Industry: Healthcare Company
Business Model: Healthcare Payer
Location: Berlin, Germany
Salesforce Health Cloud, MuleSoft, Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Scheduler, Tableau CRM
8 Months
Outcome: We provide quality healthcare services focused on patient well-being, offering accessible care, timely treatments, and support for healthier lives.
By partnering with Wrinom Solutions and implementing Health Cloud, this payer has completely transformed member and potential clients’ relationships. This partnership has not only enhanced their functions but has transformed the customer experience with positive impacts on all departments.
One of the fairly typical issues for a healthcare payer is, of course, that their systems which were inherited are rather outdated and heterogeneous. In the particular case, critical about members and prospective member interactions resided in multiple systems. Marketing and mainly sales could not follow the leads or even target their marketing messages. The field reps complained that, in the meantime, they could not so much as input fundamental customer data, whereas they were out in the field paying a visit to customers.
With this change need identified, this health insurance company approached Wrinom Solutions, seeking massive experience in the healthcare payer industry. In planning for the change for member engagement, we both collaborated on the planning process. The four shifted out all their elderly systems to using Salesforce Health Cloud help a Healthcare payer so that they have empowered over an interconnected sales, marketing, and service platform.
We implemented a routing process of the leads where the sales rep and the timeframe they assigned to identify which prospects should be contacted first matched.
This would be allowing the field sales reps to do all of their scheduling optimization, view territories, view customer data in real time while in visits on their mobiles.
It allowed the employees of the sales and marketing division to have more firsthand contact with the members and potential members of the site. This helped to bring increased focus and intricacy in the interpersonal communication.
This enables the administrators and users to set certain date of when to open enable enrolment of all products. Facilitates record storage, presentation of important time frames, and ensures that other important stakeholders have a look at it.
1. This saved the health insurance company sight of the whole customer journey and hence started improving marketing interactions and cooperating with sales coordination. This set them up for teamwork to be more strategic instead of spending excessive work hours copying, pasting and moving information around. Core activities in the process of identifying leads, categorizing and obtaining business books, and prioritizing out reach notable increase and simply provided more value when we made the transition to using Salesforce.
2. With the help of the Salesforce solution, this health insurance company increased its win rate to a level higher than 75% after its usage. Currently, dashboards and reports to support decisions for every meeting during a day are high at this insurance company, therefore improving sales and marketing. Align Salesforce and live chat, aside from that, free up reps ability to offer service that is more targeted, timely and needed given the creation of a better overall experience for members.
3. This payer worked with Coastal and implemented Health Cloud to alter the landscape in member and prospect interactions. It was not just that – it was faster and provided added values worth far more than experiences that resulted in higher organizational performance across the organization.
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