Narayana Health and Salesforce team up to redefine the Patient Experience
New Delhi: Narayana Health, a prominent healthcare provider in India, announced a strategic collaboration with Salesforce, a leading AI CRM provider dedicated to transforming patient experiences and enhancing operational efficiency. This alliance aims to leverage Salesforce’s powerful tools and solutions to revolutionize the way patients interact with Narayana Health.
By implementing Salesforce Service Cloud for patient relationship management and the Unified Feedback Management System (UFMS), Narayana Health has successfully addressed various challenges. These include eliminating the need for users to switch between multiple applications, enabling seamless data sharing, providing a comprehensive 360-degree view of patients, and empowering data-driven decision-making through valuable insights. As a result of these advancements, notable improvements have been observed in call times, collaboration, and complaint handling, resulting in a more streamlined and cohesive patient journey.
Additionally, Narayana Health has embraced Salesforce Marketing Cloud to execute targeted preventive wellness campaigns, enabling personalized communication and engagement with patients. The comprehensive suite of Salesforce solutions facilitates enhanced information flow between departments, empowering data-driven decision-making and optimizing the overall efficiency of Narayana Health’s healthcare services. Through this collaboration, the organization aims to prioritize patient experiences while ensuring their services remain efficient and effective.
Narayana Health is committed to making healthcare services more accessible by actively incorporating Data and AI-powered interventions across various use cases. By leveraging innovative technologies and methodologies, they strive to enhance the accessibility and affordability of healthcare for all individuals.
To bring this collaboration to life, Persistent, a renowned implementation partner, has been engaged. Boasting extensive expertise in both Salesforce and the healthcare industry, Persistent has been a trusted Salesforce partner for over 18 years, holding an impressive number of specialty and practitioner certifications as well as Trailhead Badges exceeding 300,000.
“At Narayana Health, we believe in harnessing the power of technology to bridge healthcare gaps and provide superior services. Our collaboration with Salesforce is a pivotal step towards achieving this vision. This collaboration aligns with our commitment to offering high-quality healthcare at scale, and we look forward to further advancements in patient-centric services. As the next steps, we want to expand geographical coverage and further extend the reach of healthcare services to positively impact the lives of more patients across India.” Said Kumar K V, Group Chief Information Officer, Narayana Health.
“Salesforce is proud to collaborate with Narayana Health in their mission to revolutionize healthcare experiences. We are committed to providing tools and solutions that contribute to the long-term success of our partners in the healthcare industry. This collaboration signifies our relentless commitment to not only meet but surpass the ever-evolving needs of both patients and healthcare providers,” said Arun Parameswaran, Managing Director – Sales, Salesforce India “Together, we aim to create a healthcare ecosystem that prioritizes patient-centricity and operational excellence.”
“We are thrilled about our partnership with Narayana Health and Salesforce, as we work together to reimagine patient experience by combining technology innovation with process transformation. With our extensive experience in Salesforce platforms and deep domain expertise, we automated data processes and built a 360-degree patient view, empowering Narayana Health to streamline their workflows, make data-driven decisions, and provide relevant offerings to their patients. We are already seeing a decrease in incoming call handling times by about 20%. The Unified Patient Feedback Management System is witnessing increased adoption, leading to reduction in resolution times by 85% in the last quarter alone. We remain committed to enhancing patient experience and health outcomes using cutting-edge technology platforms like Salesforce,” says Jayati Chatterjee, Vice President, Persistent Systems.
