AI and automation are reshaping the workplace. The new features unveiled at Dreamforce 2024 highlight how Slack and Salesforce are helping organizations work smarter, not harder. With these capabilities, teams can accelerate their performance and deliver better outcomes.
Salesforce has revolutionized how companies manage customer relationships, offering a powerful CRM platform that drives efficiency, productivity, and sales growth. However, fully unlocking its potential requires more than just subscribing to the platform. Successful deployment, seamless integration, and tailored customization are critical to maximizing Salesforce’s benefits. That’s where selecting the right Salesforce Cloud Solutions Partner becomes crucial. This guide will walk you through the key factors to consider when choosing a Salesforce implementation partner to ensure a successful deployment and seamless integration tailored to your business needs. Why You Need a Salesforce Cloud Solutions Partner The Salesforce ecosystem is vast and complex, offering a range of tools, services, and integrations that can be overwhelming without the right guidance. From pricing options to technical aspects of Salesforce Sales Cloud, implementation, and integrations, the right partner can simplify the process. A skilled Salesforce Cloud Solutions Partner can: Choosing the right partner can significantly impact your Salesforce journey, ensuring a smooth transition and long-term success. Key Factors to Consider When Choosing a Partner 1. Assess Expertise and Experience Salesforce implementation requires technical proficiency and industry-specific expertise. Look for a partner who: Additionally, ensure the partner is skilled in services you may require, such as Salesforce Outlook Integration or trial configurations. 2. Evaluate Customization Capabilities Every business is unique, and your Salesforce CRM must reflect that. A capable partner will tailor the platform to your needs, including: Customization ensures your Salesforce environment fits your business like a glove, optimizing operations and delivering maximum ROI. 3. Look for a Holistic Approach to Integration Salesforce excels at integrating with various platforms to streamline workflows. Choose a partner who offers: A well-integrated system simplifies operations, enhances productivity, and positions your business for scalable success. 4. Ensure Support and Training Salesforce implementation is only the beginning; ongoing support and training are critical to success. Your partner should offer: Continuous support ensures your team fully leverages Salesforce, adapting to new features and growing with the platform. 5. Prioritize Pricing Transparency Salesforce offers flexible pricing plans, but implementation costs can vary. Ensure your partner provides: Pricing transparency helps you plan effectively and avoid surprises during your Salesforce journey. Conclusion Selecting the right Salesforce Cloud Solutions Partner is a critical decision that can profoundly impact your business’s efficiency and growth. By focusing on expertise, customization, integration, and support, you can ensure a smooth Salesforce implementation that maximizes your investment. A trusted partner doesn’t just implement Salesforce; they become an integral part of your success, helping you scale confidently and adapt to future challenges. For tailored guidance on selecting the ideal Salesforce partner or learning more about best practices for Salesforce CRM implementation, explore our detailed insights and resources. Make an informed choice and set your organization up for long-term success with Salesforce. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
The life sciences industry is poised for significant evolution in 2025 as it navigates a dynamic landscape shaped by digital transformation, competitive pressures, business volatility, and shifting customer needs. Despite potential challenges, industry leaders remain optimistic about growth in the coming year. Deloitte’s recently released 2025 Life Sciences Outlook, published on December 10, 2024, offers a comprehensive overview of the trends and forces expected to shape the industry in the upcoming year. Drawing from a global survey of life sciences executives conducted by the Deloitte U.S. Center for Health Solutions, the report highlights key focus areas that will drive transformation and innovation. Key Trends Shaping the Life Sciences Industry in 2025 1. Digital Transformation Digital transformation continues to be a cornerstone of growth and innovation for the life sciences sector. Executives anticipate accelerated adoption of digital tools, with particular emphasis on: To stay ahead, life sciences companies are investing in transformative technologies, robust cybersecurity, and digital tools that enhance R&D, employee productivity, and customer engagement. 2. Competitive Pressures The competitive landscape in 2025 will be shaped by several key challenges: To address these pressures, companies are focusing on innovation, expanding their portfolios, and targeting profitable disease areas. Strategies include improving R&D productivity, enhancing clinical trial diversity, leveraging real-world evidence, and aligning M&A activities with corporate objectives. 3. Business Volatility Economic and regulatory uncertainties are adding layers of complexity to the business environment. Key drivers of business volatility include: To mitigate these risks, life sciences companies are optimizing operating models, enhancing supply chain resilience, and implementing global risk mitigation strategies to safeguard operations against unforeseen disruptions. 4. Evolving Customer Needs The rise of personalized medicine and digital adoption among patients is transforming customer expectations. Advances in genomics, biomarkers, and precision medicine are enabling companies to deliver more effective treatments with fewer side effects. In response to these shifts, life sciences firms are prioritizing customer-centric strategies by: As one senior executive from a German pharmaceutical company explained, “With advances in genomics and biomarkers, we can provide patients with more precise treatment options. This not only improves efficacy but also significantly reduces side effects, allowing patients to have a better treatment experience.” Outlook for 2025 Despite challenges, the outlook for the life sciences industry in 2025 remains positive. With 75% of surveyed executives expressing optimism, the sector is positioned for growth driven by innovation, strategic investment, and a commitment to addressing evolving market demands. As the industry continues to adapt to internal and external pressures, its ability to leverage digital transformation, overcome competitive challenges, and meet shifting customer needs will define its success in the year ahead. The 2025 Life Sciences Outlook underscores the importance of proactive strategies, forward-thinking investments, and adaptability in navigating this transformative era. By embracing these trends, life sciences companies can position themselves for sustainable growth and innovation in the years to come. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Salesforce, with over 72,000 employees worldwide, competes aggressively for talent in a fast-growing tech industry. Despite its younger employee demographic, Salesforce also sees a steadily rising median age within its workforce, indicating strong retention. The company emphasizes a people-first culture and strives for a balanced, inclusive environment, with a global commitment to hiring more women and minorities. These efforts have cemented its reputation as a top employer globally.
Essential Technologies for Value-Based Care Success As healthcare providers increasingly adopt value-based care, they must invest in the right technologies and resources to succeed in this model, which incentivizes high-quality, cost-effective care. Value-Based Care Technologies tie reimbursement to care quality, making providers accountable for patient outcomes while providing resources to enhance care. As of 2021, nearly 60% of healthcare payments were already tied to value-based models, according to the Health Care Payment Learning and Action Network (HCP LAN). While partnerships can initiate value-based care, providers must invest in the right technology to fully achieve the intended outcomes. Health Information Exchange (HIE) A robust health information exchange (HIE) is fundamental to value-based care, as it enables providers and payers to access high-quality data seamlessly. HIE allows healthcare professionals to share patients’ medical information electronically across organizations, promoting care coordination by giving providers a comprehensive view of patient needs. For patients, HIE enables more informed involvement in their care by making their health data accessible across specialists, labs, and pharmacies. While joining an HIE may involve new technology investments and workflow adjustments, it ultimately enhances provider access to critical health data. Population Health Management Tools Population health management tools help providers assess health outcomes within groups rather than focusing on individuals alone. These tools aggregate and analyze data, allowing practices to identify high-risk patients and create targeted interventions. This not only enhances health outcomes but can also reduce costs by avoiding expensive treatments. Patient engagement tools, such as telehealth and remote patient monitoring, are essential in population health management, especially for monitoring high-risk patients when in-person care is not feasible. Digital surveys integrated within patient portals can provide insights into social determinants of health, adding a broader context to patient needs. Data Analytics Data analytics transform healthcare data into actionable insights across four types: descriptive, diagnostic, predictive, and prescriptive. Providers can use these analytics to reduce hospital readmissions, predict diseases, and identify chronic illnesses. Data integration and risk stratification capabilities are especially valuable in value-based care, enabling providers to track patient health outcomes effectively and prioritize high-risk cases. Artificial Intelligence & Machine Learning AI and machine learning support many data analytics functions, helping identify patient needs and easing administrative burdens. Given staffing shortages and burnout—reported by 63% of physicians in 2021, according to the American Medical Association (AMA)—AI can automate tasks like documentation, charting, and scheduling, allowing providers to focus more on patient care. Additionally, AI-driven automation in revenue cycle management tasks, such as billing and coding, can reduce the administrative workload associated with value-based care. Price Transparency Technology Price transparency empowers patients to seek cost-effective care, a core principle of value-based models. When providers comply with transparency regulations, patients can better understand their costs and make informed decisions. For providers, leveraging price transparency tools ensures compliance and facilitates partnerships with payers by enabling more effective negotiation, which supports the overall goals of value-based care. As healthcare continues shifting to value-based models, investing in these technologies is critical for providers aiming for long-term success. While these tools rdo equire substantial investment, they are essential for improving patient outcomes, optimizing care quality, and ensuring sustainability in value-based care. When evaluating and choosing healthcare technology tools, contact Tectonic for help. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
If you’re ready to embrace these innovations, reach out to Tectonic for expert guidance on optimizing your Salesforce instance. Together, we can help your organization harness the full potential of these game-changing features.
With Salesforce at the forefront of the AI revolution, Agentforce, introduced at Dreamforce, represents the next phase in customer service automation. It integrates AI and human collaboration to automate repetitive tasks, freeing human talent for more strategic activities, ultimately improving customer satisfaction. Tallapragada emphasized how this AI-powered tool enables businesses, particularly in the Middle East, to scale operations and enhance efficiency, aligning with the region’s appetite for growth and innovation.
The Most Commonly Requested Salesforce Customizations Salesforce’s flexibility is one of its biggest strengths, allowing businesses to tailor the platform to meet their unique needs. Here are the most frequently requested types of customizations: 1. Declarative Customization Make adjustments using Salesforce’s built-in tools—no coding required. Examples: Ideal For:Businesses looking for straightforward changes to enhance usability without requiring programming expertise. 2. Integration Customization Connect Salesforce with third-party systems to streamline workflows and centralize data. Examples: Benefits:Boost operational efficiency by enabling seamless communication between systems. 3. Custom Code Development Go beyond standard functionality with tailored solutions using Apex, Visualforce, or Lightning Web Components. Examples: Best For:Organizations with advanced or highly specific requirements that declarative tools can’t fulfill. 4. User Interface (UI) Customization Adapt the look and feel of Salesforce to improve user experience and align with your brand. Examples: Goal:Create an intuitive, visually appealing interface that boosts productivity and user adoption. 5. Workflow Automation Save time by automating repetitive tasks and processes. Examples: Impact:Streamline operations, reduce manual workloads, and improve efficiency. 6. Reporting and Analytics Customization Provide actionable insights with tailored reports and dashboards. Examples: Advantage:Empower teams to make data-driven decisions with clear, relevant insights. 7. Mobile Optimization Ensure a seamless Salesforce experience for users on mobile devices. Examples: Purpose:Keep teams connected and productive, regardless of location. Conclusion Salesforce customization goes beyond CRM—it transforms the platform into a tailored solution that aligns with your unique business processes. Whether you’re looking for simple adjustments or advanced integrations, these customizations unlock Salesforce’s full potential to drive operational success. Ready to Get Started?Discover how our Salesforce customization services can help tailor the platform to your specific needs. Let’s work together to maximize your investment and achieve your business goals! Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Salesforce Winter ’25 Release: 6 Key Enhancements to Experience Cloud The Salesforce Winter ’25 Release brings a fresh suite of updates to Experience Cloud, focusing on design customization, SEO optimization, and streamlined navigation for enhanced user engagement. We’ve summarized six major updates and additional enhancements that make this release a significant step forward for Experience Cloud sites. 1. Enhanced Design Options for LWR Sites Winter ’25 empowers site designers with more granular control over the look and feel of LWR (Lightning Web Runtime) sites. New customization options in the Experience Builder Theme panel now allow for specific styling of individual components like columns and buttons, offering a new level of precision in visual design. Additional features include a Scoped Header and Footer layout that allows fixed positioning for headers and footers, enhancing user experience with persistent navigation elements. Site admins can define unique color palettes for buttons across various states (default, hover, focus), and apply color schemes to individual columns, which can now be set in the Theme panel. Further text customizations for headings have also been added, allowing a personalized touch for every element on LWR sites. 2. SEO-Friendly URLs for Accounts and Contacts (Generally Available) To drive organic traffic, the Winter ’25 Release introduces SEO-friendly URL slugs for Account and Contact pages, replacing traditional record IDs with easily readable URLs. This enhancement allows search engines to better index content, making it easier for users to find your pages. Site managers can configure SEO-friendly URLs directly in the Administration panel and import slugs in bulk for faster setup. 3. Data Providers for LWR Sites (Beta) Experience Cloud now includes an option to configure data providers on LWR site pages, enabling seamless integration with data from various sources, including Apex and Record providers. Admins can specify data sources within Experience Builder, allowing for real-time data updates across components and pages, providing a more dynamic and responsive experience for users. 4. Revamped Navigation and New Components The Navigation Menu component has been revamped, allowing admins to design a more intuitive navigation experience for both desktop and mobile users. The beta Site Header component further enhances branding with logo placement and customizable headers, while the Grid component now ensures consistent cell height, improving the visual balance of page layouts. Tailored navigation menus for desktop and mobile screens can be customized for color, spacing, text styles, and more to provide an optimized experience across devices. 5. Expanded Data Cloud Integration for Event Tracking Winter ’25 expands Data Cloud integration to capture checkout, order, and cart events on enhanced LWR sites. Ecommerce-focused organizations can now record user interactions—like checkout initiation and address input—automatically, giving businesses richer insights into customer behavior. Data captured through these events can be viewed within Data Cloud, allowing admins to understand user engagement and optimize site design accordingly. 6. Salesforce File Linking for LWR Sites (Beta) The new File Upload Lightning Web Component enables file uploads directly from an LWR site to Salesforce, an option previously available only on Aura sites. This update streamlines the file transfer process, allowing guest users to upload files securely, which are then accessible within Salesforce. Additional Experience Cloud Enhancements In addition to the primary updates, Winter ’25 introduces several valuable, albeit smaller, features: Availability of Features Some Winter ’25 features will be accessible immediately after release, while others require setup by admins. Consider notifying users about these updates to ensure a smooth transition and to leverage the full potential of new functionalities. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Primary care in the United States urgently needs a redesign, as rural hospital closures and a shortage of providers are severely limiting access for nearly one-third of the population. While advanced technologies like virtual care have helped expand primary care access, there is still a strong preference for in-person visits. To address this, healthcare providers must create a hybrid care model that integrates both virtual and in-person services to better meet patient needs. Hackensack Meridian Health, a New Jersey-based health system, has embraced an AI-based solution to establish this hybrid care model. Through a partnership with K Health, the system aims to create a seamless patient journey that fluidly transitions between virtual and in-person care as needed. According to Dr. Daniel Varga, chief physician executive at Hackensack Meridian Health, the need for this partnership became apparent during the COVID-19 pandemic, which disrupted in-person care across New Jersey. “Before the pandemic, we did zero virtual visits in our offices,” Varga said. “By early 2020, we were doing thousands per day, and we realized there was real demand for it, but we didn’t have the skill set to execute it properly.” With the support of K Health, Varga believes the health system now has the technology and expertise to integrate AI-driven virtual care into its network of 18 hospitals. However, successful implementation requires overcoming technology integration challenges. The AI-Powered Virtual Care Solution The partnership between Hackensack Meridian Health and K Health has two key components, Varga explained. The first is a 24/7 AI-driven virtual care service, and the second is a professional services agreement between K Health’s doctors and the Hackensack medical group. The AI system used in the virtual care platform is built to learn from clinical data, distinguishing it from traditional symptom-checking tools. According to K Health co-founder Ran Shaul, the AI analyzes data from patients’ EHRs and symptom inputs to provide detailed insights into the patient’s health history, giving primary care providers a comprehensive view of the patient‘s current health concerns. “We know about your chronic conditions, your recent visits, and whether you’ve followed up on key health checks like mammograms,” Shaul explained. “It creates a targeted medical chart rather than a generic symptom analysis.” In addition, K Health’s virtual physicians and Hackensack Meridian’s medical group are integrated, sharing the same tax ID and EHR system, which ensures continuity of care between virtual and in-person visits. Varga highlighted that this integration allows for seamless transitions between care settings, where virtual doctors’ notes are readily available to in-person providers the following day. “If a patient sees a virtual doctor at 2 a.m., I have the 24/7 notes right in front of me the next morning in the office,” Varga said. The service is accessible to all patients, including new patients and those recently discharged from Hackensack Meridian Health’s inpatient services who require follow-up care. Overcoming Challenges in Implementation Deploying an AI-driven virtual care system across 18 hospitals presents significant challenges, but Hackensack Meridian Health has developed several strategies to ensure smooth implementation. First, the health system provided training to all 36,000 team members to familiarize them with the platform. Additionally, a dedicated team was created to enhance collaboration between the traditional medical group and the virtual care team. One major focus was connecting hospitals and 24/7 virtual care services to ensure continuity of care for patients leaving emergency departments or being discharged from inpatient care. “Many patients don’t have a primary care doctor when they leave the hospital,” Varga explained. “With this virtual service, we can immediately book a virtual appointment for them before they leave the ED.” Provider Hybrid Care Models provide better patient care, follow-up, and outcomes. The system also offers language accessibility, with patients able to interact with the platform in Spanish and request Spanish-speaking clinicians. This feature is part of the health system’s broader strategy to break down barriers to care access and improve health equity. Improving Access and Health Equity-Provider Hybrid Care Model Shaul noted that the convenience of scheduling virtual appointments at any time helps patients who would otherwise struggle to see a doctor due to work schedules or long travel distances. The virtual care service also addresses the needs of patients with limited English proficiency, allowing them to access care in their native language. By connecting patients who lack a usual source of care with primary care providers through the virtual platform, Hackensack Meridian Health aims to close care gaps. Access to primary care is critical for improving health outcomes, yet the number of Americans with a regular source of care has dropped by 10% in the past 18 years. This decline disproportionately affects Hispanic individuals, those with lower education levels, and the uninsured. Varga emphasized that the virtual care service aligns with Hackensack’s goal of meeting patients where they are—whether virtually, in their hospitals, or at brick-and-mortar medical offices. “The reason we have such a geographically diverse spread of sites is that we believe in meeting patients where they are,” Varga said. “If that means a virtual visit, we’ll meet them there. If it means the No. 1 ranked hospital in New Jersey, we’ll meet them there. And if it’s a medical office, that’s where we’ll meet them.” Salesforce and Tectonic can help your provider solution offer the same diversity. Contact us today! Heath and Life Sciences are winning a competitive edge with Salesforce for better patient outcomes. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to
Salesforce has unveiled Connected Assets, a robust suite of capabilities in Manufacturing Cloud, designed to offer manufacturers a comprehensive, real-time perspective on connected asset data. This includes data on service history, asset status, customer records, and telematics, allowing manufacturers to monitor asset health and performance while proactively addressing maintenance needs to reduce downtime and boost customer satisfaction. Enhanced AI Capabilities for Connected AssetsConnected Assets integrates Salesforce’s advanced AI to empower teams with actionable insights. Sales, customer service, and field teams can now receive real-time alerts and quickly access asset history and health, enabling faster, data-driven support and the delivery of more personalized offers. AI-driven insights and recommendations based on asset condition, service history, and performance data enhance the ability of manufacturers to predict maintenance needs and provide proactive support, including on-site recommendations to field technicians. Innovative Features for Optimized Asset Management Salesforce PerspectiveAchyut Jajoo, SVP and GM of Manufacturing and Automotive, states, “The manufacturing industry is embracing a historic transformation toward AI-enabled modernization. Connected Assets and our sector-specific AI tools in Manufacturing Cloud empower our customers to lead with improved customer experiences, optimized asset performance, and new revenue-generating services. With Agentforce, our customers will soon be able to leverage autonomous agents to monitor connected asset data at scale, enabling them to focus on strategic, high-value initiatives.” Real-World ApplicationKawasaki Engines exemplifies Connected Assets in action, using Manufacturing Cloud to enhance customer relationships by offering proactive support and minimizing equipment downtime. “Salesforce’s Connected Assets will enable us to deliver exceptional service, keeping our customers satisfied and our products operating efficiently,” says Tony Gondick, Senior Manager of IT Business Strategy at Kawasaki Engines. Extending Across IndustriesBeyond Manufacturing Cloud, Connected Assets is also being introduced to Salesforce’s other industry clouds, such as Energy & Utilities, Communications, and Media, allowing a wide range of sectors to tap into the benefits of connected asset management, minimize downtime, and generate new value. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Salesforce Introduces Integrated Ecommerce Storefronts in Starter and Pro Suites Salesforce has expanded its Starter and Pro Suites to include integrated ecommerce storefronts, combining capabilities across sales, service, marketing, and now commerce into a seamless, all-in-one solution. This new addition empowers small and growing businesses to create direct-to-consumer (D2C) online stores with ease. Key features include low-code tools for custom storefront design, centralized product and price management, and built-in performance dashboards for insights into customer buying behaviors and store operations. Why This Matters: The shift toward digital commerce continues to grow, with Salesforce research indicating that over half of small business revenue is expected to come from digital channels by 2025, up from 42% today. By packaging ecommerce capabilities directly within its CRM suite, Salesforce aims to simplify digital transformation for businesses and eliminate the need for multiple fragmented solutions. Key Features of Salesforce Ecommerce Storefronts Kris Billmaier, EVP & GM of Self-Service & Growth at Salesforce, emphasized that the suite’s unified data approach will allow businesses to provide a connected experience from purchase to support, stating, “Whether customers buy online, engage with sales teams, or seek help, they will now enjoy a fully integrated journey.” Customer and Salesforce Perspectives Justin Fleming, owner of Clicks N Code, shared his success with the new commerce tools in Pro Suite: “Setting up ecommerce was simple, and my customers can now complete purchases in seconds. The invoicing time reduction from 50 minutes to five has been a game-changer.” According to Salesforce, the integration of ecommerce within the CRM suite will help businesses sell more efficiently and improve customer experiences by unifying data and simplifying operations. By Tectonic’s Marketing Ops Director, Shannan Hearne Like2 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
In need of help to implement requisite configuration updates to establish a usable data model for data segmentation that supports best practices utilization of Marketing Cloud features including Contact Builder, Email Studio and Journey Builder.
The healthcare industry is undergoing a significant digital transformation, with generative AI and chatbots playing a prominent role in various patient engagement applications. Technologies such as online symptom checkers, appointment scheduling, patient navigation tools, medical search engines, and patient portal messaging are prime examples of how AI is enhancing patient-facing interactions. These advancements aim to alleviate staff workload while improving the overall patient experience, according to industry experts. However, even these patient-centric applications face challenges, such as the risk of generating medical misinformation or biased outcomes. As healthcare professionals explore the potential of generative AI and chatbots, they must also implement safeguards to prevent the spread of false information and mitigate disparities in care. Online Symptom Checkers Online symptom checkers allow patients to input their symptoms and receive a list of potential diagnoses, helping them decide the appropriate level of care, whether it’s urgent care or self-care at home. These tools hold promise for improving patient experiences and operational efficiency, reducing unnecessary healthcare visits. For healthcare providers, they help triage patients, ensuring those who need critical care receive it. However, the effectiveness of online symptom checkers is mixed. A 2022 literature review revealed that diagnostic accuracy ranged between 19% and 37.9%, while triage accuracy was higher, between 48.9% and 90%. Patient reception to these tools has been lukewarm as well, with some expressing dissatisfaction with the COVID-19 symptom checkers during the pandemic, mainly when the tools did not emulate human interaction. Moreover, studies have indicated that these tools might exacerbate health inequities, as users tend to be younger, female, and more digitally literate. To mitigate this, developers must ensure that chatbots can communicate in multiple languages, replicate human interactions, and escalate to human providers when needed. Self-Scheduling and Patient Navigation Generative AI and conversational AI have shown promise in addressing lower-level patient inquiries, such as appointment scheduling and navigation, reducing the strain on healthcare staff. AI-driven scheduling systems help fill gaps in navigation by assisting patients with appointment bookings and answering logistical questions, like parking or directions. A December 2023 review noted that AI-optimized patient scheduling reduces provider time burdens and improves patient satisfaction. However, barriers such as health equity, access to broadband, and patient trust must be addressed to ensure effective implementation. While organizations need to ensure these systems are accessible to all, AI is a valuable tool for managing routine patient requests, freeing staff to focus on more complex issues. Online Medical Research AI tools like ChatGPT are expanding on the “Dr. Google” phenomenon, offering patients a way to search for medical information. Despite initial concerns from clinicians about online medical searches, recent studies show that generative AI tools can provide accurate and understandable information. For instance, ChatGPT accurately answered breast cancer screening questions 88% of the time in one 2023 study and offered adequate colonoscopy preparation information in another. However, patients remain cautious about AI-generated medical advice. A 2023 survey revealed that nearly half of respondents were concerned about potential misinformation, and many were unsure about the sources AI tools use. Addressing these concerns by validating source material and providing supplementary educational resources will be crucial for building patient trust. Patient Portal Messaging and Provider Communication Generative AI is also finding its place in patient portal messaging, where it can generate responses to patient inquiries, helping to alleviate clinician burnout. In a 2024 study, AI-generated responses within a patient portal were often indistinguishable from those written by clinicians, requiring human editing in only 58% of cases. While chatbot-generated messages have been found to be more empathetic than those written by overworked providers, it’s important to ensure AI-generated responses are always reviewed by healthcare professionals to catch any potential errors. In addition to patient engagement, generative AI is being used in clinical decision support and ambient documentation, showcasing its potential to improve healthcare efficiency. However, developers and healthcare organizations must remain vigilant about preventing algorithmic bias and other AI-related risks. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more
Promising Patient Engagement Use Cases for GenAI and Chatbots Generative AI (GenAI) is showing great potential in enhancing patient engagement by easing the burden on healthcare staff and clinicians while streamlining the overall patient experience. As healthcare undergoes its digital transformation, various patient engagement applications for GenAI and chatbots are emerging as promising tools. Let’s look at Promising Patient Engagement Use Cases for GenAI and Chatbots. Key applications of GenAI and patient-facing chatbots include online symptom checkers, appointment scheduling, patient navigation, medical search engines, and even patient portal messaging. These technologies aim to alleviate staff workloads while improving the patient journey, according to some experts. However, patient-facing AI applications are not without challenges, such as the risk of generating medical misinformation or exacerbating healthcare disparities through biased algorithms. As healthcare professionals explore the potential of GenAI and chatbots for patient engagement, they must also ensure safeguards are in place to prevent the spread of inaccuracies and avoid creating health inequities. Online Symptom Checkers Online symptom checkers allow healthcare organizations to assess patients’ medical concerns without requiring an in-person visit. Patients can input their symptoms, and the AI-powered chatbot will generate a list of possible diagnoses, helping them decide whether to seek urgent care, visit the emergency department, or manage symptoms at home. These tools promise to improve both patient experience and operational efficiency by directing patients to the right care setting, thus reducing unnecessary visits. For healthcare providers, symptom checkers can help triage patients and ensure high-acuity areas are available for those needing critical care. Despite their potential, studies show mixed results regarding the diagnostic accuracy of online symptom checkers. A 2022 literature review found that diagnostic accuracy for these tools ranged from 19% to 37.9%. However, triage accuracy—referring patients to the correct care setting—was better, ranging between 48.9% and 90%. Patient reception to symptom checkers has also been varied. For example, during the COVID-19 pandemic, symptom checkers were designed to help patients assess whether their symptoms were virus-related. While patients appreciated the tools, they preferred chatbots that displayed human-like qualities and competence. Tools perceived as similar in quality to human interactions were favored. Furthermore, some studies indicate that online symptom checkers could deepen health inequities, as users tend to be younger, female, and more digitally literate. To mitigate this, AI developers must create chatbots that can communicate in multiple languages, mimic human interaction, and easily escalate issues to human professionals when needed. Self-Scheduling and Patient Navigation GenAI and conversational AI are proving valuable in addressing routine patient queries, like appointment scheduling and patient navigation, tasks that typically fall on healthcare staff. With a strained medical workforce, using AI for lower-level inquiries allows clinicians to focus on more complex tasks. AI-enhanced appointment scheduling systems, for example, not only help patients book visits but also answer logistical questions like parking directions or department locations within a clinic. A December 2023 literature review highlighted that AI-optimized scheduling could reduce provider workload, increase patient satisfaction, and make healthcare more patient-centered. However, key considerations for AI integration include ensuring health equity, broadband access, and patient trust. While AI can manage routine requests, healthcare organizations need to ensure their tools are accessible and functional for diverse populations. Online Medical Research GenAI tools like ChatGPT are contributing to the “Dr. Google” phenomenon, where patients search online for medical information before seeing a healthcare provider. While some clinicians have been cautious about these tools, research suggests they can effectively provide accurate medical information. For instance, an April 2023 study showed that ChatGPT answered 88% of breast cancer screening questions correctly. Another study in May 2023 demonstrated that the tool could adequately educate patients on colonoscopy preparation. In both cases, the information was presented in an easy-to-understand format, essential for improving health literacy. However, GenAI is not without flaws. Patients express concern about the reliability of AI-generated information, with a 2023 Wolters Kluwer survey showing that 49% of respondents worry about false information from GenAI. Additionally, many are uneasy about the unknown sources and validation processes behind the information. To build patient trust, AI developers must ensure the accuracy of their source material and provide supplementary authoritative resources like patient education materials. Patient Portal Messaging and Provider Communication Generative AI has also found use in patient portal messaging, where it can draft responses on behalf of healthcare providers. This feature has the potential to reduce clinician burnout by handling routine inquiries. A study conducted at Mass General Brigham in April 2024 revealed that a large language model embedded in a secure messaging tool could generate acceptable responses to patient questions. In 58% of cases, chatbot-generated messages required human editing. Promising Patient Engagement Use Cases for GenAI and Chatbots Interestingly, other research has found that AI-generated responses in patient portals are often more empathetic than those written by overworked healthcare providers. Nevertheless, AI responses should always be reviewed by a clinician to ensure accuracy before being sent to patients. Generative AI is also making strides in clinical decision support and ambient documentation, further boosting healthcare efficiency. However, as healthcare organizations adopt these technologies, they must address concerns around algorithmic bias and ensure patient safety remains a top priority. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. 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