Case Study: a large pediatric health care company achieves same-day referral processing with Persistent Systems and Salesforce Health Cloud

Achieving Efficiency and Precision with Salesforce Health Cloud

Persistent Systems worked with a large pediatric health care company, a US-based private not-for-profit health system, to address major inefficiencies in its legacy referral and scheduling process. The organization was dealing with duplicated referrals, inaccurate appointment scheduling, and a highly manual workflow that could take more than 70 clicks to schedule a single referral.

Persistent Systems implemented Salesforce Health Cloud along with Experience Cloud, Marketing Cloud, Data Cloud/CDP, and MuleSoft to centralize patient data, streamline referral intake, improve communication with provider offices, and simplify appointment scheduling. The result was a 60% reduction in clicks needed to schedule referrals, referral processing time dropped from four days to same day, and staff could schedule 50 patients in just three clicks using batch call scheduling.