Short video transcript discussing how Rush addresses growing healthcare demand and fragmented patient data by adopting Salesforce technologies (Health Cloud, Data Cloud) and AgentForce to improve 24/7 patient support, preference management, and digital personalization while reducing low-value tasks for call center staff.
The stakes in healthcare, they've never been higher than they are now. If we can't figure out how to do more with the same number of people, I don't know what will happen to our healthcare system, quite honestly.
At Rush, we have patient information in the medical record, student information in a different system, referral information coming in from outside sources.
We had puddles of customer information everywhere, none of it connected.
Our call center representatives are excellent. Our challenge is sometimes getting somebody to a representative.
I wish that there's always an appointment available for patients. It's just not the case in healthcare. Number of patients are growing, but our workforce is shrinking.
If we don't try to meet patients where they are and with the experience they want, that we will fall behind.
Technology is a huge part of the solution and never more than now with the advent of agentic AI, and that's really why we turned to Salesforce. The way we came to Salesforce was this idea of a 360 view of our customers. Customers include patients. They also include students, faculty members, our employees.
We're now saying, what are the information that we most need to make this the best experience? And we're able to pull that out and display it in health cloud. And we store a lot of information in data cloud.
It's been a really critical platform for us to advance this idea of preference management and to be able to cascade that down to the different systems that communicate with customers.
Using AgentForce, we can offload some of those patients that might have a simpler request. Things like quick refills of prescription prescriptions or schedule their appointment.
I can reduce tasks that are not value added, which increases the number of calls that representatives can take.
Most patients may not even know that Salesforce is there behind the scenes. But Salesforce really helps that patient feel like they have a personalized approach and personalized experience.
We want to provide the best digital experience for patients, and Salesforce really is the enabler to do that.
If it's something just as simple as they got through on a call that they were struggling to get just five minutes faster, that's five minutes less suffering that that person had where they were uncertain, unclear about what was going to happen to them. And you multiply that by the thousands and thousands of patients that we treat, how could you not want to do.
