Salesforce® has grown to become the largest player in the CRM market. One major reason for this has been its large ecosystems of specific clouds, from retail to healthcare and manufacturing. Salesforce pitches unique solutions to each of those sectors, catering to the different challenges each faces. But how would you know which Salesforce cloud best suits your business?

In this Ad Victoriam Salesforce Blog, we’ll explore some of Salesforce’s most popular clouds—Sales Cloud, Service Cloud, Manufacturing Cloud, Health Cloud, and others—to help you decide which solution best solves your business needs.

Sales Cloud: Supercharging Your Sales Process

Sales Cloud is Salesforce’s flagship solution to accelerate sales, increase lead conversion, and develop stronger customer relationships. Be it a small business or a large enterprise, Sales Cloud provides tools to manage contacts, accounts, opportunities, and sales pipelines effectively.

Key Benefits:

• Lead Management: Automate capturing and scoring leads with AI-powered tools like Einstein Lead Scoring.
• Forecasting: Use real-time data to generate highly accurate sales forecasts.
• Customization: Make Sales Cloud your own with workflows and integrations customized to your needs.

Industry Fit:

Sales Cloud is an extremely flexible solution that will adapt to nearly any industry. However, industries such as manufacturing or tech in B2B companies usually have very long sales cycles and thus see the greatest benefit from robust pipeline management and forecasting tools.

Stat Spotlight:

With Sales Cloud, Salesforce reports that customers see a 32% increase in lead conversion and a 28% increase in sales revenue. Click here to learn more about these statistics.

Service Cloud: Raising the Bar on Customer Service Across Channels

Service Cloud was built to empower companies to provide the best customer service through the unification of all service touchpoints on one platform. Whether your business offers support via phone, email, chat, or social media, Service Cloud provides the tools to manage all these channels seamlessly.

Key Benefits:

• Omnichannel Routing: Route customers automatically to the right agent, selected based on expertise, availability, or customer priority.
• Self-Service Portals: Customers can sort out many common problems on their own through knowledge bases or communities. 
• AI-Powered Insights: Einstein AI provides agents with relevant solution suggestions and automates repetitive tasks.

Industry Fit:

Service Cloud would apply most to industries whose business relies a lot on customers and customer support, like retail, telecommunications, and financial services.

Stat Spotlight:

Companies using Service Cloud see a rise of 45% in customer retention and 34% in agents’ productivity. This and more are courtesy of Salesforce.

Manufacturing Cloud: Powering Production and Demand Forecasting

Manufacturing Cloud is purpose-built for manufacturers, offering tools to manage sales agreements, track production goals, and align supply chains with market demand. It bridges the gap between sales and operations with a holistic view of customer relationships, coupled with efficient production.

Key Benefits:

• Sales Agreement Management: Keep track of key metrics, including revenue targets, product mix, and shipment dates that ensure alignment between sales and production.
• Forecasting: Leverage AI-powered insights to project demand and make real-time adjustments to production schedules.
• Collaboration: Share real-time data across sales and operations for complete visibility and agility.

Industry Fit:

Manufacturing Cloud is the right fit for those discrete manufacturing, automotive, and high-tech companies where long-term contracts and complex supply chains call for increased coordination between sales and production teams.

Stat Spotlight:

According to Salesforce, with Manufacturing Cloud, manufacturers see a 40% improvement in forecast accuracy. Click here to learn more about these statistics.

Health Cloud: Innovative Patient-Centric Care

Salesforce Health Cloud empowers innovation at healthcare organizations with a set of capabilities powered by patient-centered care. This cloud helps manage patient information for better communication and delivers personalized care experiences at every touchpoint.

Key Benefits:

• Unified Patient Profiles: Integrate clinical and non-clinical data into one view to offer personalized care.
• Care Coordination: Allow the care team to collaborate in real-time and monitor patient progress by managing appropriate treatment plans.
• Compliance: Keep your organization aligned with HIPAA and other regulatory standards concerning data privacy and security.
• Compliance: Keep your organization aligned with HIPAA and other regulatory standards regarding data privacy and security.

Industry Fit:

Health Cloud would be imperative for any hospital, private practice, or pharmaceutical company in running a modernized delivery model with much-improved patient outcomes.

Stat Spotlight:

Salesforce reports that organizations with Health Cloud see a 22% reduction in patient readmission rates and a 31% increase in patient satisfaction. For more information, click here.

Salesforce Commerce Cloud & Consumer Goods Cloud: Making Retail Personal

Salesforce Commerce Cloud and Consumer Goods Cloud are necessary components in helping retailers provide personalized customer experiences and seamless continuity. These clouds empower companies in the retail industry to seamlessly connect digital and in-store touchpoints, drive efficient operations, and provide consistent omnichannel experiences.

Key Benefits:

• Personalized Journeys: Retailers can extend their abilities to present personalized promotions, recommended products, and marketing messages across online, mobile, and in-store touchpoints with the power of AI-driven insights.
• Unified Commerce: Both enable integration of all sales channels in-store, online, or via mobile apps on a single cohesive platform that assures consistency and friction-free customer shopping.
• Inventory Management: It enables real-time inventory tracking across all channels and allows retailers to ensure that the right products are available for customers wherever and whenever they need them, minimizing out-of-stocks and optimizing their replenishment strategies.
• Revenue Lifecycle Management Strategy (RLM): By implementing an RLM strategy, a business can quickly grow and succeed. By understanding your customers and their needs, you can improve your sales, marketing, and customer service efforts, leading to increased revenue, stronger customer relationships, and a more profitable business. 

Industry Fit:

Salesforce Commerce Cloud and Consumer Goods Cloud perfectly fit the needs to help retail and eCommerce businesses shape better customer interactions, build loyalty, and make supply chains much more efficient.

Stat Spotlight:

On average, retailers using Salesforce increase customer retention by 20% and sales revenue by 29%.  Learn more here.

Which Salesforce Cloud Is Right for You?

The correct Salesforce cloud is defined by the needs and challenges of your business. Here’s a quick guide to help you decide: 

• Sales Cloud: Ideal for those companies seeking to power up their sales processes using automation, especially for industries like manufacturing and technology that have B2B and long sales cycles.
• Service Cloud: Suitable for businesses, like retail or telecommunications, that are truly customer-service-based and require omnichannel support.
• Manufacturing Cloud: Built for manufacturing companies interested in a deep dive into sales agreements and production forecasts. 
• Health Cloud: For health organizations focusing on patient-centered care, among other areas of privacy and regulatory compliance.
• Commerce Cloud and Consumer Goods Cloud: Ideal for retailers who want to serve up frictionless, personalized shopping experiences from digital to physical touchpoints.

Whatever cloud you choose, Salesforce’s ecosystem has powerful tools to address specific business challenges. To dive deeper into how these clouds will improve your business outcomes, explore Salesforce’s full suite of solutions here.

How AdVic Can Help

At AdVic®, our team of certified Salesforce consultants is dedicated to guiding your business through the intricate landscape of Salesforce’s diverse cloud offerings. Whether you aim to enhance your sales processes with Sales Cloud, elevate customer support with Service Cloud, streamline manufacturing operations with Manufacturing Cloud, deliver patient-centric care with Health Cloud, or personalize retail experiences using Commerce Cloud and Consumer Goods Cloud, we provide tailored strategies and expert implementation to ensure you select and optimize the right tools for your industry. As a trusted Salesforce Consulting Partner, AdVic empowers your organization to harness the full potential of Salesforce’s ecosystem, driving efficiency, fostering stronger customer relationships, and fueling sustainable growth. Let us help you navigate your Salesforce journey and achieve your business goals with confidence.

For more information on how AdVic can support your Salesforce initiatives, visit our website or contact us today.

Related Resources:

Salesforce Solutions: The Catalyst for Industry Transformation

How Salesforce Can Help Startups Grow and Scale: Beyond the Cost Perception

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Our expert guest from AdVic® taught us quite a bit about how the latest cyber threats are affecting the healthcare industry, gave us current-day examples of data breaches and the impact they are having, advised on how to safeguard sensitive patient data, talked about how Salesforce® solutions are leading in data protection, and much more. What follows are some audio highlights from that conversation.

The Current Cybersecurity Landscape

To get us started, we got an update on the current cybersecurity landscape in the healthcare industry.

A Recent Healthcare Data Breach

We got an example of a recent cyberattack and its impact on a particular healthcare organization.

The Cost of Recovering Data

As you would expect, the recovery costs for companies associated with data breaches can be astronomical. Here’s the bad news…

The Role Salesforce Plays in Healthcare Security

Here’s how a Salesforce solution can contribute to the security and diversification of data storage for healthcare companies.

Listen to the entire healthcare data security podcast here.

Related Resources:

Why Traditional CRM Falls Short in Healthcare

Healthcare Company Manages 10M Subscribers On Unified Platform

Salesforce for Healthcare

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Imagine a patient who feels unheard and confused by their healthcare journey. This scenario, unfortunately, is all too common. To thrive in today’s competitive landscape, healthcare organizations need a solution: building strong patient relationships through a robust CRM system.

This is where Salesforce Health Cloud comes in, offering a revolutionary approach to Customer Relationship Management (CRM) specifically designed for the healthcare industry. Let’s take a look at it, but first, what functionalities make a valuable healthcare CRM?

Why Traditional CRM Falls Short in Healthcare

Traditional CRM systems are often built for sales teams, focusing on lead generation and conversion. While these functionalities can be valuable for certain healthcare segments, they need to address the unique needs of patient care. Healthcare CRMs require features that:

• Prioritize patient engagement: Healthcare interactions go beyond one-time transactions. Building long-term relationships with patients through communication, education, and support is crucial.
• Ensure HIPAA compliance: Patient data is highly sensitive, and healthcare CRMs must adhere to strict HIPAA regulations regarding data security and privacy.
• Facilitate care coordination: Effective healthcare often involves collaboration between multiple providers. A CRM should support seamless communication and information sharing within a patient’s care team.
• Deliver a 360-degree patient view: Healthcare providers need a holistic understanding of a patient’s medical history, social determinants of health, and past interactions to deliver personalized care.

Salesforce Health Cloud is more than just a CRM; it’s a strategic investment in the future of patient care.

Salesforce Health Cloud: A Tailored Solution

Salesforce Health Cloud addresses these challenges by providing a comprehensive CRM platform built on the robust Salesforce infrastructure. Here’s how it empowers healthcare organizations to transform their patient relationships:

• Unified Patient Profile: Health Cloud creates a single, secure view of each patient, integrating data from various sources like Electronic Health Records (EHRs), appointment scheduling systems, and patient portals. This eliminates data silos and provides a complete picture of a patient’s health journey.
• Patient Engagement Tools: The platform offers a suite of tools to foster patient engagement, including secure messaging, appointment reminders, and self-service portals. Patients can manage their health information, schedule appointments, and communicate with providers directly, leading to increased patient satisfaction and improved outcomes.
• Care Team Collaboration: Health Cloud facilitates seamless communication and information sharing between care team members, regardless of location. Secure chat functionalities, task management tools, and case management features ensure everyone involved is on the same page, leading to more coordinated care plans.
• Compliance-Focused Design: Built with HIPAA compliance in mind, Health Cloud offers robust security features and role-based access controls to safeguard patient data. Healthcare organizations can rest assured their sensitive information is protected.
• Einstein Analytics for Healthcare: Leveraging the power of Salesforce’s AI engine, Einstein, Health Cloud provides valuable insights into patient populations, risk factors, and care trends. These insights empower data-driven decision-making for improved population health management and proactive care delivery.

Use Cases: How Health Cloud Benefits Different Healthcare Stakeholders

Hospitals and Health Systems:

• Streamline patient intake and registration processes.
• Improve care coordination across departments and specialties.
• Enhance patient engagement through self-service portals and secure messaging.
• Identify at-risk patients and proactively manage chronic conditions.

Physician Practices:

• Build stronger relationships with patients through personalized communication.
• Manage appointment scheduling and referrals more efficiently.
• Track patient outcomes and improve quality of care.
• Gain valuable insights into patient demographics and treatment trends.

Payers and Insurers:

• Improve member engagement and satisfaction through personalized outreach.
• Identify potential fraud and abuse cases more effectively.
• Manage care pathways and optimize healthcare costs.
• Gain a deeper understanding of member needs and preferences.

Summary

Salesforce Health Cloud is more than just a CRM; it’s a strategic investment in the future of patient care. By fostering stronger patient relationships, streamlining workflows, and enabling data-driven decision-making, Health Cloud empowers healthcare organizations to deliver a more coordinated, personalized, and efficient patient experience.

Ready to Transform Your Healthcare CRM?

As a Salesforce Consulting company, AdVic® understands the unique challenges faced by healthcare organizations. We can help you leverage the power of Salesforce Health Cloud to:

• Develop a customized implementation plan tailored to your specific needs and workflows.
• Integrate Health Cloud with your existing healthcare IT infrastructure.
• Optimize user adoption and ensure your team gets the most out of the platform.

Contact us today to schedule a consultation and explore how Salesforce Health Cloud can revolutionize your patient relationships.

Related Resources:

Salesforce for Healthcare
Creating a Healthier World with Salesforce
Healthcare Company Manages 10M Subscribers On Unified Platform

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Doctors, nurses, schedulers, and other healthcare professionals have played an intricate part in ensuring our safety throughout the recent healthcare industry challenges. During this time, healthcare has become disrupted and the industry needed innovation quickly. From in-person visits, pick-ups at the pharmacy, and an influx of ICU patients, they adopted new ways to care for everyone. How did they do this? Technology. 

In response to patients’ needs, companies frantically pivoted to digital investments to meet demands. Today, consumers are comfortable receiving services and care online to monitor their health. Digital empowered consumers to control their health online or on apps. Everything from appointments with primary care physicians and specialists, test results, insurance, and more. To bring ease of use and a patient-centric experience, organizations have been investing in digital transformations that enable their users to be satisfied. 

Having a 360 view of patient information allows providers to deliver proper care to patients. Nowadays, patients want to control their health plans on the go, so having a unified platform where all their medical data lives is crucial. 

Scale Patient Management 

Salesforce’s CRM technology benefits marketers, sales teams, service teams, and life-saving professionals. To scale patient management in a way that maintains patient data with integrity and personalizes the patient experience, many providers have turned to Salesforce®. 

Further, Salesforce enables a 360-degree view of each healthcare consumer and that helps professionals to better understand the unique needs of every individual patient. It also allows doctors to intervene proactively in patient health programs on a secure channel for continued solutions for improved well-being outcomes. 

A Healthcare Success Story

A recent AdVic® healthcare client in the pharma sector was dissatisfied with their eCommerce platform, Magento. They had a complex product catalog and associated pricing challenges. In addition, they were unable to offer search functionality to meet their customers’ precise needs, track products to the lot number level, integrate data, or scale their business. Their primary goal was to expose all product options within a highly searchable catalog to enable customers to acquire products that meet their very specific needs.

We were able to solve their issues with a four-step process:

• Implemented a B2B Commerce storefront and integrated it with their existing Sales Cloud instance.
• Created a dynamic catalog exposing products based on chosen product and patient-based filters, including patient traits, diagnosis, sample type, and more.
• Developed backorder allowances on particular products that altered customers, but enabled order progression to capture the sale.
• Enhanced searchability/filtering that now drives users through the process.

Summary

Technology, specifically Salesforce’s CRM technology, has played a crucial role in transforming and improving healthcare during the pandemic and continues today. With the recent disruptions, healthcare professionals needed innovative solutions to ensure patient safety. Companies were quickly able to pivot to digital investments, enabling virtual visits, remote patient monitoring, and streamlined access to medical information online. Salesforce’s CRM technology provides a 360-degree view of patient information, allowing providers to deliver personalized care and interventions. The importance of digital transformations in the healthcare industry and the positive impact it has had on patient experiences and well-being outcomes cannot be overstated.

How AdVic Can Help

Salesforce for Healthcare enables a seamless and personalized patient experience that drives better patient outcomes. From call center interaction to self-service apps, patients are met with quicker solutions and connected to proper care. 

When you’re ready to design a roadmap that connects your systems  – one that keeps your data secure, and accelerates patient satisfaction – the AdVic® Healthcare Consulting Team has you covered. We have earned both the Level One designation for Healthcare and the Level One designation for Salesforce Health Cloud – demonstrating that we’re a partner who has the knowledge and capacity to consistently produce high-level success for healthcare clients. Schedule a time to speak with us today.

Related Resources:

Healthcare Company Manages 10M Subscribers On Unified Platform

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The Client’s Quandary

The AdVic Multi-Cloud Fix

• Migrated more than 200K case records/fields from multiple tables into Salesforce® after an extensive data cleansing process which significantly increased data integrity and usability.
• Configured Sales and Service Cloud enabling clients to decrease reliance on manual process for safety screenings and customer questionnaires.
• Built custom provider ranking and search functionality, which displayed best-fit providers based on geographic location (point to point rather than Zip Code-based), feedback, gender, and session allotment/utilization, etc.
• HIPAA-compliant safeguards established, including password-protected authorization sheet transfer (Salesforce to Provider), and security event monitoring to quickly detect breaches.
• Linked people records to families through Health Cloud’s Household functionality to establish patient/family record access levels based on patient permissions.
• Tailored dashboards by client to furnish service utilization data to each customer.

Introducing Service Cloud Accelerator from Ad Victoriam Solutions

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The Three-Prong Challenge

The first AdVic challenge centered around this healthcare organization’s sales team’s lack of access to 360-degree, up-to-date data as they visited clinics nationwide.  This was causing them to lose market share.

The company also needed an effective sales tool to attract and engage new hires to combat its high employee attrition rate.

And lastly, management needed to automate processes and increase visibility into key referral KPI’s. Their goal was to decrease manual intervention and make smarter decisions.

Steps to Resolution

AdVic’s resolution was the implementation and integration of Salesforce Health Cloud and Maps with the Client’s back-office system. It was complemented by these carefully-crafted additional steps:

• Integration of clinical data with the Client’s patient and physician referral data – based on HIPPA guidelines. This provided needed visibility for sales reps to combat lost market share.

• Connected physician data through Person Accounts to Clinic Accounts and corresponding patient data. The exposure of referral KPI’s, based on patient-physician relationships linked to the Clinic Accounts, provided management with desired data insights in dashboards to drive performance and business decisions.
• Created data layers for clinics within Salesforce Maps to give the sales team productive meeting schedules and easy access to top data points that accelerated productivity.

As we did with this client, Ad Victoriam’s experienced multi-cloud Consulting Team is ready to apply their knowledge and passion to help you drive your sales initiatives and recapture your market share. Let’s connect today!

Related Articles
Connect Care with Salesforce Health Cloud
5 Reasons Your Team Needs Salesforce Maps

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Salesforce® first introduced Health Cloud in 2016 to transform the way healthcare and life sciences organizations connect with patients. In 2019, Salesforce continues to expand the power of Health Cloud with features specifically built for the health insurance industry. This allows companies to engage with both members and providers in smarter and more efficient ways. Here’s how it’s done, including examples of “better outcomes.”

Transforming Business Operations

Health Cloud transforms business operations with an insurance-specific data model that simplifies the integration of systems of record — including benefits, claims, and authorizations — into one place. This drives more productivity for service agents and clinical professionals. With all member information in a single dashboard, payers are able to work faster and smarter. In addition, they better understand each member’s needs. And that includes whether they are in the call center or in the place of service, and from any device.

The Better Outcome: A payer today often needs to log into multiple systems to research different aspects of a member’s claim for an upcoming procedure. With Health Cloud, they can now see all of the member’s prior authorization and information about the procedure in one place. That allows payers to serve both members and providers quickly and efficiently.

Better Streamlined Workflows

Healthcare requests — that might include prior authorizations, admissions, and appeals — can be now be streamlined through guided, collaborative, and measurable workflows directly within Health Cloud. Agents, clinical professionals, and medical directors are able to deliver more personalized and appropriate care in a more cost-effective way.

The Better Outcome: A provider previously treated a member who needed surgery had to submit a prior authorization request to the payer. Often times that meant the provider had limited visibility into its processing. Now, with Health Cloud, the provider and member have the ability to easily view the progression and status of the request. That reduces any stumbling blocks or delays. Once a care request is approved, tasks are triggered automatically for case management based on the diagnosis or service code within Health Cloud.

Strengthen Member Engagement

With Health Cloud, payers can create customizable, interactive and highly personalized digital journeys for members, helping develop stronger relationships by overcoming barriers to care and increasing access to clinical and support services. Members can easily access their insurance plans, receive care alerts via their mobile device and connect with clinical professionals and care managers using email or text messages.

The Better Outcome: A case manager can proactively engage a member to arrange home care, rehab, and follow up hospital visits related to their procedure or service through the member’s preferred form of communication. Doing so advances their goal of driving optimal member outcomes.

Payer Educational Opportunity

Ad Victoriam recently presented a webinar for payers, “Connecting Data to Transform Payer-Member Relationships,” during which attendees learned:

• How connected member data can enhance your sales potential and member satisfaction.
• Ways a modern system user interface can decrease training times and enhance the agent experience – increasing employee engagement.
• How to invigorate marketing when data is no longer siloed.

Watch the free webinar here.

Interested in learning more about how Salesforce Health Cloud can transform your business operations and increase member engagement? Contact Ad Victoriam’s Health Cloud consultants quickly by clicking here.

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In that time, more than 95 percent of hospitals and nearly 90 percent of office-based physicians have adopted an EHR system, according to the Healthcare Information and Management Systems Society (HIMSS).

Disparate to Interoperability

According to HIMSS’ own analytics, the average hospital has affiliated providers using 16 EHR systems — and many of those are provided by a different vendor. So, with so many disparate systems, interoperability — getting computerized systems and software applications to connect, exchange, and interpret EHR data — is a top priority for the industry.

Connecting these technologies requires seamless integration. In the past couple of years, Salesforce® has made a specific point to build this kind of interoperability within its industry-focused product, Salesforce Health Cloud. Since its inception, this system has been API-based and MuleSoft® technology is integrated to boost its power. The single goal of these capabilities is to streamline the use of Salesforce within the healthcare industry.

Why consider Salesforce Health Cloud to Connect Care?

With Salesforce Health Cloud, caregivers can now focus on patient relationships, not records. Here’s just some of what Health Cloud can do to deliver smart patient care:

• Easily browse tasks and review all patient conversations. You have the ability to see patients with a clear priority of tasks that need attention. And you do all from the “Today” page.
• Using “Patient Profiles,” caregivers get a panoramic view of their patients, with rich, contextual EMR data, plus the ability to review a collaborative care timeline for a complete patient history view.
• Wearable device data is integrated directly into Health Cloud. This makes relevant patient data – such as glucose levels and sleep data – at the ready.
• View the patients’ professional and personal care networks from a caregiver “team map.” You can then immediately share information with a primary care physician without ever leaving the patient profile. A physician on the patient’s care team can then respond quickly using any device.
• Using Salesforce Communities, caregivers can communicate easily with patients. Send secure messages, pre- and post-visit surveys, and appointment reminders to their mobile devices. And using SOS with a two-way video chat, patients can ask questions and describe symptoms in real-time.

Looking to transform your hospital or private medical practice’s disparate technology into an interoperable solution that will not only optimize your revenue streams but enhance your interaction with you? Ad Victoriam’s Salesforce Healthcare Consultants can identify your needs and implement a long-term scalable solution custom-fit to your specific needs. Connect with us now, here, or fill out the brief form below.

And if you happen to be a payer interested in learning how Salesforce’s Health Cloud can unlock and connect your data in one coordinated view, watch this recent Ad Victoriam webinar.

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