Building a Connected Patient Experience for Better Care
Overview
Patients undergoing treatment for cancer and other severe conditions need seamless access to support services throughout their care journey. A leading Danish biotechnology company specializing in antibody therapeutics recognized that its fragmented communication systems created barriers for patients seeking timely information and assistance. The disconnected platforms limited the ability of clinicians and support teams to provide coordinated care, particularly for patients requiring on-call and field support.
The biotechnology leader partnered with HCLTech to transform patient communication through a comprehensive Salesforce Health Cloud implementation. This unified platform created a centralized view of patient information while enabling seamless interactions across multiple channels, changing how individuals access support throughout their treatment journey and ensuring timely assistance when facing serious health challenges.
The Challenge
The company faced several key challenges in delivering consistent and reliable patient support:
- Fragmented patient information: Patient data was scattered across multiple systems, making it difficult for healthcare teams to access complete records during support interactions
- Limited on-call assistance: Patients struggled to reach support teams quickly when urgent questions or concerns arose during treatment, particularly outside of regular office hours
- Field support constraints: Assisting patients in different geographic locations was complicated by inefficient territory mapping and inconsistent support
- Communication inconsistencies: Limited email capabilities hampered regular updates and important treatment information sharing with patients
- Disjointed healthcare professional access: Clinicians, pharmacies and payers lacked a unified view of patient information needed for coordinated care
The Solution
We collaborated with the biotechnology company to implement a comprehensive patient communication platform built on Salesforce Health Cloud:
- Centralized patient information hub: Created a unified view of clinical data, visit history, interaction records and treatment plans accessible to all care team members
- Omnichannel communication platform: Implemented Salesforce Experience Cloud and Service Cloud to enable seamless patient connections through preferred channels, including email-to-case functionality
- Integrated data ecosystem: By integrating with platforms like Tibco/Informatica, patient data from multiple systems was merged into a single, cohesive patient record eliminating silos
- Enhanced search capabilities: Customized search functions allowed healthcare professionals to quickly locate patients, physicians and relevant staff, improving response time and streamlining support coordination
- Automated communication workflows: Enabled dynamic email generation to patients based on treatment milestones and support needs
- Five9 call support integration: Configured specialized applications for comprehensive patient telephone support throughout the treatment journey
This unified approach created a cohesive experience for patients seeking assistance while giving healthcare teams the complete information needed to provide personalized, timely support.
The Impact
The Salesforce Health Cloud implementation delivered significant, measurable improvements to patient support capabilities:
- 30% reduction in operational costs: Streamlined processes and unified systems significantly lowered the expense of providing comprehensive patient support
- Enhanced Healthcare Professional portal: Simplified interface created more intuitive access for external clinicians engaging with patient services
- Improved territory coverage: Better geographic mapping ensured patients received appropriate local support, regardless of their location
- Accelerated response times: Unified information access enabled support teams to resolve patient queries and concerns more efficiently
- More consistent patient communication: Automated workflows ensured timely delivery of important treatment information and follow-up communications
Beyond the Numbers
This transformation fundamentally changed how patients experience support throughout their treatment journey. The shift from fragmented systems to an integrated, accessible platform created more responsive assistance during what is often an overwhelming time for individuals facing serious illness.
Healthcare professionals particularly benefit from the comprehensive patient view. They gain immediate access to interaction history, treatment details and support needs without having to navigate multiple systems. This integration enables more personalized care conversations focused on patient needs rather than information gathering.
Celebrating Success
HCLTech is committed to helping life sciences organizations enhance patient experiences through intelligent, technology-driven strategies. Our partnership with this Danish biotechnology leader demonstrates how digital transformation in healthcare improves operational efficiency and elevates the patient experience.
As healthcare continues to emphasize patient-centered approaches, this modernized Salesforce foundation provides the agility for ongoing experience innovation. It enables the company to continuously enhance how patients access support throughout their treatment journey while maintaining the trust and personal connection, which are essential during critical health challenges.
