Digital Engagement Platform for Healthcare Industry

Driving better care experience and outcomes through consistent, seamless, omni-channel digital engagement

The world of managing relationships with consumers has fundamentally changed. Healthcare consumers are digitally savvy and demand the same convenience, transparency and immediacy of information as experienced in other industries. They’re also increasingly cost conscious, as high deductible plans and HSAs gain popularity. At the same time, provider shortages and operational cost inefficiencies have caused gaps in access and increased the need for convenient and accessible care options. These forces are driving changes in the healthcare market, creating intense competition to acquire and retain consumers for life.

PwC’s Digital Engagement Platform for Healthcare Industry, powered by Salesforce, is designed to meet increasing expectations from customers and empower health companies to engage patients and caregivers through personalized, timely and seamless experiences that improve care outcomes and drive efficiency.

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Unified healthcare platform providing a 360-degree view of the consumer

PwC’s Digital Engagement Platform, powered by Salesforce, is a modular and integrated end-to-end patient engagement platform. Individual pillars can be implemented to set the baseline foundation and to allow for future expansion.

Solution pillars

  • Consumer acquisition and activation: Personalized and targeted consumer activation and engagement to acquire new patients and increase lifetime retention through marketing, automation and digital experience systems.
  • Consumer service management: Consistent and seamless omnichannel service experience across all consumer (patient and caregiver) touch points, including in-person interactions, self-service and contact center.
  • Care management outreach and engagement: Improved care outcomes through proactive omnichannel care management, outreach and engagement with patients across their care journey (includes chronic condition management, wellness and social collaboration).
  • Physician relationship management: Enhanced Provider experience from acquisition, relationship management, and support for onboarding, education, credentialing, referral management and network management.

Technical capabilities

  • Built on Salesforce Health and Marketing Clouds
  • Integrated with telephony solutions (CTI), EMRs and provider credentialing solutions
  • Prebuilt to manage standard healthcare call-types workflows
  • Secured with Salesforce Shield to protect PHI and PII
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