Case Study: Narayana Health improves patient relationship management with Salesforce and Persistent Systems

Narayana Health Transforms Patient Relationship Management with Salesforce and Persistent

Narayana Health, a leading hospital network in India, faced significant challenges in its patient relationship management. Its rudimentary contact center lacked a unified view of patient data and a single-pane mechanism for handling feedback, leading to slow query resolution, long wait times, and frustrated customers. The organization turned to vendor Persistent Systems and the Salesforce CRM platform to re-architect these systems and improve the quality of patient care.

Persistent Systems implemented the Salesforce solution by deploying a team of business analysts and technical experts to design an optimized workflow. This provided a 360-degree view of the patient profile and readily available resolutions for agents. The results for Narayana Health included a 75% reduction in query resolution time and a 20% reduction in call handling times, significantly enhancing the overall patient experience.

Narayana Health

Kumar KV

Group Chief Information Officer