Create personalized user journeys with Omnichannel Marketing as a Service.
Empower your marketing operations with AI and Data.
Adopt a future-proof holistic approach to content strategy.
Leverage a suite of professional services for pharma and life sciences.
Develop and enable adaptable pharma and life sciences marketing content.
Enable format-free marketing with content management platform.
Your AI-Powered Congress Engagement Coordinator – Connect Easily, Stay Compliant, and Follow Up Smarter
Discover our story, values, and how we're making a positive impact
Explore the heart of our organization and meet the visionary minds
The Viseven team is about respect, diversity, comfortable working conditions, and equal opportunities for everyone. We explore, evolve, and adapt – together.
As the pioneer in client relationship management (CRM) software, Salesforce is now one of the leading platforms offering a rich collection of products, solutions, and tools far beyond CRM possibilities. According to Fortune, Salesforce is the second most innovative company in the United States, followed by Alphabet.
Throughout the years, Salesforce gained a reputation as a trusted advisor and partner among thousands of companies across the world’s fourteen largest industries, including life sciences and healthcare.
In this article, we’ll explore typical cases of healthcare companies using Salesforce, review the functionality of Salesforce CRM and the solutions for different sectors within life sciences and healthcare, and discover how Salesforce supports healthcare companies and communities.
For years, Salesforce’s mission in life sciences and healthcare has been the same – to be one of the main drivers for digital transformation and put relationships with organizations at the heart of activity. How is the Salesforce CRM used in healthcare? Here are some examples:
Salesforce is a HIPAA-compliant CRM that offers solutions tailored to the healthcare and life sciences industries. It was created to help professionals across both sectors assist patients, collaborate with colleagues, and automate manual processes to achieve maximum efficiency.
As the healthcare industry undergoes digital transformation, more and more organizations look for solutions tailored to the specifics of their operations. Here is why Salesforce is so widely used in the healthcare and life sciences sectors:
In any industry, a business that puts a customer at the heart of its operations is deemed reliable and more likely to succeed. In the healthcare industry, patient-centricity is not an option but a necessity. Businesses that fail to keep their patients in mind at all times are less likely to be trusted; still, patient-centricity is something that requires a lot of time and resources to achieve. With Salesforce, healthcare providers get a 360-degree view of their patients, making it much easier to understand patients and their needs.
Thanks to Salesforce tools for data gathering and analysis, healthcare professionals can make timely decisions based on data, even if this data has just been received. For a human expert, regardless of their level of experience and expertise, deciphering all the data and extracting important information can take many days and even weeks, while a Salesforce platform can do that within minutes. Thanks to Salesforce’s advanced data analytics, it’s possible to make more data-driven decisions, which guarantees improved patient outcomes.
With the help of Salesforce automation tools and features like robotic process automation, intelligent document processing, AI-powered analytics, and others, it is possible to eliminate most manual, low-impact tasks that consume too much time. Salesforce Healthcare CRM connects different operations, unifying data flow and eliminating silos. As a result, healthcare workers can complete their day-to-day tasks much faster, allowing them to focus on delivering quality care to patients instead of spending time on administrative, time-consuming work.
The healthcare industry is heavily regulated, meaning that any situation that could put healthcare professionals’ and patients’ data at risk could bring serious consequences, which could lead to the loss of reputation and trust, if not worse. This is why every business in the industry ought to use only trusted, reliable solutions. Salesforce healthcare and life sciences CRM meets a range of global compliance standards and certifications, including:
…as well as numerous others. Salesforce helps businesses maintain high safety and quality standards while ensuring that every person’s data is securely protected.
Salesforce provides a suite of tools for healthcare organizations aimed at improving patient care, boosting customer engagement, and bringing teams together. Salesforce for healthcare providers offers:
Sales Cloud equips sales teams with cutting-edge software that helps them achieve better efficiency and productivity. Sales Cloud provides unique insights across the whole sales cycle, opportunities for efficient activity and lead management, tools for workflow and process automation, reports and dashboards for easy tracking, and a space where teams can collaborate with each other without any obstacles.
Service Cloud is a customer service management solution for businesses looking for a workspace that has all the features needed for creating better customer journeys and improving patient satisfaction. Service Cloud’s features include AI-powered recommendations, service assistant, knowledge management, incident management and resolution, and swarming reports and dashboards.
Marketing Cloud is a marketing platform that unifies operations throughout the entire customer lifecycle, helping teams connect and collaborate across departments. The Salesforce Marketing Cloud platform includes features such as marketing automation, patient relationship management, analytics, personalization, and AI-powered tools.
Our experts design and implement tailored Salesforce ecosystems that unify your marketing, sales, and service operations across healthcare and life sciences.
Scale Patient Access and Services solution allows healthcare providers to receive a holistic view of patient data in a single place, including risk level, outreach frequency, contact preferences, conditions, caregivers, medications, allergies, member details, electronic health records, coverage details, care requests, cases, and engagement history.
Also, providers can easily find and schedule appointments for patients and empower them to complete pre-visit and post-visit activities.
Personalized Patient Acquisition & Outreach solution allows healthcare providers to generate demand and nurture relationships using marketing tools to collect and segment customer data across multiple channels, manage omnichannel campaigns on a single platform, and create personalized journeys for new and current patients based on their preferences and needs.
Trusted Contact Center solution allows healthcare payers to leverage customer support and increase agent productivity with the advanced member service console powered by Salesforce Health Cloud, launch an AI-powered chatbot to simplify communication and create personalized experiences, and see all available information about each member.
Connected Network Management solution allows healthcare organizations to ensure quality outreach by creating tailored omnichannel journeys based on the provider’s personal and professional information, such as network preferences, specialty, NPI number, and primary service locations. Organizations can use pre-built integrations to simplify credentialing, while an intuitive dashboard will help them optimize contracting activities.
Scale Member Management solution allows different types of managers to improve their cooperation, guide members through their journey, and improve health outcomes using a complete view of the customer, which provides relevant member information such as preferences, member plans, and health timelines showing clinical and customer service events. With CRM analytics for Salesforce Health Cloud, managers can identify high-risk members and measure care program success across member populations.
Enhance Patient Services solution allows pharmaceutical companies to establish closer relationships with patients and providers using a single platform to deliver personalized engagement and support programs for better adherence with automated workflows.
With clinical, social, and adherence metrics, coordinators can receive all the necessary insights to offer patients the best actions and recommendations. With CRM analytics for Salesforce Health Cloud, coordinators can track and monitor patients’ care plans and prioritize patients who face health barriers.
Scale Advanced Therapies solution allows stakeholders to track the chain of custody in real time, manage sell orders, and quickly identify and deal with issues to avoid expensive delays.
Based on patient appointment information, treatment coordinators can use pre-built and automated workflows that calculate the appropriate appointment chains to get patients scheduled faster. Laboratory technicians can easily verify patient data, record vitals, confirm cold chain complaints, and print unique sample barcodes.
Accelerate Clinical Trials solution allows life sciences companies to unite with trial teams and speed up innovations by configuring all the necessary apps and letting everyone cooperate at each clinical trial phase, such as study analysis, site selection, study initiation, and trial implementation.
Salesforce Health Cloud keeps all clinical data safe and provides the trial team with enhanced collaboration opportunities, while Salesforce Marketing Cloud personalizes emails and SMS to keep trial participants up to date.
Drive Intelligent Sales solution allows sales teams that offer medical devices to connect with each other, get a complete picture of a customer, and find the best leads to close more deals faster.
Artificial intelligence helps MedTech companies to capture events and contacts, see new opportunities, and prioritize sales efforts.
Modernize Commercial Operations solution allows companies that sell medical devices to consolidate all data in one place, assign tasks, automate workflows, and receive insights for better decision-making.
Working together in one place, multiple teams can optimize manufacturing and scheduling for prosthetics and implants, check product availability and prevent delays, use forecasting algorithms to analyze and improve performance, enhance document management, negotiate complex deals with intelligent quoting, and beyond.
Optimize Field Inventory Management solution allows medical device sales representatives to view upcoming visits to medical specialists and the necessary products with automated authorization flow and intelligent sales.
A mobile app provides reps with a comprehensive view of their product data, such as quantity, serial numbers, order amount, shipping addresses, customer signatures, and consents for billing. With a built-in barcode scanner, reps can enter product serial numbers.
The solution can help MedTech companies manage product shortfalls, reduce discrepancies, and simplify inventory cycle counts analysis.
Streamline Crisis Support Coordination solution allows healthcare organizations to help patients deal with psychological health conditions, crises, and treatment by creating end-to-end journeys.
Healthcare Salesforce helps crisis specialists of different levels and areas optimize their operations using pre-built tools, evaluate health risks and manage them with surveys, triage logic, and recommendations from artificial intelligence.
Build Integrated Care Programs solution offers the same opportunities as Salesforce solutions for providers, so we’ll skip it and move next.
Manage Health Data with Transparency solution allows local health authorities to provide advanced patient care, predict better health outcomes, and improve patient satisfaction.
A disease surveillance app allows healthcare organizations to engage patients who address their problems online and in real time with the medical specialists they need. With an advanced command center, healthcare professionals can provide personalized care by seeing the patient’s healthcare journey, checking procedure manuals and best practices for specific investigations, connecting to department communication channels, and viewing current tasks.
Professionals of all sorts use Salesforce in healthcare organizations of all kinds. Both enterprises and non-profits entered the Salesforce environment to match their needs and fulfill their goals.
A non-profit organization that raises money to enhance the quality of children’s healthcare used multiple Salesforce products to build an advanced data-driven system based on a database of 700,000 donor prospects.
After using Salesforce Nonprofit Cloud to track donor activity, the organizations added to the cloud CRM analytics and Einstein Discovery AI (now Einstein GPT) to get a 360-degree view of the donor pipeline and actionable insights for its optimization.
The largest non-profit provider of behavioral healthcare in California used Salesforce Nonprofit Cloud to meet the increasing demand for mental health services and automate their workflow. The provider’s team used to spend 80 hours processing a list of potential clients. With Salesforce, they do it for 15 minutes.
Humana, a US-based health insurance company, took advantage of a few Salesforce products at once to build a single view around their customers. The Humana team integrated with:
Lilly, an American pharmaceutical enterprise, used the Customer 360 platform to develop and launch over 50 apps to achieve a higher level of customer-centricity and improve internal coordination across departments and locations.
Salesforce CRM for healthcare offers a huge variety of apps, add-ons, and additional capabilities that make the experience with the platform feel more engaging and connected. Here are some of the features we recommend checking out that can help you streamline workflows and achieve better productivity:
Electronic health records, or EHR, are at the core of any operation at any healthcare facility, whether it is a rehabilitation center, a clinic, or a dental office. Everything that has ever happened to a patient can be seen in the health records, but only if they are stored and managed properly. With the EHR integration in Salesforce, getting a holistic view of the patient is possible to provide them with better care and more personalized treatment.
Salesforce also serves as a patient engagement platform, enabling healthcare professionals to deliver meaningful, personalized experiences directly to their patients. It provides all the tools needed to successfully engage both patients and healthcare workers, thanks to features such as a 360-degree view of clinical and non-clinical data, predictive insights, automation capabilities, and AI-driven recommendations.
Laboratory Information Management System (LIMS) integration helps labs and pharma companies streamline data flow between lab operations and commercial, customer-facing processes, allowing teams to stay in sync and always have quick access to important data.
Over 73% of patients are prescribed medication yearly. To one patient, getting prescribed medicine a few times per year doesn’t seem like much, but for pharmacies, it translates into a constant and overwhelming flow of patients every day, where even the smallest mix-up or mistake could lead to extremely serious consequences. This is why pharmacy management software plays such an important role — it ensures that each prescription is completed correctly, inventory is properly managed, and patients get timely access to the needed medication.
Around 90% of healthcare leaders believe that digital transformation will accelerate in the years to come, and there is a good reason why so many believe that: the industry is rapidly evolving, with many operations going paperless and healthcare experts moving their work online. Here is how Salesforce will change and adapt to the industry, providing even more tools and features for improving the quality of patient care:
As Salesforce’s solutions continue to evolve, more features will be added to help healthcare professionals provide better patient care, ultimately increasing engagement rates and the number of patients–HCPs interactions.
Personalized patient care is already possible thanks to AI-powered tools and data analytics software. However, we are only at the dawn of the personalization revolution. As machine intelligence continues to evolve, healthcare professionals will gain even faster and deeper insights into their patients.
Salesforce continues to enhance its healthcare communication platform to meet the evolving needs of professionals in the healthcare and life sciences industries. In the future, care teams will be able to collaborate more effectively through improved real-time communication, unified patient records, role-based dashboards, and seamless cross-department collaboration.
As of right now, Salesforce for healthcare and life sciences offers a variety of tools for gathering, managing, and analyzing data. Even though all these features are already advanced, Salesforce’s capabilities continue to expand. In the next few years, thanks to Salesforce’s improved data analytics, we can expect to see even more opportunities for data-driven decisions, personalized treatments, and precision medicine.
Salesforce has a massive impact on the healthcare system by providing everything healthcare workers need to improve patient communication, medical services, and patient experience.
Salesforce is also a good choice for any company that works in pharmaceuticals, MedTech, and insurance. The software incorporates multiple systems powered by next-generation functionality to let a business see the big picture, increase productivity, eliminate data silos, and reduce spending.
Viseven team has certified Salesforce specialists on board. Get in touch to see how we can help with the SF product suite or integrations.
From strategy to execution, we’ll work with you to design a roadmap for seamless Salesforce adoption.
Salesforce is used to centralize patient data, automate workflows, improve cross-functional collaboration, and provide AI-powered insights for faster decision-making. Healthcare organizations use it to enhance patient relationship management, manage data from electronic health records, and coordinate activities between doctors, nurses, and care teams.
Salesforce complies with a wide range of global regulations and certifications, including HIPAA, HITECH, GDPR, SOC 1/2/3, and ISO/IEC 27001 standards. This ensures secure data handling and protects patient information, making it a trusted choice for organizations operating under strict regulatory oversight.
Providers can leverage Salesforce Health Cloud to gain a 360° view of patient data, streamline patient intake, automate scheduling, and improve follow-ups. Marketing Cloud supports personalized patient acquisition and outreach, while Sales Cloud and Service Cloud enhance sales processes and patient support.
Yes. Pharma companies use Salesforce to enhance patient services, manage clinical trials, and track advanced therapies. Payers apply it to manage member journeys, streamline contact centers, and improve network management. MedTech companies use Salesforce to modernize commercial operations, manage field inventory, and optimize sales.
By combining patient data, predictive analytics, and AI-driven recommendations, Salesforce enables personalized patient experiences and proactive care. This approach boosts engagement rates, helps identify high-risk patients early, and supports care teams in delivering more targeted and effective interventions.
