Salesforce Simplified

Salesforce Simplified: What is Health Cloud

XenTegra Season 1 Episode 10

Salesforce Customer 36O is our complete portfolio of products and services designed to help companies connect people and data on a trusted platform. Unite your teams with a single view of your data, so you can grow relationships, build business resilience and run your business more efficiently.

And now, with Customer 36O powered by Data Cloud, we’ve created the world’s first real-time CRM, giving everyone across the organization the insights and answers they need right now so healthcare and life sciences organizations can connect with their patients, members, consumers, and partners in a whole new way to drive wellness across the entire health journey. Built on the #1 CRM Salesforce Platform, Health Cloud offers everything Service Cloud does, and much more. With the health consumer relationship always top-of-mind, it connects data from legacy systems like electronic health records (EHR), claims systems, patient service programs, device inventory, and more, providing a 360 view of the patient / member / consumer. Health Cloud equips employees with purpose-built apps, automated industry workflows, and AI-powered customer insights to boost efficiency, collaboration, and growth. And with industry-specific data models and APIs built into one secure and flexible platform, you can deliver new health solutions faster and stay on the forefront of innovation. 
 
Health Cloud is an engagement platform that helps healthcare, public health, and life sciences organizations connect with their patients and members in a whole new way to drive wellness across the entire health journey. It starts by giving everyone the tools they need to engage with patients, members, and health consumers alike. It is a premier patient and member relationship platform that harnesses the power and security of the cloud, as well as social and mobile technologies, to deliver more personalized engagement.  
 
It is a patient relationship platform that streamlines care coordination of patients with the goal of delivering more efficient and effective care by providing a complete view of the patient, smarter patient management, and a connected patient engagement experience. 
 
Rather than trying to manually customize Service Cloud, healthcare, public health, and life sciences organizations can simply implement Health Cloud and accelerate their time-to-value. Health Cloud is designed specifically and tailored for the health industry. It helps employees deliver best-in-class service and support on any channel. And, the best part is, Health Cloud is built on the Salesforce platform. It offers customizable and extensible data models for your provider, payer, pharma, medical device, and public health organization. 

Host: Andy Whiteside
Co-host: Derek Casesse 

WEBVTT

1
00:00:02.540 --> 00:00:15.729
Andy Whiteside: Oh, Ron, welcome to episode 10 of salesforce simplified. I'm your host, Andy Whiteside I've got Derek as he's with us. Derek is our subject matter expert on lots of things. Salesforce. I was talking to someone the other day about about Derek's background, and.

2
00:00:16.207 --> 00:00:27.459
Andy Whiteside: you know, somewhat telling them that he can do everything, and that's course not true. Nobody could do everything but the idea that he has a good base knowledge of a lot of stuff, and then with things like a health cloud

3
00:00:27.727 --> 00:00:31.439
Andy Whiteside: where he spent a lot of time at Salesforce, he can pretty much do everything

4
00:00:31.676 --> 00:00:39.529
Andy Whiteside: that person then turned around, asked me about something that just came out, or it's only been out a few months and said, Well, doesn't like he's an expert. Then I'm like, well, nobody is he? Just they just have.

5
00:00:39.530 --> 00:00:40.130
Derek Cassese: Yeah.

6
00:00:40.380 --> 00:00:46.399
Andy Whiteside: That was simply around data cloud. And you know the the the opportunity there to grow is, you know, for a lot of people.

7
00:00:46.580 --> 00:00:50.079
Andy Whiteside: But let me let me do this integral, commercial, real quick. So

8
00:00:50.440 --> 00:01:03.931
Andy Whiteside: you know, Zintegr has invested in building a salesforce partner, because we believe that there is a massive need for salesforce partners, especially for serving customers that are commercial size and smaller.

9
00:01:04.430 --> 00:01:11.299
Andy Whiteside: there's a lot of partners out there, but you get what they think you should get, which in a lot of cases isn't true partnership

10
00:01:11.330 --> 00:01:18.409
Andy Whiteside: around helping you implement manage, maintain support, salesforce in a way that fits your organization.

11
00:01:18.689 --> 00:01:29.659
Andy Whiteside: We ran into that. So we started a practice. We had Derek sitting, you know, standing by to be able to come in and do this we had the need. So we solved it for ourselves. And now we're applying that to customers that we want to work with.

12
00:01:30.831 --> 00:01:41.049
Andy Whiteside: Derek, you this is a little unique cause. It's not a blog from salesforce which we typically do. This is a kind of a write up that you come up with around health cloud.

13
00:01:41.060 --> 00:01:43.890
Andy Whiteside: Yeah, the you wanted to cover that today.

14
00:01:44.333 --> 00:01:51.640
Andy Whiteside: So I'm gonna let you do most of the driving here. But I'm gonna be, you know, asking you questions along the way, or or responding to questions from you.

15
00:01:51.640 --> 00:01:55.439
Derek Cassese: Yeah. Or I may be asking you questions. So yeah, good stuff.

16
00:01:55.440 --> 00:01:57.280
Andy Whiteside: Topic is, what is health? Cloud.

17
00:01:57.450 --> 00:02:11.843
Derek Cassese: Yeah and the reason. And and so if you go back and listen to some of our other podcasts, you know, we briefly went through a lot of these and then. Now we're kinda zeroing in on some of them. Right? We'll do, you know, probably touch on some other clouds down the road

18
00:02:12.757 --> 00:02:18.319
Derek Cassese: on other podcasts. Because I think it's important to take a step back

19
00:02:18.530 --> 00:02:20.600
Derek Cassese: and understand

20
00:02:20.640 --> 00:02:26.540
Derek Cassese: all the different ways that salesforce the company and salesforce the platform

21
00:02:26.700 --> 00:02:29.100
Derek Cassese: can be used and can be

22
00:02:29.976 --> 00:02:32.059
Derek Cassese: consumed by a customer right

23
00:02:32.210 --> 00:02:35.129
Derek Cassese: outside of the traditional

24
00:02:36.187 --> 00:02:41.610
Derek Cassese: Crm based usage. And I think that one way to really get a

25
00:02:41.910 --> 00:02:53.869
Derek Cassese: a good understanding of how different it can be is when you look at health cloud, so that's where we're gonna start. And I'm gonna start by 1st asking you. Somebody asked you do you know what health cloud is? What would you say.

26
00:02:54.980 --> 00:02:58.540
Andy Whiteside: Well, I don't know. If I'm gonna answer this the right way, I I have a

27
00:02:58.630 --> 00:03:04.559
Andy Whiteside: have a lean towards the idea that it's, you know, a instance of salesforce that's been

28
00:03:04.800 --> 00:03:10.499
Andy Whiteside: customized for healthcare type organizations to be able to

29
00:03:10.520 --> 00:03:13.239
Andy Whiteside: instance. Probably not the word. But it's a built

30
00:03:13.785 --> 00:03:18.740
Andy Whiteside: version of salesforce. That's kind of healthcare centric, but you can then turn around and do whatever you want with it.

31
00:03:19.540 --> 00:03:22.250
Derek Cassese: Yeah, I mean, that's pretty good, right? It's

32
00:03:22.560 --> 00:03:26.649
Derek Cassese: it's exactly what you said. It is a purpose built

33
00:03:27.460 --> 00:03:31.069
Derek Cassese: platform that sits on top of service cloud.

34
00:03:32.760 --> 00:03:42.449
Derek Cassese: for the healthcare and life science industry, right? And so I've got, I'm not gonna do a lot of reading on this. But I do wanna call out some things I think that are important, right? And it's

35
00:03:42.580 --> 00:03:43.430
Derek Cassese: it's

36
00:03:43.950 --> 00:03:50.009
Derek Cassese: the the health consumer relationship being top of mind. What health cloud does is it connects

37
00:03:50.550 --> 00:04:06.919
Derek Cassese: data from legacy systems like Ehrs, your epics, your Cerner urge and Mckessons claim systems patient service programs. Device inventory brings it all into the engagement platform, which is health cloud.

38
00:04:07.560 --> 00:04:11.609
Derek Cassese: And there's very, there's different areas where health cloud

39
00:04:11.660 --> 00:04:14.119
Derek Cassese: can be that engagement platform.

40
00:04:14.340 --> 00:04:15.869
Derek Cassese: right? And so

41
00:04:16.480 --> 00:04:19.960
Derek Cassese: it's it's the interesting thing is that

42
00:04:20.050 --> 00:04:22.220
Derek Cassese: just like any other cloud

43
00:04:22.710 --> 00:04:27.240
Derek Cassese: you could, you could go ahead and buy a license for salesforce platform.

44
00:04:27.280 --> 00:04:28.870
Derek Cassese: and you could build

45
00:04:29.620 --> 00:04:36.239
Derek Cassese: Health Cloud right? You could go and rename objects. You could create processes and automations and everything.

46
00:04:36.280 --> 00:04:51.520
Derek Cassese: And it would take you years to get to this point. That's the whole idea behind what salesforce does. They go out and they model these industries and these best practices and these data models. And so you can start with something that's already pretty much

47
00:04:51.630 --> 00:04:53.290
Derek Cassese: modeling what you do.

48
00:04:53.587 --> 00:05:07.559
Andy Whiteside: Quick question for you. Could you call me like I'm so used to salesforce from a Crm perspective. And you just said it was based on service cloud. Does this make any sense to kind of lay down like a foundation for service cloud, real, quick.

49
00:05:08.230 --> 00:05:15.709
Derek Cassese: Yeah, we can do that. And so Service Cloud, if you you know everybody when you think of Crm, and you hear about salesforce, the traditional

50
00:05:16.010 --> 00:05:24.460
Derek Cassese: thought is, Oh, yeah, sales, right? Salesforce sales cloud, which is your traditional accounts, opportunities.

51
00:05:24.680 --> 00:05:29.080
Derek Cassese: contacts and leads and Crm contact relationship management.

52
00:05:29.410 --> 00:05:31.919
Derek Cassese: Now, service cloud

53
00:05:32.330 --> 00:05:42.830
Derek Cassese: goes in in conjunction with sales cloud, and that is the service aspect of Salesforce, where you've got customers that have a problem, and they may open a case.

54
00:05:42.920 --> 00:05:49.230
Derek Cassese: and you may have a solution to that case, so you may have a knowledge article that's attached to that case.

55
00:05:49.280 --> 00:06:00.420
Derek Cassese: You may have a chat bot on your web page that somebody can go and try to do self service, and they can pull up those knowledge articles that were created

56
00:06:00.760 --> 00:06:10.489
Derek Cassese: when somebody help another customer. Close a case right? And these cases can be anything that's important. That's pertinent to the business, right? It could be, hey? You know.

57
00:06:10.640 --> 00:06:15.810
Derek Cassese: My you know, my grill stopped working. I need a new part all the way to.

58
00:06:15.890 --> 00:06:23.999
Derek Cassese: you know. I need to understand if you got my payment, that type of stuff. Right? It's just. It's a service. It's a customer to business

59
00:06:24.220 --> 00:06:27.879
Derek Cassese: concept of customer service. Now.

60
00:06:28.010 --> 00:06:30.900
Derek Cassese: there's a lot of characteristics in service.

61
00:06:31.150 --> 00:06:32.060
Derek Cassese: That

62
00:06:32.410 --> 00:06:39.799
Derek Cassese: that model was, was kind of renamed and re-architected for Health Cloud, with a lot of other stuff put on top of it.

63
00:06:40.020 --> 00:06:41.050
Derek Cassese: And

64
00:06:41.430 --> 00:06:59.100
Derek Cassese: you know, if you can see, and I know that the podcast folks can't see but I've got a picture here that shows ser service, cloud, right with cases, collaboration, knowledge. The Omni channel, which is I was talking about with either somebody doing a chat bot. We also can have somebody call in.

65
00:06:59.380 --> 00:07:03.359
Derek Cassese: And now think of this. So I'm sitting here. And I'm looking at Service Cloud. And

66
00:07:03.530 --> 00:07:07.190
Derek Cassese: I'm connected to my call center software.

67
00:07:07.430 --> 00:07:18.869
Derek Cassese: Somebody calls in that number is recognized because it's the number on a contact record. It pops up their name and immediately opens up their contact record before I even answer the phone right?

68
00:07:18.930 --> 00:07:34.439
Derek Cassese: And now I've got all their information. I've got everything that they're doing with us. And so it's not, hey? Who are you? It's hey, Derek, how are you doing? How can I help you. I have a problem with an order. Oh, was it the order you just did yesterday? Cause? I have all that information in my at my fingertips? Right.

69
00:07:35.750 --> 00:07:37.349
Derek Cassese: But on top of that.

70
00:07:37.420 --> 00:07:42.929
Derek Cassese: health cloud does things like a care plan and assessments

71
00:07:43.200 --> 00:07:44.959
Derek Cassese: a health timeline

72
00:07:45.160 --> 00:08:02.630
Derek Cassese: patient like a household mapping, right? Because it's important to understand from a healthcare perspective. Who else is in your house? You know you have a wife, spouse kids, you you have Grant, you know, grandparents to try to understand like, who can help support somebody in a situation where they may need care.

73
00:08:04.350 --> 00:08:10.830
Derek Cassese: Does that make sense like it's the the underlying data model has been adjusted

74
00:08:11.260 --> 00:08:14.670
Derek Cassese: to kind of speak the language of health and life sciences right.

75
00:08:14.670 --> 00:08:18.360
Andy Whiteside: What I love most about. You know that concept is that you're

76
00:08:18.390 --> 00:08:25.539
Andy Whiteside: what do you think for most organizations? 60, 70 there, before you start doing any customization? Or is it higher or lower?

77
00:08:26.590 --> 00:08:46.929
Derek Cassese: Well, it depends. I'm gonna give you that. Traditionally, it depends. I think, that. Yes, you are. I mean, from a healthcare perspective. You've got a lot of the things already thought out. You've got a lot of the MI say, things I'm talking about did the data model right? You've got like the Hl 7 data model. You've got hipaa compliance. You've got a care team, a care team. What's that? It's your doctors

78
00:08:46.980 --> 00:08:55.609
Derek Cassese: right? And you've got the information that you put in there that you would want about a doctor. They have licenses and stuff. All that stuff is there, right? And so to your point.

79
00:08:55.620 --> 00:09:03.160
Derek Cassese: you just start using that tool to do care management to do care coordination, right? And

80
00:09:03.620 --> 00:09:13.200
Derek Cassese: why that's so important is because if you're using the out of the box features. Then every 3 years, 3 times a year, when Salesforce adds something to this.

81
00:09:13.240 --> 00:09:14.399
Derek Cassese: you get to use it.

82
00:09:14.550 --> 00:09:22.620
Derek Cassese: If you roll your own. You're on your own right, because salesforce is not going to augment or enhance any custom solution that you wrote.

83
00:09:23.385 --> 00:09:38.499
Derek Cassese: That's why this is so important is to get to this starting point and it basically, it reduces your time to value. I've been saying that for years and different contexts, right? But if you can reduce your time to value and start seeing benefit of these platforms, that's what it's all about.

84
00:09:38.600 --> 00:09:39.260
Derek Cassese: No.

85
00:09:40.970 --> 00:09:44.820
Derek Cassese: now, there's a couple things that we like to level set here, and

86
00:09:44.890 --> 00:09:55.241
Derek Cassese: you know, when I when I went from Citrix, is interesting like the journey right I was. I was at Citrix that I moved into for a for a small window. I moved into the Isv healthcare team.

87
00:09:55.838 --> 00:10:08.970
Derek Cassese: And I got kind of my, you know, got into the epics and the like. That world. Then I moved into salesforce role in the health of my sciences, division and th. This was kind of my world for, you know, 5 plus years.

88
00:10:09.130 --> 00:10:10.190
Derek Cassese: So

89
00:10:11.300 --> 00:10:21.749
Derek Cassese: d what like? Who do you? I'm just gonna ask you. And I know you're looking at the screen. But when we say health cloud, I talk about patient coordination and patient care. Who do you think the

90
00:10:22.236 --> 00:10:27.860
Derek Cassese: I'm gonna call them? There's would be, or the you know the people involved in a solution like this

91
00:10:28.300 --> 00:10:30.049
Derek Cassese: off the top of your mind.

92
00:10:30.050 --> 00:10:34.760
Andy Whiteside: Well, I mean the 1st people that tend to monitor the front desk people and the people that answer the phone

93
00:10:35.972 --> 00:10:37.419
Andy Whiteside: as far as

94
00:10:37.730 --> 00:10:42.410
Andy Whiteside: you know, interacting. And then I'd immediately go to the physician somewhere along the way, because.

95
00:10:42.500 --> 00:10:45.344
Andy Whiteside: you know, their time time is money and

96
00:10:46.180 --> 00:10:52.130
Andy Whiteside: Of course, their time is extremely valuable, you know, realistically the most valuable in those organizations.

97
00:10:52.390 --> 00:10:55.359
Derek Cassese: Now who would be the actors or people involved in sales? Cloud.

98
00:10:56.720 --> 00:10:59.359
Andy Whiteside: What to what you mean by the actors, the people that use it, or the people.

99
00:10:59.360 --> 00:11:01.460
Derek Cassese: Yeah, people, people using it? Yeah.

100
00:11:01.600 --> 00:11:08.869
Derek Cassese: well, people, people using it, or people that are benefiting from the the platform being used.

101
00:11:08.870 --> 00:11:10.439
Andy Whiteside: Well, I think it's the patience.

102
00:11:10.600 --> 00:11:11.330
Andy Whiteside: Yeah.

103
00:11:11.330 --> 00:11:22.690
Derek Cassese: Well, so in in health. Cloud, right? So there's there's a couple of them, right? So patients are obviously you and me. Then you've got providers right? So you, the providers are hospitals, clinics, doctor offices, etc.

104
00:11:22.970 --> 00:11:24.530
Derek Cassese: You have payers

105
00:11:24.990 --> 00:11:31.110
Derek Cassese: right? The healthcare. So it's the health. It's the organizations like the health Plan providers, Medicare Medicaid.

106
00:11:31.560 --> 00:11:33.260
Derek Cassese: that collect payment.

107
00:11:33.310 --> 00:11:36.960
Derek Cassese: You've got pharma, early drug development.

108
00:11:37.480 --> 00:11:40.380
Derek Cassese: long-term drug development drug trials.

109
00:11:40.560 --> 00:11:49.389
Derek Cassese: right? I mean. So you know, we live right down the road from lab core, right? A big name in the in that type of thing. And you have med device.

110
00:11:49.510 --> 00:11:55.460
Derek Cassese: So anybody, any any business that's basically has a device that's deemed by

111
00:11:55.550 --> 00:11:59.010
Derek Cassese: the, you know. I think it's the the FDA as a medical device.

112
00:11:59.200 --> 00:12:03.169
Derek Cassese: And then you have public health, right? The idea with public health being.

113
00:12:03.460 --> 00:12:07.580
Derek Cassese: it's the science of protecting and improving the health of a community.

114
00:12:07.610 --> 00:12:08.889
Derek Cassese: Right? And so

115
00:12:09.050 --> 00:12:24.119
Derek Cassese: I'm bringing this up because these areas hit on a lot of the solutions that come out of the box with health cloud. Right? You've got your providers, your payers, your farmers. Med Device, public health now recently announced was the Life Sciences cloud.

116
00:12:24.350 --> 00:12:29.780
Derek Cassese: which kind of brings a little bit more focus into the drug development piece of this.

117
00:12:30.100 --> 00:12:36.960
Derek Cassese: But it's a. But these are when we start thinking about, you know, where does this fit? Who's using it? Why are we using it?

118
00:12:36.970 --> 00:12:38.110
Derek Cassese: You know, that's

119
00:12:38.390 --> 00:12:43.260
Derek Cassese: this is the population. These are the entities, and the benefit is the patient

120
00:12:43.590 --> 00:12:44.750
Derek Cassese: at the end of the day.

121
00:12:45.050 --> 00:12:46.169
Derek Cassese: Does that make sense.

122
00:12:46.170 --> 00:12:55.099
Andy Whiteside: Well, it's a logical that it would be the patient. There's lots of people that benefit, but the the the patient ultimately hopefully pays less gets better service, absolutely.

123
00:12:55.530 --> 00:12:56.120
Derek Cassese: Yep.

124
00:12:56.870 --> 00:12:57.940
Derek Cassese: So

125
00:12:58.800 --> 00:13:03.129
Derek Cassese: the next question so the next question I'll ask is like, Why do you think we

126
00:13:03.160 --> 00:13:07.190
Derek Cassese: and I've kind of already alluded to this a little bit. But why would we even need a health cloud?

127
00:13:07.280 --> 00:13:11.700
Derek Cassese: Could we just do this with service, Cloud? Could we just do this with sales cloud.

128
00:13:15.220 --> 00:13:16.440
Derek Cassese: what are your thoughts?

129
00:13:17.087 --> 00:13:21.689
Andy Whiteside: It wouldn't be tweaked enough. It wouldn't make. It wouldn't make enough of a head start.

130
00:13:22.040 --> 00:13:23.429
Andy Whiteside: I guess anybody could

131
00:13:23.490 --> 00:13:25.560
Andy Whiteside: customize it to the point where it did it. But

132
00:13:25.710 --> 00:13:28.659
Andy Whiteside: why do you want to take on that ownership of that piece?

133
00:13:29.130 --> 00:13:29.750
Derek Cassese: Yep.

134
00:13:29.940 --> 00:13:32.870
Andy Whiteside: In the in the short term? No, and in the long term no.

135
00:13:33.320 --> 00:13:33.920
Derek Cassese: Yeah.

136
00:13:34.790 --> 00:13:41.579
Derek Cassese: And I thought this was interesting, you know, in in some of the things I was reading, you know, it was mentioning about how

137
00:13:42.120 --> 00:13:54.009
Derek Cassese: you know how much is involved in the life sciences, industries. Right? Something said, 4 trillion dollars alone, and the shared goal of improving the quality of patient care and health outcomes.

138
00:13:54.240 --> 00:13:57.620
Derek Cassese: And that's a big thing, right? Outcome, focused.

139
00:13:57.680 --> 00:13:59.920
Derek Cassese: And so in order to do that.

140
00:14:00.330 --> 00:14:13.009
Derek Cassese: you have to, you have to start bringing things together. Right? You have to move past disconnected, siloed, not connected systems, and have a a platform of engagement. Right? And that's

141
00:14:13.240 --> 00:14:17.770
Derek Cassese: you know, when you think of Health Cloud, that this is an engagement platform

142
00:14:18.190 --> 00:14:20.589
Derek Cassese: for the people that we just talked about.

143
00:14:20.720 --> 00:14:28.780
Derek Cassese: Right? So it could be insurance. It could be a doctor could be. It could be somebody taking care of like home, home health care things like that.

144
00:14:29.330 --> 00:14:31.350
Derek Cassese: Okay? And

145
00:14:31.470 --> 00:14:39.020
Derek Cassese: like, I said, there are. There are built-in data models that come out of it. We talked about the household data model. There's clinical insurance

146
00:14:40.490 --> 00:14:46.900
Derek Cassese: social determinants, providers. And you know, another thing like utilization management. So

147
00:14:47.090 --> 00:14:50.760
Derek Cassese: the the point I'm trying to drive home here is that

148
00:14:51.990 --> 00:14:56.790
Derek Cassese: there is a solution almost in every aspect of healthcare.

149
00:14:57.270 --> 00:15:00.359
Derek Cassese: Now there's gaps. Don't get me wrong, right? There are gaps.

150
00:15:00.430 --> 00:15:07.170
Derek Cassese: And there was a significant gap while I worked at Hls, because there was there was no life sciences, cloud, which there is now

151
00:15:07.190 --> 00:15:12.781
Derek Cassese: right? So they're closing some of these gaps, especially around early drug development and drug testing. And

152
00:15:13.160 --> 00:15:14.640
Derek Cassese: you know, the the

153
00:15:14.890 --> 00:15:42.189
Derek Cassese: the cell therapy is a huge one. I mean, there are so many moving pieces in cell therapy. I don't know if you've ever looked into that. You know where you know the plasma gets taken out, it gets delivered. They actually put stuff, they, they add antibodies to the plasma, and I'm probably, you know, not doing this justice. But then it comes back to the patient. They put it back in to try to save a patient that's like usually the last draw for a patient that is like some

154
00:15:42.250 --> 00:15:43.680
Derek Cassese: massive

155
00:15:43.840 --> 00:15:49.010
Derek Cassese: life-saving technology. And so all that stuff has to be tracked.

156
00:15:49.140 --> 00:15:57.029
Derek Cassese: And it can all be tracked within this platform, based on the setup and the and the the data model. That's it. That's present, right?

157
00:15:58.000 --> 00:16:03.480
Derek Cassese: It's it's a it's it's. And so you see, I haven't mentioned a single thing about an opportunity.

158
00:16:03.500 --> 00:16:06.480
Derek Cassese: I didn't talk about a lead. I didn't talk about an account

159
00:16:06.490 --> 00:16:09.039
Derek Cassese: at all right. Has nothing to do with that.

160
00:16:09.310 --> 00:16:18.359
Derek Cassese: A and that, and what I'm hoping people listening to this are doing like the I'm always like Oh, damn you know, I didn't even think about that, you know, salesforce. I mean, it's not just

161
00:16:18.580 --> 00:16:23.309
Derek Cassese: the way that I think about it, it's so much more, and it can be so much more right.

162
00:16:25.330 --> 00:16:28.749
Derek Cassese: So the other thing that I thought was interesting was

163
00:16:29.080 --> 00:16:37.689
Derek Cassese: engaging. So I think, and I don't know. Let me ask you this, so has your expectation of healthcare changed in the past

164
00:16:38.110 --> 00:16:39.280
Derek Cassese: 2 to 3 years.

165
00:16:40.780 --> 00:16:46.599
Andy Whiteside: Yeah, I mean 100%. I expect them to know more about me for me not to have to tell them everything.

166
00:16:46.610 --> 00:16:51.990
Andy Whiteside: It doesn't seem like I, you know, like the old days, if, like, you were starting over every single time you went somewhere

167
00:16:52.615 --> 00:16:57.509
Andy Whiteside: now, it seems like they know a lot more about you, and that the the experience is

168
00:16:57.560 --> 00:17:01.069
Andy Whiteside: better. And you kind of come to expect that at at a minimum.

169
00:17:01.130 --> 00:17:05.899
Andy Whiteside: a digital experience. When you walk in, you're not filling out 5 paper forms anymore.

170
00:17:06.130 --> 00:17:08.990
Derek Cassese: Yeah, that you've already filled out right at some other place.

171
00:17:09.339 --> 00:17:10.530
Derek Cassese: But the.

172
00:17:10.530 --> 00:17:20.919
Andy Whiteside: Obviously, that's the same general organization. Like, you know, you're going to healthcare System X, you go to a different specialist in a healthcare system you. You hope they know a little bit about you.

173
00:17:20.920 --> 00:17:27.099
Derek Cassese: Right. That's an ex to me. That's table stakes right now. I and I honestly think that we're also dealing with

174
00:17:27.480 --> 00:17:29.950
Derek Cassese: significantly more educated patients

175
00:17:29.960 --> 00:17:37.140
Derek Cassese: like, you know, it's not the. It's not the black box, and maybe I'm wrong. But for me, it's not the black box mentality anymore, you know, like

176
00:17:37.376 --> 00:17:50.990
Derek Cassese: being aware of your healthcare and being aware of your options and your choices and the different solutions. And it's not just. I'm going to the doctor, and it's a black box on what they're gonna do to me, and I don't even know what things cost. I just know what the bill is. I think those days are gone.

177
00:17:50.990 --> 00:17:51.720
Andy Whiteside: And it'll.

178
00:17:51.720 --> 00:17:56.239
Derek Cassese: To to provide that level of quote unquote service

179
00:17:56.530 --> 00:17:59.939
Derek Cassese: to a patient. You have to have a solution like this.

180
00:18:00.546 --> 00:18:01.759
Andy Whiteside: Right, don't.

181
00:18:02.850 --> 00:18:08.030
Andy Whiteside: But, Derek, how many? What do you think? The percentages are? People that do have this type of solution.

182
00:18:08.560 --> 00:18:14.479
Derek Cassese: I think I don't. I wouldn't be able to put a percentage on it. But the ones that are competing, the big ones like your large

183
00:18:14.610 --> 00:18:27.009
Derek Cassese: health organizations have to have a solution like this. They have, you know, most people have done like a my chart thing before. And obviously you're you've been inputted into an epic system. If you've visited a doctor at some point.

184
00:18:27.936 --> 00:18:29.430
Derek Cassese: That that

185
00:18:29.600 --> 00:18:39.210
Derek Cassese: the point like is is that if you like, you just said that you feel like they know more about you, and you feel like it's easier and stuff. And if you're experiencing that, that's the goal.

186
00:18:39.220 --> 00:18:42.159
Derek Cassese: So if you've gone somewhere and not experienced that.

187
00:18:42.500 --> 00:18:59.950
Derek Cassese: then they're not using something like this. That's the problem, right? And so if they're using a system, or if they're, you know, if they're consolidating, and they're starting to understand how to reach out and how to tailor your healthcare to the best that they can for you

188
00:19:00.160 --> 00:19:08.879
Derek Cassese: and I. What I mean by that is, somebody could have a symptom of something, and there could be a medical trial coming up would be great if they knew that and sent you an email about it.

189
00:19:09.020 --> 00:19:21.379
Derek Cassese: right? And maybe maybe people don't even know what a trial is like. How do you even get involved in a medical trial. And what does it mean? And then what happens if you stop in the middle of it? Things like that right? And so you have to be able to.

190
00:19:21.640 --> 00:19:23.900
Derek Cassese: You have to create a

191
00:19:23.950 --> 00:19:33.100
Derek Cassese: relationship. And when I say you, it's the healthcare organizations. It's the payer. The providers have to build a relationship with the end customer, the patient right.

192
00:19:33.600 --> 00:19:38.959
Derek Cassese: Matt, and and the way with siloed and separate systems and stuff. It's just

193
00:19:39.080 --> 00:19:40.749
Derek Cassese: it's not possible.

194
00:19:40.820 --> 00:19:42.978
Derek Cassese: definitely not possible right now.

195
00:19:44.550 --> 00:19:45.610
Derek Cassese: so

196
00:19:47.260 --> 00:19:48.960
Derek Cassese: interestingly enough.

197
00:19:49.370 --> 00:19:51.460
Derek Cassese: But you know, there's a lot of

198
00:19:51.740 --> 00:19:56.890
Derek Cassese: within the payer, provider, pharmaceutical Med Tech. There are a lot of like sub use cases.

199
00:19:56.950 --> 00:19:58.100
Derek Cassese: And

200
00:19:59.490 --> 00:20:03.509
Derek Cassese: you know, the one that really kind of jumps out at me is.

201
00:20:03.950 --> 00:20:09.340
Derek Cassese: you know, is insurance. Everybody understands like, okay, so what happens if

202
00:20:09.770 --> 00:20:15.240
Derek Cassese: I call into a call center or a hospital or a doctor Clinic.

203
00:20:16.090 --> 00:20:17.590
Derek Cassese: my name pops up

204
00:20:18.160 --> 00:20:19.350
Derek Cassese: and

205
00:20:20.340 --> 00:20:23.240
Derek Cassese: I just got new insurance. What? So

206
00:20:23.280 --> 00:20:26.860
Derek Cassese: they should be able to like. Get that insurance from you right then.

207
00:20:27.110 --> 00:20:30.029
Derek Cassese: and possibly see what you're qualified for.

208
00:20:30.320 --> 00:20:36.849
Derek Cassese: right so that they can actually take action while they're communicating with you. Not this. Okay? Well, we'll get back to you in 4 days.

209
00:20:37.090 --> 00:20:38.350
Derek Cassese: right? And so

210
00:20:39.250 --> 00:20:52.510
Derek Cassese: the the way that the ability to have all those things connected integrations with the payer, proprietors, integrations with the insurance companies, the ability to validate an insurance card and validate coverage

211
00:20:52.660 --> 00:20:56.849
Derek Cassese: is extremely important, right, because at the point of service.

212
00:20:57.350 --> 00:20:59.430
Derek Cassese: That's it's a big, it's a big

213
00:20:59.570 --> 00:21:01.340
Derek Cassese: concept. Does that make sense.

214
00:21:01.900 --> 00:21:04.250
Andy Whiteside: Yeah, it does. And I mean, they're

215
00:21:04.620 --> 00:21:07.670
Andy Whiteside: we're still getting physical insurance cards.

216
00:21:08.400 --> 00:21:13.029
Andy Whiteside: I guess there's got to be at least some insurance company out there that's doing some type of digital

217
00:21:13.490 --> 00:21:15.000
Andy Whiteside: insurance card. It's.

218
00:21:15.200 --> 00:21:15.630
Derek Cassese: Yeah.

219
00:21:15.630 --> 00:21:18.000
Andy Whiteside: And populates these types of systems.

220
00:21:18.410 --> 00:21:27.859
Derek Cassese: Yeah, I mean, and I, you know, I get the physical one. And then I just put it on my phone, you know, like some of them can get sucked into the apple wallet, or it can get sucked into other things like.

221
00:21:28.010 --> 00:21:39.219
Derek Cassese: so there are, you know, there are other solutions outside of Health Cloud. They're doing similar digitization stuff. But it's it's it's the same concept that we talk about in sales

222
00:21:39.490 --> 00:21:41.579
Derek Cassese: like the the point of

223
00:21:42.420 --> 00:21:48.430
Derek Cassese: the 360 platform right? This is to have a an end to end view of a customer.

224
00:21:48.760 --> 00:21:52.930
Derek Cassese: So you know every touch point the customer's had with with you

225
00:21:53.230 --> 00:22:01.639
Derek Cassese: and and and I'm talking about everything from the minute you. You put them in your system to every email phone call meeting, conversation

226
00:22:02.457 --> 00:22:07.879
Derek Cassese: customer service case, return, issue, complaint all the way. Right? You know everything.

227
00:22:08.268 --> 00:22:18.589
Derek Cassese: It's the same thing with health cloud from the patient perspective. All the touch points. Now that get that gets us to the the question that's usually brought up. Well, is it trying to replace like the epic? It's not

228
00:22:18.850 --> 00:22:20.409
Derek Cassese: right. And this is a big

229
00:22:20.730 --> 00:22:31.130
Derek Cassese: different. This is a big, important piece to understand is that it's augmenting the Ehrs. They're never going to go away. Ehrs are for your your

230
00:22:31.310 --> 00:22:42.079
Derek Cassese: in clinic visits, right, your diagnosis, your appointments. What this does? It sits on top of that. It can surface that information and bring everything together

231
00:22:42.520 --> 00:22:45.260
Derek Cassese: right. It's the engagement platform. I keep saying that.

232
00:22:47.290 --> 00:22:50.720
Derek Cassese: it's hipaa certified that gets brought up a lot. It is that's

233
00:22:50.850 --> 00:22:53.200
Derek Cassese: readily available. If you go to the website.

234
00:22:54.790 --> 00:22:57.409
Derek Cassese: And again, like, there's they've got a lot of this

235
00:22:57.760 --> 00:23:09.419
Derek Cassese: compliancy that needs to be addressed when you're talking about healthcare. Right? You got your Hl. 7 fire. That's the stuff I was working on. Right at the last point of the things I was working on at Salesforce was

236
00:23:09.900 --> 00:23:13.289
Derek Cassese: a direct integration from epic directly into health cloud.

237
00:23:13.540 --> 00:23:14.500
Derek Cassese: So

238
00:23:14.940 --> 00:23:17.880
Derek Cassese: I went onto a patient record and

239
00:23:18.210 --> 00:23:21.220
Derek Cassese: actually searched it. So what would it look like?

240
00:23:21.280 --> 00:23:22.510
Derek Cassese: Looks like this?

241
00:23:23.330 --> 00:23:24.700
Derek Cassese: Right? And so

242
00:23:24.890 --> 00:23:30.829
Derek Cassese: if I go, and this is Health Cloud and Andy is looking at it right now cause we share our screens.

243
00:23:31.130 --> 00:23:35.150
Derek Cassese: But I want you to. I want to get your thoughts as we look at this right? So

244
00:23:36.740 --> 00:23:40.040
Derek Cassese: what I'm showing here is that I can come in here and

245
00:23:40.240 --> 00:23:48.020
Derek Cassese: search for a 1st name, last name, date of birth, and hit. Next the integration to go out and search epic and find me.

246
00:23:48.100 --> 00:23:54.180
Derek Cassese: Bring me in. And now I've actually connected 2 systems. And this the Me. The

247
00:23:54.290 --> 00:23:58.480
Derek Cassese: person engaging with me has all that information at their fingertips.

248
00:23:59.000 --> 00:23:59.940
Derek Cassese: Yeah, right?

249
00:24:01.320 --> 00:24:06.199
Andy Whiteside: So I I'm what I'm what I knew going into this, but something you said, well, good made it

250
00:24:06.590 --> 00:24:11.840
Andy Whiteside: made it make sense so soon you start talking about the electronic medical records piece. This is the this is the

251
00:24:11.900 --> 00:24:14.610
Andy Whiteside: customer. Insert word patient.

252
00:24:14.720 --> 00:24:16.930
Andy Whiteside: or let's call it customer, patient

253
00:24:16.960 --> 00:24:19.230
Andy Whiteside: relationship management piece

254
00:24:19.630 --> 00:24:24.040
Andy Whiteside: that now, what you're showing here integrates with your electronic medical records

255
00:24:24.060 --> 00:24:29.459
Andy Whiteside: and takes, you know that electronic medical record PE piece and makes it more

256
00:24:30.000 --> 00:24:31.849
Andy Whiteside: customer touching friendly.

257
00:24:32.630 --> 00:24:36.420
Derek Cassese: Yeah, and like. And so if we go look at care, coordination.

258
00:24:37.115 --> 00:24:43.739
Derek Cassese: and so what we're looking at here is a today screen. So think of me. I'm a care coordinator right now. So I'm taking care of individuals.

259
00:24:43.760 --> 00:24:50.100
Derek Cassese: And so you can see we're using analytics like we would be from a sales perspective, but has nothing to do with sales has to do with people

260
00:24:50.220 --> 00:24:55.650
Derek Cassese: and their lives and their health and their score and their clinical right. And

261
00:24:55.870 --> 00:25:09.139
Derek Cassese: I can actually see, you know, do I have any patience here? This is what it would look like if somebody called in right. I click, accept, and what it's actually doing, is it? It showed me. And right behind the screen it pops me to Charles Green.

262
00:25:09.530 --> 00:25:25.450
Derek Cassese: So what you just saw it for everybody is that a phone call came in and it brought me contextually to the person that called. And now I have information. I can see all the immunization, all the allergies, all the health conditions, all right here on one screen.

263
00:25:25.620 --> 00:25:31.330
Derek Cassese: And and so that's the key. And the integration piece is important because

264
00:25:31.560 --> 00:25:36.189
Derek Cassese: you like. This is a highly regulated for obvious reasons.

265
00:25:36.673 --> 00:25:46.290
Derek Cassese: area to work in. And you know, so you have to have this stuff and that. This is why, I'm saying, you know, if somebody wants to go do this on their own. Okay? Well, now, you've got to go and get certified

266
00:25:46.410 --> 00:25:53.381
Derek Cassese: right? You've gotta go get hipaa certified. You gotta get the fire. You've gotta go do fed ramp. You gotta do all this other stuff right.

267
00:25:53.650 --> 00:25:56.180
Andy Whiteside: And here this is essentially air gapping.

268
00:25:56.220 --> 00:26:01.539
Andy Whiteside: You know what that does, what that particular person needs to be able to see versus.

269
00:26:01.710 --> 00:26:14.249
Andy Whiteside: you know, having access to the complete electronic medical record or some subset that's hopefully been secured from you. This allows you to see that user piece. That's, you know, important for this

270
00:26:14.420 --> 00:26:29.320
Andy Whiteside: role. But you're not actually accessing the system of record for some of that more important stuff, some of that more stuff that's specific to the end user that the patient that maybe you're not supposed to have access to.

271
00:26:31.330 --> 00:26:33.040
Derek Cassese: yeah, absolutely.

272
00:26:33.260 --> 00:26:34.480
Derek Cassese: And so

273
00:26:34.670 --> 00:26:36.240
Derek Cassese: like, if you think about it.

274
00:26:37.590 --> 00:26:43.049
Derek Cassese: So this is like, we're having a conversation about salesforce. We're having a conversation about health cloud.

275
00:26:43.220 --> 00:26:44.530
Derek Cassese: which is

276
00:26:45.070 --> 00:26:47.670
Derek Cassese: built on top of the service cloud

277
00:26:48.050 --> 00:26:49.170
Derek Cassese: foundation

278
00:26:49.500 --> 00:26:51.520
Derek Cassese: and totally

279
00:26:51.940 --> 00:26:53.750
Derek Cassese: focuses on

280
00:26:54.100 --> 00:26:58.719
Derek Cassese: patient and healthcare and health outcomes right and and basically

281
00:26:59.120 --> 00:27:04.019
Derek Cassese: has nothing to do with the sales aspect of what everybody typically thinks salesforce does.

282
00:27:04.865 --> 00:27:09.209
Derek Cassese: And what I'm what I what I'm trying to do is paint this picture so drastically different.

283
00:27:09.250 --> 00:27:26.579
Derek Cassese: That be that that it's understood that Whoa now cause you could have, we could have a conversation just like this about manufacturing about building cars where we're looking at available pieces of, you know, available car parts. We have the same conversation about financial services where we're talking about

284
00:27:26.680 --> 00:27:29.930
Derek Cassese: accounts right and insurance and things like that.

285
00:27:30.800 --> 00:27:35.229
Derek Cassese: We have the same conversation about Higher Ed, where we're talking about students and classes

286
00:27:35.250 --> 00:27:36.660
Derek Cassese: instead of patience.

287
00:27:37.160 --> 00:27:45.040
Derek Cassese: and that. And that's the point right? But you know, health Cloud, in my opinion, is one of the one of the solutions that's

288
00:27:45.440 --> 00:27:46.285
Derek Cassese: typically

289
00:27:48.230 --> 00:27:51.990
Derek Cassese: It's not known as as much outside of

290
00:27:52.290 --> 00:27:56.679
Derek Cassese: you know the the people that have been in the H. The health and life sciences areas. Much right? So if you're.

291
00:27:57.155 --> 00:28:02.860
Andy Whiteside: We're struggling internally just to get our people to understand that salesforce and healthcare is very applicable.

292
00:28:03.090 --> 00:28:05.630
Andy Whiteside: You know you're you're coming from a world where

293
00:28:06.080 --> 00:28:07.869
Andy Whiteside: it was mainstream

294
00:28:07.880 --> 00:28:09.770
Andy Whiteside: because you were touching those customers.

295
00:28:10.290 --> 00:28:12.290
Andy Whiteside: Our customers.

296
00:28:12.770 --> 00:28:19.089
Andy Whiteside: maybe, have not even been exposed to this customer centric type of platform, patient centric.

297
00:28:19.490 --> 00:28:27.590
Derek Cassese: And we have, I mean, so we've done business with a lot of healthcare customers. It's integral, right and a lot of them. And and so the conversation isn't, hey? Are using salesforce

298
00:28:27.790 --> 00:28:31.340
Derek Cassese: from the concept of of opportunities, counts, contacts, and leads.

299
00:28:31.655 --> 00:28:44.160
Derek Cassese: It's you know. What are you doing for your engagement platform. What do you guys do like? What makes what is? What are your goals? How are you guys competing out there with the? You know, the large, huge conglomerates that are providing health, you know, for people, and

300
00:28:44.360 --> 00:28:47.999
Derek Cassese: this, more than likely, is a piece of it somewhere, right.

301
00:28:49.550 --> 00:28:54.079
Andy Whiteside: Well, they at least need to have exposure to it, which is what we're doing here. And then over time.

302
00:28:54.340 --> 00:28:55.570
Andy Whiteside: if they're going to compete.

303
00:28:55.650 --> 00:28:58.969
Andy Whiteside: They're gonna need this. It's just a matter of when it makes sense for their organization.

304
00:28:59.480 --> 00:29:01.229
Derek Cassese: Yep, yeah. And

305
00:29:02.100 --> 00:29:09.220
Derek Cassese: you know, for anybody listening that's interested in more information about health cloud. What I recommend is obviously go to trailhead. You can

306
00:29:09.580 --> 00:29:19.050
Derek Cassese: take a bunch of trails and see the different solutions for it. You can actually get a demo org that has some of this set up so you can see it. Live

307
00:29:19.360 --> 00:29:26.320
Derek Cassese: and play with it and touch it, and then obviously there, you'll be a whole bunch of this stuff at dreamforce coming up in a couple of months. So

308
00:29:26.450 --> 00:29:33.309
Derek Cassese: it's it's, you know, to me, this is what makes this platform so amazing is that it's

309
00:29:33.580 --> 00:29:34.310
Derek Cassese: like

310
00:29:34.490 --> 00:29:38.919
Derek Cassese: polymorphic right? It doesn't have to just be one thing. It can be whatever it needs to be.

311
00:29:38.920 --> 00:29:39.620
Andy Whiteside: Yeah.

312
00:29:39.620 --> 00:29:41.570
Derek Cassese: And that's what fascinates me so much.

313
00:29:42.690 --> 00:29:45.759
Andy Whiteside: But, Derek, anything else you haven't covered here that you want to.

314
00:29:46.900 --> 00:29:49.690
Derek Cassese: No, I just you know that it's it's tough to get

315
00:29:49.800 --> 00:30:05.389
Derek Cassese: to get in, you know. You don't want to go too deep in this. But I think we cover basically the high level, some of the good pieces of health cloud. Hopefully, somebody, you know, everybody listening, learned a little bit something about health Cloud, and you know maybe you have been through it, and you don't know it. And that's good. If you're having better experiences.

316
00:30:05.560 --> 00:30:10.579
Andy Whiteside: So I think what we do is make sure our you know, our sales team sees this. Here's this because.

317
00:30:10.620 --> 00:30:13.199
Andy Whiteside: you know, like you said, we've got a lot of healthcare customers.

318
00:30:13.950 --> 00:30:20.699
Andy Whiteside: They may already be doing this and need more help, or they may not be doing it yet. But an opportunity to have this conversation with them is.

319
00:30:20.760 --> 00:30:23.050
Andy Whiteside: you know, it just. It makes complete sense.

320
00:30:23.050 --> 00:30:33.099
Derek Cassese: And and they may not, you know they may not know right? I mean so some of the smaller ones may not know that there are solutions like this out there, and that's our job to let them know that there are so.

321
00:30:33.100 --> 00:30:34.710
Andy Whiteside: And we can right size it for them.

322
00:30:34.710 --> 00:30:35.350
Derek Cassese: Yep.

323
00:30:36.020 --> 00:30:37.660
Andy Whiteside: Derek appreciate the time.

324
00:30:37.660 --> 00:30:40.020
Derek Cassese: Yeah, awesome. Alright, thanks, Andy.