RESOURCE CENTER

How Digitally Enabled Healthcare Can Give Patients the Experiences They Expect

Deliver on patient expectations with a healthcare technology platform that lets you innovate, collaborate, and engage from anywhere

NOV 10, 2021. 7.5 MIN READ

The new norm for healthcare includes access to providers from anywhere and integrated medical information that creates a comprehensive view of the patient. During a year where trust dipped in nearly every industry sector, healthcare providers have had to make sweeping changes to earn or maintain patient trust and deliver on their skyrocketing expectations. According to Salesforce’s 2021 Connected Health Consumer Report, only 23% of consumers completely trust the health industry.

23% of consumers completely trust the health industry

Source: “Connected Health Consumer, 2nd Edition” Salesforce Research, 2021

Organizations that personalize services in response to an individual’s medical and nonmedical health factors are met with increased consumer trust. For example, Salesforce’s research found that compared to providers with lower consumer trust, trusted providers are twice as likely to ask patients about nonmedical needs impacting health. This indicates that to continue building trust, it’s important for health organizations to gain a holistic understanding of the consumers they serve.

To keep up, providers recognize that the future of healthcare centers on putting data to efficient use. It starts with the right digital tools and healthcare technology to meet growing patient expectations for instant access and great experiences. This guide will show you how a customer relationship management (CRM) platform is central to success.

Discover why the following strategies are important, and how CRM platforms can help you achieve them:

Help care providers turn information into action
Personalize every patient interaction
Help healthcare workers help patients

OEM Trend #3: Improving Relationships with Channel Partners

Finally, strong collaboration with channel partners is essential for driving revenue growth. Excellent partner relationships lead to excellent customer service, benefiting everyone. But too often, poor communication and competition get in the way. According to a BCG survey, 38% of corporate ecommerce channel managers said channel conflicts are their top business concern. And 44% believe tensions will increase in the future.

Digital technologies can help improve OEM/dealer engagement, drive increased revenues, and improve dealer and end-customer satisfaction. It all starts with the objective of providing an excellent end-customer experience that flows seamlessly from the OEM to the dealer to the end-customer and back.

You can help partners succeed with updated training modules, easily-customized marketing materials, and communication and productivity tools that improve efficiency for them while keeping you in the loop. Successful co-marketing is about adopting an everybody-wins mindset and using collaboration tools to make sharing easier. Establish a better connection with partners and they’ll help you learn more about customer trends. This will enable you to create better products and services.

A trusting, cooperative atmosphere loosens tensions and fosters brainstorming. That can lead to innovations neither party would have come up with on their own. And that can lead to hitting milestones faster, while reaching for new goals.

Bringing all incentive data into your CRM is a game changer.

The Salesforce Advantage

Salesforce has the tools to support you in each of these areas.

Our commerce solutions can help OEMs digital aftermarket parts storefronts parts storefronts that enable seamless self-service purchasing experiences for dealers and end-customers.

Our service, field service, analytics and AI solutions can help you build a data and customer service infrastructure that drives strong service-based business models.

Our Accelerate Channel Management solution can help you build stronger working relationships with channel partners. You’ll find tools for recruiting and onboarding, co-marketing, sales collaboration, business forecasting, training, and more. In addition, with our new Channel Incentive Management Solution, you can leverage both rebates and loyalty programs to drive channel engagement and improve channel performance.

White Paper: The Customer Experience in Health Care

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The Customer Experience in Healthcare: New Journeys Ahead

Scale care from anywhere.

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Scale Care Anywhere with Complete Digital Engagement Solutions

Personalized Healthcare: Moments That Matter

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Personalized Healthcare: Moments That Matter

See how you can lower costs and create a better patient experience.

Find out how healthcare technology enables:

A single view of relevant information about patients, their conditions, and care
Empowered provider teams delivering exactly what patients need
Smoother healthcare operations which create IT savings and personalized experiences for patients