A short recorded discussion featuring Simplyhealth speakers explaining how Salesforce (Service Cloud, Sales Cloud, Data Cloud, AgentForce) underpins their effort to improve access to healthcare in the UK. They describe operational benefits—automation, reduced handling time, 24/7 availability, and increased agent productivity (roughly double)—and claim 87% automation of claims, leading to faster appointments and higher customer and staff satisfaction.
Chapters
Put yourself in the eyes of the patient. There are north of 7 million people on waiting lists for treatment in the UK and that problem is only getting worse.
Most people can't get the access that they need when they need it and we help with that.
Simply Health's been around for over 150 years.
Our purpose as an organisation is to improve access to healthcare for all in the uk.
If you want to remove barriers to access to healthcare, you need every moment of truth for the member to be brilliant. And it wasn't when I couldn't get.
An appointment, it was just kind of months of worry not knowing what it could be. It's linked to his eyes. How does that kind of then affect his brain?
In order to achieve the whole purpose of the firm, we need to have a functioning technical infrastructure. We have to unlock that somehow. And for us, the solution was Salesforce.
Salesforce is at the center, the heartbeat of how we now operate. It's absolutely business critical. We use service cloud, sales cloud and data cloud. What we saw was the capability to automate processes, shrink average handling times and ultimately what that really means is we.
Become more productive available 247 in a way that we otherwise couldn't be.
We can be always on how because agentforce is there.
It is about supporting our customer service staff to provide better service.
We combine the use of AgentForce and the use of our brilliant people skills and qualities.
What we deliver through AgentForce comes with the same empathy that the team deliver every day. So it raises the standard of what we do. It allows us to coach our sales teams in a way that is much faster and more consistent.
That's all leverage. Of course. Agent Force is powered by data cloud, so Salesforce has helped us do work quicker where it matters, in the moment of truth.
The Simply Health plan is great. It was just really reassuring that we found the appointment so quickly. So I had five or six appointment times to choose from.
We are twice as productive than we were two years ago. If we could serve 25 customers in a day through any channel. We can now serve 50, 55 customers in a day through a single agent.
We're at 87% automation of the claims process. Nobody else does that.
I knew after I'd been I'd be able to claim it, which was a breath of fresh air to know we can get help a lot sooner.
That's what matters.
And with Salesforce shows how done well you can get to efficiency and have satisfied staff and happy customers.
They've got this digital doorway that's always there for them to get access to their healthcare needs.
We're genuinely grateful to Salesforce, helping us fulfil our purpose of improving access to healthcare in the uk.
If that doesn't get you out of bed in the morning, I don't know what does.
