Healthcare & Pharma

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.

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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. 

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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.