Hospital 9 de Julho (H9J), a reference in highly complex medicine in the city of São Paulo, implemented Salesforce solutions to support the entire reformulation of the entity's communication and service strategy with internal and external audiences.
With Salesforce Service Cloud, the entity provides better care for physicians and patients with a complete view of each individual in a dashboard with integrated systems, unified data and automation driven by Artificial Intelligence, improving workflows; and with Salesforce Marketing Cloud, it engages patients and physicians, providing information and actions that support communication strategies. Wings IT, a Salesforce partner, was responsible for the planning and implementation last year and continues to support the H9J.
digital transformation
With Salesforce and H9J's customer-centric approach in its digital transformation process, the CRM area was able to increase the speed in building strategies, journeys and dashboards, increasing the speed in decision making, and with that the hospital complex achieved an improvement in communication and care for doctors and patients. With the new tool, there was a significant improvement in the results of all the relationship actions promoted by the area, among which we highlight some results where the tool contributed: increase of 25% in the clinical staff, growth of 16% in the loyalty of health professionals to the hospital and 39% of high revenue from new doctors in 2018, compared to 2017. Doctors help patients distributed in 470 beds, 22 operating rooms (three for robotics and two hybrids with hemodynamics and magnetic resonance), 102 ICU beds and 2 units of adult and pediatric onco-hematology.
With the automation of the base of registered clients and physicians, the H9J Marketing team is managing to monitor performance indicators that are used in communication planning, in addition to a more effective engagement of strategic audiences. A simple example was the decrease in bounce rate and improved delivery and openness by 25% of your email messages.
The solutions were implemented in the main sectors of interaction with the public, such as medical relationship, Customer Service (SAC), marketing, surgical scheduling, exams and consultations, and hospitality (accommodation of patients during hospitalization). Employees in the hospitality, management and board areas have access to solutions on mobile devices through the Salesforce mobile app for iOS or Android, with which they can access information and data remotely.
“Accessing information quickly and securely is increasingly important for decision making in any type of business. The service and marketing areas were analog for a long time, but today automation is fundamental to improve the experience of patients and physicians", points out Dr. Alfonso Migliore Neto, general director of H9J. "The implementation of Salesforce is a strong ally in Hospital 9 de Julho's ongoing process of seeking technologies that facilitate the daily lives of professionals and clients, improving integration and relationships,” he adds.
Dashboards created with Salesforce are the primary guide for making decisions based on relationships with doctors and patients. "The teams gained a lot of autonomy by being able to create their own dashboards, according to the business demand in our sector. We don't depend on the IT area or on consulting for new insights", concludes Dr. Alfonso.
All employees on the H9J operations team have been trained and are kept up-to-date on Salesforce's free online education platform, Trailhead. Additionally, they turn to the Brazilian Trailblazer community to answer questions, exchange experiences with other Salesforce users and find out about improvements and news about the solutions. With this, the CRM and Marketing team remains active, making the most of the platform and contributing to the continuous improvement of processes and relationship strategies.
When needed, H9J's IT and business teams can use the Salesforce Success Cloud Premier Accelerator Pack to talk with Salesforce in-house experts in one-on-one sessions about best practices in using solutions to meet new business demands.
“With the adoption of a new strategy and technologies for communication with the public, Hospital 9 de Julho provides assistance and engagement in a personalized and engaging way. This project, focused on physicians and patients, shows that meeting customer expectations is a demand in the healthcare sector as well”, concludes Daniel Hoe, Salesforce Marketing Director for Latin America.
EN 
PT 
