Case Study: Piedmont Healthcare boosts patient engagement with Salesforce

How Piedmont Healthcare transformed its call center to help more patients

Piedmont Healthcare, Georgia’s largest healthcare provider, faced a surge of COVID-19-related calls that overwhelmed its call center and made it difficult to triage patients quickly and consistently. Working with Salesforce, the health system needed a scalable way to guide callers to the right level of care while keeping information current as guidance changed during the crisis.

Salesforce helped Piedmont Healthcare deploy Health Cloud, new call scripts, and real-time workflows in just days, supported by dashboards and Marketing Cloud for patient outreach. The solution onboarded 80 triage nurses and 70 agents, triaged more than 150 calls within five hours, and enabled proactive outreach to thousands of patients whose care had been delayed, with high response rates, better demand insights, and improved ability to restore services.

Piedmont Healthcare

Andrew Chang

Executive Director of Marketing and Physician Outreach