Narayana Health, a prominent healthcare provider in India, has unveiled a strategic collaboration with Salesforce, the leading AI CRM provider, aimed at revolutionizing patient experiences and enhancing operational efficiency.
Enhancing Patient Experiences with Salesforce Solutions
Narayana Health has adopted Salesforce Service Cloud for patient relationship management along with the Unified Feedback Management System (UFMS). This integration has addressed several challenges, including the elimination of siloed applications, manual data sharing processes, and the establishment of a comprehensive 360-degree view of patients. By leveraging Salesforce’s capabilities, Narayana Health has achieved significant improvements in call handling times, collaboration efficiency, and complaint resolution processes, resulting in a smoother patient journey.
Leveraging Salesforce Marketing Cloud for Preventive Wellness Campaigns
In addition to Service Cloud, Narayana Health is utilizing Salesforce Marketing Cloud to execute targeted preventive wellness campaigns. This strategic initiative aims to proactively engage with patients and promote wellness initiatives, thereby contributing to improved patient outcomes and overall well-being.
Driving Operational Efficiency with Data-Driven Insights
Salesforce’s comprehensive suite of solutions has facilitated enhanced information flow across departments, enabling data-driven decision-making processes within Narayana Health. By harnessing valuable insights from Salesforce’s AI-powered analytics capabilities, Narayana Health can optimize its healthcare services, streamline operations, and further enhance patient experiences.
Implementation Partner: Persistent
Persistent, serving as the implementation partner for this project, brings extensive expertise in both Salesforce solutions and the healthcare industry. With over 18 years of strategic partnership with Salesforce, Persistent boasts 7,100+ specialty and practitioner certifications, along with 300,000+ Trailhead Badges. This collaboration underscores Persistent’s commitment to driving innovation and delivering value-added solutions to healthcare organizations.
Driving Healthcare Transformation through Data and AI
Narayana Health is actively exploring the integration of Data and AI-powered interventions across various healthcare use cases to make its services more accessible and efficient. By harnessing the power of emerging technologies, Narayana Health aims to redefine healthcare delivery, improve patient outcomes, and create a more connected and personalized healthcare ecosystem.
“At Narayana Health, we believe in harnessing the power of technology to bridge healthcare gaps and provide superior services. Our collaboration with Salesforce is a pivotal step towards achieving this vision. This collaboration aligns with our commitment to offering high-quality healthcare at scale, and we look forward to further advancements in patient-centric services. As the next steps, we want to expand geographical coverage and further extend the reach of healthcare services to positively impact the lives of more patients across India.” Said Kumar K V, Group Chief Information Officer, Narayana Health.
“Salesforce is proud to collaborate with Narayana Health in their mission to revolutionize healthcare experiences. We are committed to providing tools and solutions that contribute to the long-term success of our partners in the healthcare industry. This collaboration signifies our relentless commitment to not only meet but surpass the ever-evolving needs of both patients and healthcare providers,” said Arun Parameswaran, Managing Director – Sales, Salesforce India “Together, we aim to create a healthcare ecosystem that prioritizes patient-centricity and operational excellence.”
“We are thrilled about our partnership with Narayana Health and Salesforce, as we work together to reimagine patient experience by combining technology innovation with process transformation. With our extensive experience in Salesforce platforms and deep domain expertise, we automated data processes and built a 360-degree patient view, empowering Narayana Health to streamline their workflows, make data-driven decisions, and provide relevant offerings to their patients. We are already seeing a decrease in incoming call handling times by about 20%. The Unified Patient Feedback Management System is witnessing increased adoption, leading to reduction in resolution times by 85% in the last quarter alone. We remain committed to enhancing patient experience and health outcomes using cutting-edge technology platforms like Salesforce,” says Jayati Chatterjee, Vice President, Persistent Systems.
Also read – Panda Headphones for Kids launched by Promate
Join our WhatsApp News Channel for quick updates – FYI9 News WhatsApp Channel
