How Healthcare Providers can improve patient satisfaction with Salesforce and SAP

Healthcare providers can greatly benefit from using Salesforce by improving patient care, streamlining operations, and enhancing communication across departments and with patients. Salesforce offers a range of healthcare-specific tools and features, particularly through Salesforce Health Cloud, that are designed to meet the unique needs of healthcare organizations. However, not all business processes are implemented in Salesforce, therefore the integration of ERP systems like SAP ECC and SAP S/4HANA are essential for efficient work. This blog post will highlight some of the areas in which providers can benefit from Salesforce and from the integration with SAP.

Enhance Patient-Centered Care

A true 360-degree view of patients in real-time is essential for providers. While Salesforce offers a lot of functionality and many standard objects, the reality is that a huge part of the data is stored in other systems like SAP. Only if all data is available in one UI, without the need to switch back and forth between systems, can the user be productive and well informed.

Vigience Overcast makes all data from SAP available in Salesforce in real-time. With more than 150 pre-built end-to-end business processes, implementations are swift and risk free. On top of the pure integration, Overcast comes with Lightning UIs and Einstein Copilot Actions. This allows you to ask for information from your ECC or S/4HANA system in natural language.

Information typically stored in SAP is financial documents, invoices and the credit worthiness of the patient.

Patient Engagement

It is important to stay in touch with patients. For this purpose, Salesforce offers the Community Cloud, that allows patients to directly interact with providers. Patients can download invoices, open cases and look at their medical records.

Also, here it is essential to give the patient access to everything in one pane of glass, which in this context includes information from many systems. The combination of MuleSoft and Overcast will help you to bring all this information into the Salesforce Health Cloud and also the community.

Care Coordination and Collaboration

Healthcare providers often need to collaborate with multiple professionals (physicians, specialists, nurses, social workers, etc.) to manage patient care. Salesforce improves care coordination by:

• Centralizing patient information from all relevant systems, including ERPs like SAP and making it accessible across departments and locations, so all care team members can work from the same data.
• Allowing teams to collaborate in real-time through features like Slack, where they can discuss patient cases, share insights, and ensure continuity of care.
• Tracking referrals and follow-up care to ensure that patients receive the necessary treatment and specialists’ advice is considered.

Mobile Access for Providers on the Road

It is common that providers visit patients at their home for consultation, checkups or treatments. Access to information is important to perform these tasks and here the Salesforce mobile app comes in handy. As all Overcast components also work in the mobile app, the healthcare professional has access to all relevant information – including data from SAP and other on premise systems – on the go.

Conclusion

The Salesforce Health Cloud is a great solution for patient management, that can support healthcare providers and HCPs. In combination with an SAP-integration via Vigience Overcast, the true power of the Health Cloud can be unlocked.

Please reach out to us for a personalized demo and discuss how we can help you to run your Salesforce-based processes more efficiently.