Scripps Health improves internal processes to boost patient satisfaction

PwC gets the clients’ perspective

Scripps Health, a nonprofit hospital network based in San Diego, is dedicated to providing quality patient care, engaging in clinical research and improving community health in a manner that’s safe, cost-efficient and socially responsible. Scripps wanted to create a patient-centric digital engagement platform to improve internal processes that could better serve its patient base and improve customer satisfaction.

Interview with:
Christina Campo
Manager, CRM and Email Automation, Scripps Health

Interview with:
Jamie Ryan
Senior Director of Digital Technology and Marketing Operations, Scripps Health

What was the challenge?

“Our contact center was operating on a legacy Salesforce application that wasn’t integrated with our core systems — creating additional work for our agents. Provider searches, referrals, appointment scheduling and many other simple tasks were occurring outside of the Salesforce platform. Our data quickly became outdated, and our agents were unable to have a real-time view of the patient. We saw a tremendous opportunity to improve patient experience through technology transformation.”

Describe the solution.

“We designed a new streamlined, integrated, highly efficient call center platform powered by Salesforce Health Cloud and Marketing Cloud. It lets us centralize patient management, provider management, appointment scheduling and event management functionalities on a single platform. We’ve automated various workflows using real-time data to create efficiencies for our agents and help them provide a more personalized and better experience for our patients.”

Where or how did innovation come into play?

“This was a great opportunity to consolidate multiple systems onto a single platform with a 360-degree view of our patients and prospects, providing a more efficient employee experience for our agents. We can now view data at both the individual level and higher reporting level in one location, which helps us make better data-informed decisions.”

How does the solution blend the strengths of technology and people?

“With a streamlined, automated and integrated platform, our call center agents can provide faster and more effective patient services, helping them focus more on patient needs instead of digging for relevant information. It’s creating lower average call times, higher productivity and greater customer satisfaction. Our agents now have the tools they need to succeed at their fingertips, while patients benefit from timelier and more satisfying customer experiences.”


Increase in appointments scheduled


Increase in customer satisfaction scores


New patient appointments scheduled and 9,500+ provider referrals conducted over a 2-month span

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Andrew Sofield

Principal, Health Industries, PwC US

Steven Zaloga

Principal, Health Industries, PwC US

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