Facing significant hurdles in patient engagement and awareness, a global biopharmaceutical company collaborated with Persistent to create an integrated and highly personalized patient management platform, leveraging advanced technologies to enhance patient care and streamline operations.
The Challenge
The client faced difficulties creating effective patient awareness and engagement platforms. Patients were unaware of the services and financial help the customer offered. Digital engagement became crucial but remained complicated. To tackle these challenges, the client teamed up with Persistent to better inform and engage patients. Persistent brought Customer Centricity to One PRM (Patient Relationship Management) platform. Persistent has leveraged an outcome-based, KPI-driven delivery model over the past five years.
The Solution
Recognizing the client’s challenges, Persistent built One PRM Reimbursement Hub using Salesforce Health Cloud and integrated it with Apple Health Kit and Research Kit. This integration ensures seamless data flow and enhanced patient care management.
Persistent’s Salesforce Marketing Cloud configuration for a hyper-personalization strategy means that their outreach is more targeted and effective, educating and supporting patients with precision and care.
Persistent launched an Electronic Product Specification (PSF) using the Salesforce stack. This modernizes their documentation process, making it more efficient and accessible.
The Green Valley initiative by Persistent has enhanced user experience by ensuring data reliability through Master Data Management (MDM) and improved contact center efficiency with the Express Lane project. These improvements ensure that their data is accurate, and their services are prompt and effective.
By employing predictive risk models, Persistent ensures timely interventions that keep patients on track with their treatments. Additionally, their insight-driven campaigns foster loyalty and keep patients engaged through relevant, personalized interactions.
Recently, Persistent developed an MVP with Agentforce for chatbot channels aimed at patient engagement, covering aspects like consent and FAQs. This helps in providing quick, accurate responses and improving patient satisfaction.
Outcomes
- 12 drug launches in 3 years on one platform, accelerating market entry.
- Weeks to hours in Rx setup and patient onboarding.
- 100% automation and zero errors in benefit verification and pre-authorization process.
- 10+ applications Integrated into One PRM, boosting operational efficiency.
Products
- Salesforce Health Cloud
- Salesforce Experience Cloud
- Salesforce Marketing Cloud
- Agentforce
