Utilizing Multi-Cloud Interactions to Drive 1:1 Personalization in Healthcare

In an effort to integrate their existing Salesforce.com account with a new Marketing Cloud implementation, a leading dental implant company was under pressure for a solution as their legacy Email Service Provider (ESP) contract was soon ending. Quick, quality work was essential to ensure the timeline stayed on track for existing email sends and customer interactions.

After configuring the customer’s Marketing Cloud for up to 25 users, the Lev team migrated all legacy ESP data into Marketing Cloud and then installed Salesforce Connector and data stream integrator which allowed for the two clouds to communicate bidirectionally.

Driven by multi-cloud interaction, this engagement focused on Sales Cloud events triggering journeys in Marketing Cloud’s Journey Builder to drive individual paths based on triggered events for new patients. For example, when an agent from the customer’s call centers has a conversation with a potential new patient that has indicated they are qualified for their services, Marketing Cloud kicks the individual into a designed journey, encouraging them to contact their local clinic and request an appointment.

Following the build-out, the Lev team provided the customer with essential virtual training and enablement on Marketing Cloud and Journey Builder, with a 3 phased approach. These training sessions have been essential in that they have enabled the customer team to independently continue growth and expansion within the platform while maximizing its efficiency.

After this collaborative engagement, this dental implant center is now able to create 1:1 engagements with their customers through email by creating unique journeys tailored to each person’s needs. The dental implant organization also has the capacity to grow into their platform as their business undergoes changes and demands action.

If your existing ESP contract is expiring or you need to up the level of personalization with your customers using Marketing Cloud, contact us today.

Industry: Healthcare
Salesforce Products: Sales Cloud/Marketing Cloud/Journey Builder/Saleforce Connector
Challenge: Legacy ESP contract ending, Pressing need to send emails triggered by Salesforce events
Outcomes: Unique customer journeys triggered by Salesforce events, training and enablement to support continued growth and expansion of customer base

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