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The healthcare industry is extremely competitive and versatile. To sustain in this competitive landscape, the healthcare industry requires evolving and taking healthcare innovation to new heights. Though, healthcare organizations are focused on improving patient care, as well as their processes, most of them still rely on legacy systems that are inefficient to meet the evolving needs of the organization, as well as its customers.  This is because customers are looking for easy access to quality healthcare services along with personalized care. To drive innovation, healthcare players require adopting technology solutions such as a robust and comprehensive CRM system. Such a system besides helping manage patient data securely and integrating various processes for driving higher productivity also maximizes customer satisfaction level. As one of the most popular CRM, Salesforce offers Health Cloud – a patient relationship management system that has now become an indispensable tool for healthcare companies. To know more about this innovative cloud solution, organizations should consider partnering with one of the reputed Salesforce development companies.  What is Salesforce Health Cloud? Salesforce health cloud is a cloud-powered solution that is leveraged by medical organizations for managing their patient relationships. It allows users to get a comprehensive view of a patient by integrating data available from medical records stored electronically, create smarter care decisions, and connect patients with their caregivers while managing entire patient data.   The cloud-powered solution empowers organizations across the globe to associate their workers, patients, and collaborators with instant information and augment their protection and well-being. The solution can be promptly positioned and can be significant to small and large organizations alike. Some of the Key Benefits Offered by Salesforce Health Cloud So, whether you identify yourself as a payer, a provider, a pharma, or a medical devices company, Health Cloud offers tangible benefits for your in-house teams and your customers. Listed below are some of the significant benefits of the Health Cloud solution. For Providers:  Salesforce health cloud doesn’t replace your EHR (Electronic Health Records) rather it enables you to unravel legacy systems and integrate apps in a flexible platform while using insights for impelling a patient-centric approach to care. Besides enriching your EHR, Health cloud offers the following benefits specifically for the providers: The cloud solution offers a complete view of patient data including minute details such as appointment history, current health status, specialists and medications recommended that too in a single place. It helps in creating a customized care plan for patients while building connections in the caregiver community thereby providing a complete patient experience.  By leveraging private Salesforce communities, patients and caregivers can securely communicate with each other by sending and receiving messages to each other.  For Payers: Since Health cloud offers certain features that are tailored to the needs of the health insurance industry, payers can engage with providers and other members in an efficient way. It is possible to get a 360-degree view of members through proactive identification of risks, operation management, and real-time incorporation of apps with EHR’s and legacy systems.  By having a complete picture of members, agents can provide personalized communications and other support services through quick and intelligent recommendations. Agents can provide detailed support and quicker resolution to cases if they have access to detailed information about the members. For Pharma/Biotech Companies: Health Cloud enables Pharma companies to: Streamline compliance: Patients can have quick access to medicines through prior authorizations, patient sign-ups, and accomplishment tracking. These steps act as an initiating point to scale-up treatment-specific programs so that operational costs can be reduced and the quality of healthcare can be enhanced. Gather information from patients or their HCP (Health care providers) directly regarding approval of scripts, prior approvals, product complaints, and other information that can be easily analyzed for the purpose of reporting.  Personalize the patient experience by helping pharma companies and patients or their providers to connect across their desired devices that too in real-time. The cloud solution offers case management capabilities offering any point access that helps organizations to understand where a patient is in his/her healthcare journey at any point in time.  Final Words: The Health Cloud solution by Salesforce is a healthcare CRM with infinite potential and can be leveraged for improving patient relationships and enhancing the quality of medical services. However, to make the most of this robust solution, it is necessary to integrate the Cloud into the existing systems and software infrastructure of the healthcare organization and tailoring it to meet its specific needs through tailor-made apps and add-ons. To leverage the benefits of Salesforce health cloud, it’s prudent to get in touch with a reliable Salesforce partner who can help you understand, implement and integrate the robust solution. 

Businesses across all industries have realized the significance of integrating a robust CRM (Customer Relationship Management) platform within their business ecosystem. With a powerful CRM in place, organizations can efficiently manage their customer relationships while enjoying operational efficiency by streamlining processes. Though, cloud-based CRM like Salesforce enjoys a great adoption rate by businesses of all sizes, most of them aren’t aware of the different beneficial integrations they could make use of. One such integration that can boost organizational performance significantly includes the integration of messaging apps with CRM systems and the Smart SMS app is the perfect example of Salesforce SMS integration. What is meant by SMS CRM integration? CRM SMS integration happens when your business messaging platform and CRM system are unified via their APIs. With this integration, the two platforms can interact with one another, allowing them to share and sync data. This integration can enable organizations to: Text Customers directly from the CRM System: For doing this, users need to click on the phone number listed by the customer’s name following which a widget or a chat window will pop up. The customer’s name and the number will get populated automatically in the window allowing users to send messages immediately. Sync Contacts: With SMS CRM integration, CRM systems no longer have to function in a silo. For instance, if any sort of modification is done in the contacts and custom fields of a CRM system, the changes will automatically get updated in the messaging platform and vice-versa.  Some major messaging platforms can enter SMS into a CRM for maintaining additional records and can be useful if dashboards, reports, or machine learning capabilities are built-in within a CRM. Add SMS to your CRM workflows: Premium CRM systems like Salesforce have robust workflow features like SFA (Sales force automation), email drip campaigns, and more. With such integration, text messaging can be included in the workflows as a trigger. What Makes Smart SMS App Preferred Choice of Customers? The Smart SMS app is a robust Salesforce messaging app that is 100% built natively on the Salesforce platform. The app empowers organizations to personalize their communication, streamline workflows, and eventually improve customer service by reaching out to them quickly and with advanced features. Here are some of the unique features that this robust and easily implementable app offers. Let’s take a quick look: SMS Automation through Workflow: The sending of SMS can be automated by using a simple workflow configuration. By sending automated messages, the workflow can be simplified, which reduces the burden on the users/ sales reps resulting in an improved bottom line. Send SMS/MMS in Bulk: Users can leverage this feature to send individual or bulk SMS/MMS in a batch of 200 from ListView on button click or using SMS/MMS interface.  SMS scheduler: Sales reps can schedule the sending of messages (promotional, welcome, etc.) to customers based across different geographies and time zone. To schedule the sending of messages at a desired time and date, Sales reps would have to enter the name and the number of the intended recipient along with the date and time. At the scheduled date and time, the SMS automatically gets disbursed without the need for any manual intervention. SMS Template: This feature can be used to create, modify, and use SMS templates easily by using any of the objects and associated fields.  Final Words: An SMS CRM integrated platform can be a powerful addition to any business. By enabling teams to leverage the contacts and reach out to them in an automated fashion but with a personalized touch will help organizations to improve their customer service, as well as their bottom line significantly.

The business landscape has become extremely competitive in today’s digital era. Apart from the market competition, evolving customer needs have pushed organizations to prepare for the future. To sustain themselves, organizations are leveraging technology solutions like a CRM (Customer Relationship Management) system to stay ahead of the race. As a cloud-based CRM system, Salesforce continues to be a preferred choice of customers looking to efficiently manage their customer relationship while ensuring operational efficiency by streamlining business processes. Salesforce with its wide array of features, functionalities and cloud solutions can be leveraged by organizations to resolve their unique business problems. However, sales reps are always in a dilemma as to which Salesforce product to opt for especially between sales cloud and customer service cloud as both of them have objects like contacts, leads, opportunities, cases, etc. in common. However, the basic difference lies in their functionality, and organizations should make their choice basis their specific business needs. Let’s take a quick look at the features offered by each one of them: What is Sales Cloud? This Salesforce product is designed to manage, automate, and analyze the sales processes of an organization thereby increasing the efficiency of the sales team. Sales cloud benefits both sales reps, as well as sales managers by helping them accomplish their tasks with efficiency. Since, the Sales cloud functionality can be leveraged to automate customer communication and other activities such as call logging, sending of emails; record-keeping, etc. sales reps are left with sufficient time for nurturing of leads and closing more deals. Sales managers on the other hand can assess the performance of sales reps while developing a strategy that aligns the processes of sales and marketing teams.  Some of the key Features Offered by Sales Cloud Contact & Lead Management: This feature helps sales reps to manage leads, contacts, campaigns, and sales frequency to close more deals. Mobile optimization: This means integration with mobile, which in turn ensures more flexibility. Sales reps can now have easy access to workflows; manage leads easily, clip dashboard, track reports, etc. all at your fingertips.  Reports & Dashboards: Organizations can well manage their business by having access to regular and detailed reports regarding organizational growth, and progress. They can also recognize the insufficiencies to upgrade processes that require the most attention.   Work Process Approval: The Sales cloud interface allows organizations to plan their business in a better way as everything including sales, expenses, and discounts could be availed at one place.  What is Service Cloud? It is an important business tool that positively impacts customer retention rates as retaining an existing customer is cheaper than gaining a new one. The cloud platform provides integration with numerous communication channels that are present within the service cloud UI, which helps sales reps to serve their customers quicker and better. The knowledge base created acts as a useful source of knowledge, which can help service agents to reduce their response time and train agents quickly. Service agents can provide a quick resolution to customer issues as the cloud platform offers service process automation.  Customer service managers can gauge the performance of service agents by accessing the reports on customer satisfaction. This gives them a fair idea of the training and Salesforce support they would have to provide the agents.  Some of the key Features Offered by Service Cloud Service Console: Experts handle and manage organizational tasks to help customers better respond to their services. Chat service: Live Chat is automated, which assists customers looking for solutions. Customer service: This helps in processing customer queries via social media without looking for other websites. Knowledge Base: The knowledge base created can help service reps to better understand customer queries and provide a quick resolution to them.  Email to Case: his feature helps in automating email responses w.r.t case submissions depending on the characteristics of the record.  Sales Cloud vs Service Cloud: What Should You Opt For? Although Service Cloud has a lot in common with Sales Cloud, it does not mean that both the products can be interchanged. Since sales cloud offers features that help in turning a lead into an account, it is recommended for sales-centric organizations. On the other hand, the service cloud is recommended to customer service-centric organizations as it provides features for customer service management and improvement for agent productivity. For organizations having both sales and service requirements, a Sales + Service package is recommended. Final Words:  These are some of the basic differences between the two cloud platforms that can help you decide which cloud platform to opt for as per your business need. It is prudent to get in touch with a reliable Salesforce partner who can help you with the right solution for your business. 

Today, every industry is undergoing digital transformation. Today, forward-looking organizations are becoming future-proof by building their businesses on the foundation of API-led connectivity. Alternatively, organizations that lack APIs are finding it difficult to keep pace in the digital age. In other words, successful organizations are aware of the fact that the more they are associated with an ecosystem of applications, partners, developers, and customer experiences, the more will their APIs grow in value. Today, as the API economy evolves, more and more organizations are collaborating with other members of the ecosystem to co-create API-based products. Such partnerships are not just mutually beneficial for those involved but also offer value to their combined customers. Consequently, organizations are expected to reimagine value creation by collaborating with their partners as they are endowed with customer-centric thinking. Such an ecosystem that offers value to every participant including the company that hosts the ecosystem, the developers, partners, and ultimately the customer offers a win-win situation. While there is no dearth of advice regarding APIs on the World Wide Web, companies tend to feel confused with so much information at their disposal during their API journey. In such situations, they can avail MuleSoft consulting from a reputed service provider. Listed below are some best practices that can help organizations cultivate a thriving API ecosystem:  Begin with Customer Experiences: Irrespective of whether the end-user is your customer, developer, or an internal stakeholder, it’s important, to begin with defining the best possible customer experiences. This strategy which is known as ‘outside-in strategy’ depends on customer needs and preferences and takes into consideration developers, direct customers of API, and the end-users the developers serve. This approach requires the collective imagination of both IT and business teams to come up with next-gen customer experiences. Get Hold of Ecosystem Principles: As organizations, today are using APIs as building blocks for creating an ecosystem and reusing the same in the API economy for future growth, they must follow the following ecosystem principles to unravel innovation:  Organizations should change their outlook of considering API as products and services, which acts as a hurdle to unlock new sources of revenue and allow developers, partners, and others at the door to co-create value. As organizations develop API products, they should be ready to experiment, fail, and ultimately establish their API capabilities as the ecosystem evolves rather than getting bogged down with questions that might overwhelm them. Apart from extensive experimentation, organizations should have a data-driven mindset and a pathway for management and operations. Leaders should size their investments for productivity, revenue, and customer experience to drive maximum value. Define an API Business Model: It’s important to define a monetization approach for creating a sustainable API ecosystem. This approach can be created basis the value delivered by API and the data to different audiences. The API business models are of two types i.e. internal and external. For internal API products, organizations should assess their API investments that are centered on reduced operational expenses, legacy modernization, and improved efficiency. However, for external API products, organizations should contemplate business models that can open up new streams of revenue and new business opportunities. Co-create Value by Engaging with Partners: Once organizations identify their customer experiences and outcomes, it’s important to reunite them against your company’s core competencies. Design and Deliver API Products: Organizations should then decide on the API design followed by developing and securely deploying them using an API lifecycle management solution for a thriving API ecosystem. Effective API products can help drive a higher adoption rate. Developers can use already available resources to develop such APIs rather than spending time on building them from scratch. API Consumption: For ensuring the success of their API investment, organizations should put efforts towards creating strategies that incorporate well-thought-out adoption campaigns accompanied by appropriate customer education and marketing. The API lifecycle management solution adopted by organizations should provide scope to engage their developers and partners in their branded experience. Observe, Measure, Reiterate, and Reprise: Organizations should monitor their business metrics thoroughly while stay close with the members of the ecosystem to focus on achievements, spot glitches, bring forth opportunities, and repeat as required. They should contemplate making improvements by tracing errors, metrics in use, and other desired outcomes. Leaders should also complete the API portfolio, and take note of historical trends to assess which API’s to be promoted or retired. Quick Wrap-up:  To design an effective API ecosystem, organizations should consider partnerships, redefined business models, and an enhanced pace of development. Organizations should establish a centralized model of governance to ensure efficient implementation of API strategies while monitoring the progress of the ecosystem, and finally measuring the effect of investment on the bottom line of the organization. So, whether you are looking to build an API ecosystem or already have one, it’s better to seek MuleSoft consulting services from a reliable service provider.