Our client is a leading international Danish biotechnology company specializing in the creation and development of differentiated antibody therapeutics to fight against cancer and other serious diseases. They strategically collaborated with HCLTech as they embarked on a digital transformation journey to streamline patient care, enhance customer service and establish a robust global digital presence.
The Challenge
Inadequate patient services and inefficient processes
Our client faced multiple challenges, including the lack of easy on-call and on-field support for patients, regular email communication to users and territory mapping based on country and zip code. Fragmented patient information and inefficient customer service processes hindered the company's ability to deliver optimal healthcare solutions and maintain a cohesive global brand presence.
The Objective
A unified platform for patient support and communication
As a leading biotech company, our client wanted to provide better patient services to their clients, ensure seamless communication and establish call support. They aimed to create a unified, patient-centric platform that streamlines healthcare delivery and establishes a centralized global digital experience for all stakeholders.
The Solution
A centralized global digital experience for all stakeholders
We implemented a comprehensive, multi-faceted solution that leveraged the power of Salesforce's ecosystem, combined with custom integrations and tailored applications.
- Transformation using Salesforce Health Cloud — We provided a centralized view of patient information, including clinical data, prior and planned visits and interaction history, to clinicians, payers, pharmacies and healthcare teams
- Community Cloud/Experience Cloud and Service Cloud — We enabled seamless communication through a cloud-based CRM software that allows users to connect with customers, employees and partners through a unified platform. We also implemented Service Cloud features such as omnichannel and email-to-case
- Integration with multiple systems — We integrated systems like Tibco/ Informatica, Coveo, One Trust and Google Analytics for a unified experience. This type of integration with Salesforce systems allows clients to use an ideal mix of features on both platforms
- Customization (Account Search) — We enabled custom logic to search patients, physicians, staff, etc., from Master Data Management (MDM) systems, sending emails to patients as well as creating Salesforce users dynamically
- Global Digital Experience Platform — We developed it using Salesforce Experience Cloud as a central and global content management platform. We built and hosted external-facing websites and portals for various business functions and launched a pilot with the global corporate site, followed by US/JP regional sites and portals
- Healthcare Professionals (HCP) Portal Refinement — We configured Five9 apps specifically tailored to provide comprehensive call support for patients and enhanced the portal for a more seamless experience for external users engaging with patient services applications
The Impact
Transformed healthcare delivery by empowering healthcare professionals
We took a holistic approach to ensure operational efficiency. We refined the Healthcare Professionals (HCP) portal, creating a seamless experience for external users engaging with patient services applications.
- Achieved 40% reduction in implementation complexity through out-of-the-box features
- Realized 30%-time savings in overall development efforts
- Reduced client costs by 30% by capitalizing on the inherent capabilities of Health Cloud
- Enabled 90% of website content to be modifiable without code changes
- Developed 100+ reusable Lightning Web Components for a site with 90+ pages to enhance development efficiency
- Streamlined the Healthcare Professionals portal, creating a more seamless experience for external users
- Implemented comprehensive call support for patients through tailored Five9 apps
