Why Traditional CRM Falls Short in Healthcare - Ad Victoriam Salesforce Blog

Why Traditional CRM Falls Short in Healthcare

Estimated reading time: 4 minutes

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.

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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.


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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