Case Study: UChicago Medicine achieves personalized patient care and faster outreach with Salesforce Platform

UChicago Medicine launches 100 marketing segments in four months with Salesforce Platform

UChicago Medicine, an academic health system, faced challenges with disconnected systems that slowed patient support and prevented personalized care. Their Access Center handled over 2.5 million inquiries yearly, but patients experienced long wait times and inefficient service. To bridge the gap between consumer-grade service and healthcare, they turned to the Salesforce Platform, utilizing Data Cloud, Marketing Cloud, and Agentforce, to unify data and enable targeted outreach.

Salesforce provided a unified solution where Data Cloud (referred to as Data 360 in the case) centralized patient data to create over 100 targeted marketing segments. This enabled highly personalized campaigns through Marketing Cloud, achieving a 60% conversion rate in one instance. Furthermore, the planned implementation of Agentforce aims to transform patient support with AI agents for scheduling and inquiries, promising 24/7 access and reduced wait times. Salesforce helped UChicago Medicine improve care accessibility and operational efficiency with a secure, scalable platform.

UChicago Medicine