Patients are taking an increasingly active role in the decisions being made surrounding their health. And healthcare institutions are paying more attention to providing a best-in-class patient experience. According to research by McKinsey, healthcare facilities can promote patient loyalty through understanding individual preferences and providing a more personalized care experience. Taking an innovative approach can be a key differentiator for providing personalized patient care and gaining patient loyalty.
Appirio has made a career out of improving an organization’s capabilities to strengthen and enhance the customer experience. That’s why, when Ashfield Healthcare made the decision to implement a more intuitive platform for personalizing the patient experience, they chose to partner with Appirio, a Wipro Company.
A customized partnership
Up until 2016, Ashfield, a global leader in outsourced healthcare services, relied on a number of antiquated custom-built solutions and manual processes to interact with patients. This resulted in customized developments and further delays anytime they needed to onboard a new client program. In addition, new GDPR regulations (HIPAA and the requirement to run a GxP-validated system) meant that Ashfield needed a solution that could be customized easily and fluidly.
Through their partnership with Appirio, Ashfield planned to implement a solution that would help healthcare professionals and patients get the medicines, knowledge, and support they needed. Appirio and Ashfield were able to accomplish this goal together, with the help of a single cloud ecosystem — Salesforce.
Patients are the real winners
Appirio and Ashfield together identified Salesforce Health Cloud, Salesforce Shield, and Field Service Lightning to address their specific needs and strengthen their existing capabilities. With these tools, Appirio helped Ashfield develop a unique mobile solution to act as a personalized support linchpin.
Since go-live, this partnered application is now responsible for supporting over 1,000 clinical educators in providing informational healthcare to patients across the globe. Ashfield’s new solution also gives clinical educators the access they need to their work schedules, clinic meetings, and patient referrals. And smaller added functions, like integration with Google Maps, helps medical staff maximize their limited time with patients.
An award worth winning
In honor of our hard work improving the patient experience, Appirio was awarded the 2018 Salesforce Partner Award in the Healthcare & Life Sciences Industry. This award celebrates Ashfield and Appirio’s joint effort in delivering a multi-org Salesforce Health Cloud and Field Service Lightning solution, based on the following key criteria:
- Incorporation of key core and emerging technologies
- Compelling nature of the business challenge
- Customer ROI or leading (measurable) success indicators
- Transformative nature of the project
- Ecosystem Breadth - the inclusion of multiple technologies
- Customer leadership in an industry
This award is only the most recent feather in Appirio’s already-studded hat. Find out more about previous Innovation Awards and prizes on our Hub. And learn more about how Ashfield continues to explore their own Salesforce journey here.