Salesforce Experience Cloud Healthcare
About Client
Our healthcare client focuses on transforming midlife and menopause care through personalized, evidence-based virtual consultations. The company combines clinical expertise with technology to deliver structured assessments, symptom tracking, and data-driven care plans. By prioritizing comprehensive and context-aware healthcare, our client empowers women with clarity, confidence, and clinically guided decision-making.
Industry
Education Administration Programs
Products
Salesforce Service Cloud
Salesforce Health Cloud
Salesforce Experience Cloud
Challenges
- Lack of a centralized portal made it difficult for clients to access healthcare information and services from a single location.
- Clients had to rely on multiple channels to schedule appointments, review signed documents, manage their healthcare plans, and request support.
- Manual handling of client inquiries resulted in delayed issue resolution and limited visibility into support requests.
- Limited self-service capabilities increased administrative workload and impacted the overall client experience.
Solutions
- Implemented a Salesforce Experience Cloud portal that provides clients with a single platform to manage their healthcare journey.
- Enabled self-service appointment scheduling, access to signed documents, and healthcare plan management, including plan upgrades.
- Implemented a Case Management feature that allows clients to raise support tickets directly through the portal and track their status in real time.
- Automated workflows for case creation, routing, and notifications to ensure faster resolution and improved support efficiency.
- Centralized healthcare information and client interactions into one secure, user-friendly interface.
Results
- 80% reduction in administrative effort through self-service capabilities.
- 75% faster appointment scheduling and support request resolution.
- 90% improvement in access to healthcare information and signed documents.
- 65% increase in client engagement through a unified self-service portal.
- 95% improvement in support visibility with automated case creation and tracking.
