys, Sedin eliminated the client’s resource-intensive manual processes. With API-driven, real-time communications and dynamic content, the organization could now easily scale their efforts, ensuring consistent engagement while freeing up valuable resources for other strategic initiatives.

• Enhanced tracking and performance insights: To close the feedback loop, we provided custom reporting with Data Views, giving the healthcare provider deeper insights into campaign performance. This allowed for continuous optimization, ensuring each campaign was as impactful as possible and directly contributing to improved ROI.

Empowering the client to make informed decisions for their business 

The results of our collaboration with the healthcare client were nothing short of transformative. By leveraging the power of Salesforce Marketing Cloud, we achieved remarkable improvements that significantly impacted their marketing efforts:

• 3x Marketing ROI: Our strategic implementation delivered a remarkable threefold increase in marketing return on investment. This significant enhancement allowed the client to reinvest in innovative initiatives, fueling further growth.

• Quadrupled Campaign Effectiveness: The campaigns launched post-implementation demonstrated a staggering fourfold increase in effectiveness. With targeted messaging and streamlined operations, the client connected with their audience like never before.

• 50% Faster Campaign Launch Time: Gone are the days of lengthy campaign rollouts. We achieved a 50% reduction in campaign launch time, enabling the client to respond swiftly to market demands and capitalize on new opportunities.

• 60% Reduction in Manual Data Handling: Automation was key to our solution. By decreasing the reliance on manual data handling by 60%, we freed up valuable resources, allowing the team to focus on strategic initiatives rather than tedious administrative tasks.

These outcomes not only enhanced operational efficiency but also positioned the client for sustained success in a rapidly evolving healthcare landscape. The transformation of their marketing capabilities underscores the critical role of innovative solutions in driving growth and improving patient engagement.