Salesforce Simplified: What is Health Cloud

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 

Transcript

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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.

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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

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Andy Whiteside: where he spent a lot of time at Salesforce, he can pretty much do everything

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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.

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Derek Cassese: Yeah.

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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.

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Andy Whiteside: But let me let me do this integral, commercial, real quick. So

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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.

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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

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Andy Whiteside: around helping you implement manage, maintain support, salesforce in a way that fits your organization.

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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.

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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.

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Andy Whiteside: Yeah, the you wanted to cover that today.

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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.

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Derek Cassese: Yeah. Or I may be asking you questions. So yeah, good stuff.

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Andy Whiteside: Topic is, what is health? Cloud.

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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

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Derek Cassese: on other podcasts. Because I think it's important to take a step back

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Derek Cassese: and understand

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Derek Cassese: all the different ways that salesforce the company and salesforce the platform

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Derek Cassese: can be used and can be

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Derek Cassese: consumed by a customer right

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Derek Cassese: outside of the traditional

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Derek Cassese: Crm based usage. And I think that one way to really get a

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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.

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Andy Whiteside: Well, I don't know. If I'm gonna answer this the right way, I I have a

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Andy Whiteside: have a lean towards the idea that it's, you know, a instance of salesforce that's been

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Andy Whiteside: customized for healthcare type organizations to be able to

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Andy Whiteside: instance. Probably not the word. But it's a built

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Andy Whiteside: version of salesforce. That's kind of healthcare centric, but you can then turn around and do whatever you want with it.

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Derek Cassese: Yeah, I mean, that's pretty good, right? It's

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Derek Cassese: it's exactly what you said. It is a purpose built

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Derek Cassese: platform that sits on top of service cloud.

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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

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Derek Cassese: it's

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Derek Cassese: the the health consumer relationship being top of mind. What health cloud does is it connects

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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.

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Derek Cassese: And there's very, there's different areas where health cloud

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Derek Cassese: can be that engagement platform.

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Derek Cassese: right? And so

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Derek Cassese: it's it's the interesting thing is that

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Derek Cassese: just like any other cloud

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Derek Cassese: you could, you could go ahead and buy a license for salesforce platform.

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Derek Cassese: and you could build

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Derek Cassese: Health Cloud right? You could go and rename objects. You could create processes and automations and everything.

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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

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Derek Cassese: modeling what you do.

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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.

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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

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Derek Cassese: thought is, Oh, yeah, sales, right? Salesforce sales cloud, which is your traditional accounts, opportunities.

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Derek Cassese: contacts and leads and Crm contact relationship management.

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Derek Cassese: Now, service cloud

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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.

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Derek Cassese: and you may have a solution to that case, so you may have a knowledge article that's attached to that case.

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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

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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.

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Derek Cassese: My you know, my grill stopped working. I need a new part all the way to.

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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

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Derek Cassese: concept of customer service. Now.

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Derek Cassese: there's a lot of characteristics in service.

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Derek Cassese: That

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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.

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Derek Cassese: And

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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.

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Derek Cassese: And now think of this. So I'm sitting here. And I'm looking at Service Cloud. And

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Derek Cassese: I'm connected to my call center software.

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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?

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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.

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Derek Cassese: But on top of that.

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Derek Cassese: health cloud does things like a care plan and assessments

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Derek Cassese: a health timeline

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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.

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Derek Cassese: Does that make sense like it's the the underlying data model has been adjusted

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Derek Cassese: to kind of speak the language of health and life sciences right.

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Andy Whiteside: What I love most about. You know that concept is that you're

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Andy Whiteside: what do you think for most organizations? 60, 70 there, before you start doing any customization? Or is it higher or lower?

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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

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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.

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Derek Cassese: you just start using that tool to do care management to do care coordination, right? And

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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.

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Derek Cassese: you get to use it.

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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.

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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.

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Derek Cassese: No.

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Derek Cassese: now, there's a couple things that we like to level set here, and

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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.

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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.

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Derek Cassese: So

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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

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Derek Cassese: I'm gonna call them? There's would be, or the you know the people involved in a solution like this

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Derek Cassese: off the top of your mind.

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Andy Whiteside: Well, I mean the 1st people that tend to monitor the front desk people and the people that answer the phone

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Andy Whiteside: as far as

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Andy Whiteside: you know, interacting. And then I'd immediately go to the physician somewhere along the way, because.

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Andy Whiteside: you know, their time time is money and

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Andy Whiteside: Of course, their time is extremely valuable, you know, realistically the most valuable in those organizations.

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Derek Cassese: Now who would be the actors or people involved in sales? Cloud.

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Andy Whiteside: What to what you mean by the actors, the people that use it, or the people.

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Derek Cassese: Yeah, people, people using it? Yeah.

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Derek Cassese: well, people, people using it, or people that are benefiting from the the platform being used.

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Andy Whiteside: Well, I think it's the patience.

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Andy Whiteside: Yeah.

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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.

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Derek Cassese: You have payers

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Derek Cassese: right? The healthcare. So it's the health. It's the organizations like the health Plan providers, Medicare Medicaid.

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Derek Cassese: that collect payment.

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Derek Cassese: You've got pharma, early drug development.

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Derek Cassese: long-term drug development drug trials.

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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.

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Derek Cassese: So anybody, any any business that's basically has a device that's deemed by

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Derek Cassese: the, you know. I think it's the the FDA as a medical device.

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Derek Cassese: And then you have public health, right? The idea with public health being.

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Derek Cassese: it's the science of protecting and improving the health of a community.

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Derek Cassese: Right? And so

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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.

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Derek Cassese: which kind of brings a little bit more focus into the drug development piece of this.

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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?

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Derek Cassese: You know, that's

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Derek Cassese: this is the population. These are the entities, and the benefit is the patient

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Derek Cassese: at the end of the day.

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Derek Cassese: Does that make sense.

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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.

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Derek Cassese: Yep.

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Derek Cassese: So

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Derek Cassese: the next question so the next question I'll ask is like, Why do you think we

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Derek Cassese: and I've kind of already alluded to this a little bit. But why would we even need a health cloud?

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Derek Cassese: Could we just do this with service, Cloud? Could we just do this with sales cloud.

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Derek Cassese: what are your thoughts?

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Andy Whiteside: It wouldn't be tweaked enough. It wouldn't make. It wouldn't make enough of a head start.

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Andy Whiteside: I guess anybody could

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Andy Whiteside: customize it to the point where it did it. But

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Andy Whiteside: why do you want to take on that ownership of that piece?

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Derek Cassese: Yep.

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Andy Whiteside: In the in the short term? No, and in the long term no.

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Derek Cassese: Yeah.

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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

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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.

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Derek Cassese: And that's a big thing, right? Outcome, focused.

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Derek Cassese: And so in order to do that.

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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

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Derek Cassese: you know, when you think of Health Cloud, that this is an engagement platform

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Derek Cassese: for the people that we just talked about.

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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.

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Derek Cassese: Okay? And

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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

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Derek Cassese: social determinants, providers. And you know, another thing like utilization management. So

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Derek Cassese: the the point I'm trying to drive home here is that

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Derek Cassese: there is a solution almost in every aspect of healthcare.

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Derek Cassese: Now there's gaps. Don't get me wrong, right? There are gaps.

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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

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Derek Cassese: right? So they're closing some of these gaps, especially around early drug development and drug testing. And

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Derek Cassese: you know, the the

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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

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Derek Cassese: massive

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Derek Cassese: life-saving technology. And so all that stuff has to be tracked.

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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?

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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.

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Derek Cassese: I didn't talk about a lead. I didn't talk about an account

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Derek Cassese: at all right. Has nothing to do with that.

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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

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Derek Cassese: the way that I think about it, it's so much more, and it can be so much more right.

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Derek Cassese: So the other thing that I thought was interesting was

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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

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Derek Cassese: 2 to 3 years.

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Andy Whiteside: Yeah, I mean 100%. I expect them to know more about me for me not to have to tell them everything.

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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

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Andy Whiteside: now, it seems like they know a lot more about you, and that the the experience is

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Andy Whiteside: better. And you kind of come to expect that at at a minimum.

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Andy Whiteside: a digital experience. When you walk in, you're not filling out 5 paper forms anymore.

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Derek Cassese: Yeah, that you've already filled out right at some other place.

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Derek Cassese: But the.

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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.

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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

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Derek Cassese: significantly more educated patients

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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

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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.

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Andy Whiteside: And it'll.

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Derek Cassese: To to provide that level of quote unquote service

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Derek Cassese: to a patient. You have to have a solution like this.

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Andy Whiteside: Right, don't.

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Andy Whiteside: But, Derek, how many? What do you think? The percentages are? People that do have this type of solution.

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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

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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.

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Derek Cassese: That that

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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.

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Derek Cassese: So if you've gone somewhere and not experienced that.

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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

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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.

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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.

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Derek Cassese: You have to create a

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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.

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Derek Cassese: Matt, and and the way with siloed and separate systems and stuff. It's just

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Derek Cassese: it's not possible.

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Derek Cassese: definitely not possible right now.

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Derek Cassese: so

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Derek Cassese: interestingly enough.

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Derek Cassese: But you know, there's a lot of

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Derek Cassese: within the payer, provider, pharmaceutical Med Tech. There are a lot of like sub use cases.

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Derek Cassese: And

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Derek Cassese: you know, the one that really kind of jumps out at me is.

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Derek Cassese: you know, is insurance. Everybody understands like, okay, so what happens if

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Derek Cassese: I call into a call center or a hospital or a doctor Clinic.

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Derek Cassese: my name pops up

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Derek Cassese: and

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Derek Cassese: I just got new insurance. What? So

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Derek Cassese: they should be able to like. Get that insurance from you right then.

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Derek Cassese: and possibly see what you're qualified for.

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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.

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Derek Cassese: right? And so

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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

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Derek Cassese: is extremely important, right, because at the point of service.

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Derek Cassese: That's it's a big, it's a big

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Derek Cassese: concept. Does that make sense.

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Andy Whiteside: Yeah, it does. And I mean, they're

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Andy Whiteside: we're still getting physical insurance cards.

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Andy Whiteside: I guess there's got to be at least some insurance company out there that's doing some type of digital

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Andy Whiteside: insurance card. It's.

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Derek Cassese: Yeah.

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Andy Whiteside: And populates these types of systems.

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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.

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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

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Derek Cassese: like the the point of

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Derek Cassese: the 360 platform right? This is to have a an end to end view of a customer.

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Derek Cassese: So you know every touch point the customer's had with with you

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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

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Derek Cassese: customer service case, return, issue, complaint all the way. Right? You know everything.

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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

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Derek Cassese: right. And this is a big

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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

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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

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Derek Cassese: right. It's the engagement platform. I keep saying that.

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Derek Cassese: it's hipaa certified that gets brought up a lot. It is that's

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Derek Cassese: readily available. If you go to the website.

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Derek Cassese: And again, like, there's they've got a lot of this

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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

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Derek Cassese: a direct integration from epic directly into health cloud.

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Derek Cassese: So

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Derek Cassese: I went onto a patient record and

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Derek Cassese: actually searched it. So what would it look like?

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Derek Cassese: Looks like this?

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Derek Cassese: Right? And so

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Derek Cassese: if I go, and this is Health Cloud and Andy is looking at it right now cause we share our screens.

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Derek Cassese: But I want you to. I want to get your thoughts as we look at this right? So

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Derek Cassese: what I'm showing here is that I can come in here and

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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.

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Derek Cassese: Bring me in. And now I've actually connected 2 systems. And this the Me. The

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Derek Cassese: person engaging with me has all that information at their fingertips.

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Derek Cassese: Yeah, right?

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Andy Whiteside: So I I'm what I'm what I knew going into this, but something you said, well, good made it

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Andy Whiteside: made it make sense so soon you start talking about the electronic medical records piece. This is the this is the

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Andy Whiteside: customer. Insert word patient.

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Andy Whiteside: or let's call it customer, patient

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Andy Whiteside: relationship management piece

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Andy Whiteside: that now, what you're showing here integrates with your electronic medical records

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Andy Whiteside: and takes, you know that electronic medical record PE piece and makes it more

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Andy Whiteside: customer touching friendly.

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Derek Cassese: Yeah, and like. And so if we go look at care, coordination.

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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.

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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

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Derek Cassese: and their lives and their health and their score and their clinical right. And

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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.

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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.

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Derek Cassese: And and so that's the key. And the integration piece is important because

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Derek Cassese: you like. This is a highly regulated for obvious reasons.

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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

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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.

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Andy Whiteside: And here this is essentially air gapping.

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Andy Whiteside: You know what that does, what that particular person needs to be able to see versus.

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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

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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.

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Derek Cassese: yeah, absolutely.

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Derek Cassese: And so

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Derek Cassese: like, if you think about it.

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Derek Cassese: So this is like, we're having a conversation about salesforce. We're having a conversation about health cloud.

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Derek Cassese: which is

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Derek Cassese: built on top of the service cloud

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Derek Cassese: foundation

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Derek Cassese: and totally

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Derek Cassese: focuses on

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Derek Cassese: patient and healthcare and health outcomes right and and basically

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Derek Cassese: has nothing to do with the sales aspect of what everybody typically thinks salesforce does.

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Derek Cassese: And what I'm what I what I'm trying to do is paint this picture so drastically different.

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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

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Derek Cassese: accounts right and insurance and things like that.

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Derek Cassese: We have the same conversation about Higher Ed, where we're talking about students and classes

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Derek Cassese: instead of patience.

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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

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Derek Cassese: typically

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Derek Cassese: It's not known as as much outside of

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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.

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Andy Whiteside: We're struggling internally just to get our people to understand that salesforce and healthcare is very applicable.

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Andy Whiteside: You know you're you're coming from a world where

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Andy Whiteside: it was mainstream

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Andy Whiteside: because you were touching those customers.

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Andy Whiteside: Our customers.

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Andy Whiteside: maybe, have not even been exposed to this customer centric type of platform, patient centric.

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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

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Derek Cassese: from the concept of of opportunities, counts, contacts, and leads.

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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

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Derek Cassese: this, more than likely, is a piece of it somewhere, right.

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Andy Whiteside: Well, they at least need to have exposure to it, which is what we're doing here. And then over time.

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Andy Whiteside: if they're going to compete.

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Andy Whiteside: They're gonna need this. It's just a matter of when it makes sense for their organization.

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Derek Cassese: Yep, yeah. And

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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

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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

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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

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Derek Cassese: it's it's, you know, to me, this is what makes this platform so amazing is that it's

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Derek Cassese: like

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Derek Cassese: polymorphic right? It doesn't have to just be one thing. It can be whatever it needs to be.

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Andy Whiteside: Yeah.

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Derek Cassese: And that's what fascinates me so much.

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Andy Whiteside: But, Derek, anything else you haven't covered here that you want to.

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Derek Cassese: No, I just you know that it's it's tough to get

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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.

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Andy Whiteside: So I think what we do is make sure our you know, our sales team sees this. Here's this because.

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Andy Whiteside: you know, like you said, we've got a lot of healthcare customers.

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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.

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Andy Whiteside: you know, it just. It makes complete sense.

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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.

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Andy Whiteside: And we can right size it for them.

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Derek Cassese: Yep.

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Andy Whiteside: Derek appreciate the time.

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Derek Cassese: Yeah, awesome. Alright, thanks, Andy.