Case Study: Salesforce achieves improved access to top-quality care and cost savings with Included Health

Best-in-class employer uses Enhanced Navigation to deliver exceptional care

Salesforce, a 30,000‑member employer partner since May 2017, faced a distributed workforce receiving uneven care and navigating a rich but confusing benefits ecosystem amid a competitive talent market. Included Health (formerly Grand Rounds + Doctor on Demand) worked with Salesforce to address these challenges, building on an initial Core Expert Medical Opinions program to expand support across the entire population.

Included Health deployed its Enhanced Navigation solution—providing quality-driven provider matching and scheduling, personalized benefits nudges and routing, advocacy services, and a financial toolkit—giving employees a single place for care guidance. The program drove measurable impact: a 50% increase in visits to top‑quartile providers after referral, 70% of expert opinions leading to treatment changes, 82% member satisfaction, 1,500+ personalized benefit referrals, a 2.4:1 return on investment, and an average $670 direct savings for members using claims advocacy (results measured 2/1/2020–1/31/2021).

Salesforce

Gina Hanrahan

Senior Director, Benefits