Creating Connected Patient Experiences with Salesforce Experience Cloud and Service Cloud

The client is a healthcare organization operating a patient-centric digital health platform and community with more than 830,000 people sharing over 2,900 personal stories, along with information on health, treatments, symptoms, and peer-reviewed medical and scientific journals. The platform brings together patient-generated and health-related information to support deeper understanding of patient experiences.

The Challenge: Enabling Real-Time Patient Surveys and Progress Tracking

The client had access to data covering patients’ lifestyle choices, sociodemographics, conditions, treatments, and other insights. However, its self-service platform did not have a survey capability for conducting real-time patient surveys or a goal-tracking component for monitoring weekly progress.

The client needed to launch a structured 24-week Mental Depression Disorder (MDD) survey program across two phases while enabling patients to complete weekly surveys and track their progress.

Without a controlled survey journey and progress-tracking mechanism, the client needed a way to manage access to subsequent surveys while capturing more qualified and timely insights into patients’ mental health.

The Solution: Enabling Structured Patient Engagement with Salesforce Experience Cloud and Service Cloud

Datamatics implemented Salesforce Experience Cloud and Service Cloud to enhance the digital experience and enable patients to participate in the MDD survey program through a structured, self-service journey.

The solution introduced reusable survey capabilities that allowed the client to conduct surveys dynamically, along with a dedicated MDD survey and goal-tracking experience.

Patients could complete their weekly survey, track their progress, and gain access to the next survey based on the defined journey.

The solution also connected SMS communication through AWS and integrated patient data with EHR systems, enabling information to be dynamically updated while supporting secure handling of patient data.

Key Components of the Solution:

• Real-time, reusable survey capabilities for conducting patient surveys dynamically
• Structured 24-week MDD survey journey with controlled access to subsequent surveys
• Goal tracking to help patients monitor their weekly progress
• SMS integration through AWS to support patient communication
• EHR integration for dynamic patient data updates
• Secure patient data management to support GDPR compliance