Customer Story: Patient Insight Network improves data quality with Salesforce

Customer Story: Patient Network improves data quality with Salesforce

Industry: Healthcare / Life Sciences
Location: California, USA
Products Purchased: Salesforce Sales Cloud, Salesforce Marketing Cloud, FormTitan

A Patient Network (Patient Network) purchased Salesforce with Marketing Cloud and FormTitan to break down data silos and

• Support growth efforts
• Automate redundant and eliminate manual tasks
• Improve the quality of its patient data
• Streamline deliverables to its clients 

Patient Network uses its network to survey individuals about specific medical diagnoses, symptoms, medications, or their generic medical history. The survey questions are often provided by Patient Network’s clients, which sponsor the questionnaires. In turn, Patient Network shares those anonymous responses and research findings with the client sponsoring the survey. Patient Network’s clients use this information to better understand a patient’s experience, speed up research efforts, and improve treatments.

Before the team implemented Salesforce, Patient Network relied on Google sheets to collect survey responses. This meant that responders had to answer the same generic questions for each survey they submit, including demographic and contact details, medical history, medications, etc. It also meant the Patient Network team had no way to segment and run analysis across its contact list or survey responses. This prevented them from sharing targeted, personalized communications.

Now, Patient Network uses Salesforce as a robust patient database. They generate surveys using FormTitan, and responses are automatically pushed back into Salesforce standard and custom objects. They even enabled a feature to pre-populate answers to questions that the patient already completed, making the survey response process easier for Patient Network’s patient contacts.

Once the patient data is populated inside Salesforce, Patient Network takes advantage of Salesforce’s robust reporting functionality. The team builds custom reports to share with clients, sets filters that meet client criteria, and hides columns or field values to keep the survey responses anonymous.

Patient Network also uses Marketing Cloud to share personalized, relevant communications to that individual. Some examples include next steps for a specific survey that the patient completed, requests for referrals, and information that the patient expressed interest in learning more.

The Salesforce platform with Marketing Cloud and FormTitan gives Patient Network a single source of truth for patient data.

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