Historic Clinic, Modern Problems

Our client has been a pillar of personalized care in their local community for over 50 years. But institutions with decades of history often face modern challenges. As the digital age reshapes patient expectations, our client needed a fresh approach to managing patient relationships, collecting feedback, and bringing in new patients.

That’s where Penrod stepped in. Armed with deep healthcare expertise and the unmatched power of Salesforce, we helped our client revamp their digital communications strategy to keep delivering exceptional care. No fluff, just results.

Challenge

Overcoming manual communications to improve patient relationship management

Solution

Salesforce Marketing Cloud

Results

Actionable patient feedback, improved patient acquisition, and enhanced community engagement

The Problem

Our client’s engagement struggles centered around how they interacted with patients from acquisition to care delivery.

Feedback Collection

Our client faced a challenge gathering consistent, actionable feedback from patients after their appointments. The problem had two sides. First, how could they send the survey at the perfect time? Second, how could they deliver it in a way that patients would actually notice...and respond?

Segmentation

Our client is a bustling clinic with diverse specialties, locations, and patient needs. Blanket email blasts? Not their style...they know one size doesn’t fit all. But without a proper segmentation tool to sort patients by location, stage, or requirements, personalization was a slow, manual grind that just couldn’t keep up.

Patient Acquisition

Our client struggled with driving event attendance for patient acquisition. Sure, they had a variety of great events like open houses, food drives, and tours on the calendar. However, promoting those events without a communications platform built with personalization in mind was an uphill battle.

The Solution

Penrod went to work on a solution that would help our client deliver personalized communications across the patient lifecycle.

Detailed Segmentation

Personalized communication starts with segmentation.

Penrod brought precision to the table, implementing detailed segmentation rules to make personalization effortless. Patients were grouped by their preferred physician, care needs, location, and more, ensuring every message hit the mark. With the area's large Hispanic population, emails could even be sent in Spanish based on patient preferences. Our client could now deliver on their promise of warm, personalized care in every interaction. Thanks to Penrod, they’re personalizing at scale without breaking a sweat.

Automated Survey Process

With the power of Marketing Cloud, Penrod built a patient journey that triggers surveys after an appointment. In order to ensure higher completion rates, Penrod embedded the survey directly in the email to reduce clicks. The solution was entirely native to Salesforce, meaning our client didn't have to buy new platforms to improve the survey process. That's the power of customization.

Survey results show up directly on the patient record, meaning further follow-up can be conducted based on results. Additionally, administrative staff could measure outcomes with more detail and accuracy.

Improved Patient Acquisition

Our client had the basics in place. Tours, open houses, and food drives were on the calendar to bring in appointments. Penrod worked to help them drive attendance. We designed dynamic campaigns that connect with prospective and current patients at the right time, with the right message. Using detailed segmentation filters, we tailored communications by patient status, location, and specialty, delivering messages that drive action. The result? More engagement and more impact. Plus, we made it easy for patients to RSVP with one click.

Personalizing Care at Scale

Our client is now equipped to meet their patients where they are, both location-wise and emotionally. With Penrod’s help, they've personalized patient acquisition and strengthened relationships throughout their local community. The modern challenges this historic clinic was facing are now history.

Actionable Patient Feedback

Improved Patient Acquisition

Enhanced Community Engagement

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