Salesforce has recently launched numerous features and capabilities with Customer 360 for Health, a platform that bridges the gap between data, Artificial Intelligence (AI) and automation. The new features are designed to help healthcare providers deliver more personalized care and ultimately reduce operation costs.
Customer 360 is a customer relationship management (CRM) platform that combines Salesforce’s products and services. It allows organizations to have a unified view of every customer. Similarly, Customer 360 for Health is specifically for healthcare and life sciences to ensure better patient treatment.
Among the new capabilities are data cloud, Patient Contact Center, Tableau Accelerators for Health Cloud, and Home Health. The data cloud helps marry data from various sources such as electronic health records (EHRs), demographics, claims, and social and behavioral health into a real-time patient profile. This information enables potentially better risk identification, therapeutic approaches, and personalized care communication. Additionally, AI predictions are layered in to further help analyze insights from similar groups.
The Patient Contact Center is a pre-configured agent console which uses Mulesoft Direct for health cloud to access EHR data. This allows healthcare providers to automate workflows, provide real-time engagements, and even use AI article recommendations to answer frequently asked questions. Tableau Accelerators and Home Health also assist in driving referral analytics, risk analytics, and help reduce patient no-shows.
Salesforce is an American cloud-based software company that specializes in customer relationship management (CRM). It was founded by Marc Benioff and Parker Harris in 1999, and has since grown to be one of the most influential companies, serving the likes of Coca-Cola, Phillip Morris, and Fidelity.
Natalie Schibell is a vice president and principal analyst at Forrester. She specializes in customer-driven insights and provides advice on how digital capabilities should play a central role in enterprise strategy. Schibell has been featured in various publications such as the Harvard Business Review, MIT Sloan Management Review, and Forbes.
