Fairview Health Services Deploys Salesforce to Support Customer Engagement Transformation Efforts

Salesforce announced that Fairview Health Services—one of the largest nonprofit health systems in Minnesota—selected Salesforce as its platform for customer engagement. With Salesforce, Fairview will get a 360-degree view of each customer and the tools to better understand and manage customer needs.

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Fairview has a goal to become one of the top health systems in the United States, and has recently grown its network by merging with HealthEast Care System and extending its partnership with the University of Minnesota. The Fairview system now includes more than 33,000 employees and a network of more than 5,000 providers operating across 12 hospitals and medical centers, 36 pharmacies, more than 50 primary-care clinics and representing 100 specialties. To integrate its growing health system and transform customer engagement, Fairview selected Salesforce as one of its digital transformation partners.

Fairview is deploying Salesforce Health Cloud, Marketing Cloud, Heroku and MuleSoft to centralize and manage customer touchpoints on a single, customer-centric platform. With Salesforce, Fairview expects to improve customer engagement in its call centers by empowering its agents with relevant customer data, from multiple systems, on a single screen. As a result, they will better understand their customers’ wants and needs and anticipate the ability to provide faster, more personalized service.

“Technology is driving transformative change in healthcare and presents an enormous opportunity to remove complexities from the care delivery experience,” said Marlena Kane, Vice President of Consumer Solutions and System Operations Center at Fairview Health Services. “We’re embracing new technologies and processes that are designed around our patients to provide anyone who touches our healthcare system with the same level of access, convenience and transparency they expect in every other aspect of their lives.”

Fairview is using MuleSoft Anypoint Platform for its integration platform as a service (iPaaS) capabilities, modernizing various healthcare systems and connecting them to Salesforce, with the vision of building an application network that allows for any system, application, data and device to be seamlessly plugged in and out. MuleSoft enables healthcare organizations to unlock EHR systems and connect clinical and non-clinical applications, using APIs to securely leverage data across legacy, web and mobile platforms.

“Siloed systems and disparate data sources make it difficult for healthcare organizations to get a complete view of their patients,” said Dr. Ashwini Zenooz, SVP and GM of healthcare and life sciences at Salesforce. “This disconnect can create tension with patients, increase costs and keep the industry from innovating to its full potential. Fairview is an industry trailblazer that understands the importance of integration to transforming patient experiences. By connecting its health system on Salesforce, Fairview will have the flexibility and scalability it needs to drive innovation and growth, and transform healthcare.”

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