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Healthcare & Pharma

Case Study: M Fairview Health

Goal: Reduce calls into call center and have patients be able to self-schedule regular check-ups and appointments for three specific use cases including diagnostic codes of cardiac, diabetes and asthma.

We worked with their Epic medical records, Salesforce Service Cloud and their Salesforce Marketing Cloud to create a system for pre-authorization approvals through an automated workflow system as well as patient notifications and well-patient reminders. 

Outcome: We were able to reduce calls to the call center through creating a self-service knowledge center by 42%, increase patient wellness visits and created a pre-auth automated program for over 7,000 specific scenarios using an automated rules engine which reduce employee intervention and increased patient satisfaction.

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