Top Five Salesforce Best Practices for the Healthcare Industry

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Posted on May 18, 2020

Why Salesforce?

In this era of rapid technological change, business leaders need to be aware of the latest software offerings to take advantage of important new functionality. A key platform for business users is the immensely popular Salesforce. Like any other enterprise software, however, Salesforce needs to be configured, customized, and administered properly for optimal function and maximum return on investment. In addition, there are best practices that are unique to each industry.

In a series of blog posts, we’ll be taking a look at important best practices for some of the industries that Korcomptenz specializes in. This post focuses on the healthcare industry.

Salesforce in the Healthcare Industry

The healthcare industry includes providers, payors, pharmaceutical organizations, and medical device manufacturers, to name just a few. From global corporations to rural hospitals, and everything in between, the industry accounts for almost 20% of the US economy.

Throughout it all, healthcare relies on developing personal relationships with customers based on efficacy and trust. Fortunately, Salesforce can easily scale to meet the needs of the largest providers while offering configuration and customization options to address the needs of almost any organization. This enables you to deploy the features, services, and capacity that is right for your care team, while focusing on the relationships that matter.

Here are five key best-practices for the healthcare industry to help you on your journey:

  • Choose the right Salesforce edition: Salesforce offers a customized solution for the healthcare industry, known as the Health Cloud, but it’s not right for every type of organization. The Health Cloud is deal for providers and possibly payors that work directly with patients and provide care, individually or as a team. Medical device manufacturers and pharmaceutical companies that sell to healthcare providers or pharmacies aren’t going to be able to take advantage of features like coordinating care or working with electronic health records. They maybe better off choosing the regular Sales, Service, and Marketing Clouds.

  • Define the benefits you hope to gain in phases: Healthcare is a complicated business with dozens of touch points with patients, insurance companies, and other organizations. You’re not going to be able to solve every problem at once. Instead, focus on what is going to have the most meaningful impact on your organization. For example, you might want to streamline your management of patient appointments or focus on providing consistent access to patient information across your care teams. If you’re a device manufacturer or pharma company, you might be focused on ensuring your products are approved by insurance companies or penetrating larger hospital systems.

  • Customize your experience: There’s almost nothing in healthcare that’s “standard.” Each organization is structured differently, serves different markets, or even has its own unique business model. Salesforce gives you the tools to support unique needs, from capturing the right patient information to generating the reporting that matters most to your stakeholders. Don’t be afraid to implement the custom objects, workflows, or even third-party tools that will make Salesforce successful for you.
  • Create links between business units: Proper care (and increased sales) requires cohesion across different teams. Fortunately, Salesforce features customizable roles and access that enable different departments to leverage the information necessary for them. For example, an appointment can be scheduled by an admissions team, the patient treated by the care team, and then follow up to confirm a positive outcome provided by the post-care team. A different user type in Salesforce with unique workflows for each team can allow your organization to move a patient seamlessly through all these touch points.
  • Monitor and refine your reports and dashboards: Reporting on patient data isn’t any easier than sales data, especially if Salesforce is serving dual roles in your organization. Salesforce’s dashboard and reporting features give you the ability to visualize this data in the most effective format for your users. You can create unique representations of the same data sets that best represent what each of your user types needs to know. From financial to activity data, Salesforce stores it all in a centralized repository enabling you to surface the most relevant information for the most important insights to improve your organization.

Contact Us and Keep Reading to Learn More

We hope the Salesforce best practices in this blog have been helpful to you. Please visit Korcomptenz to learn more about our Salesforce solutions for the non-profit sector or to schedule a complimentary consultation. Also, be sure to check back in the future for best practices for other industries.

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