Success Story Emory Healthcare

Emory Healthcare

Emory Healthcare was using an older version of a Salesforce Healthcare app, and needed to unlock the power of Salesforce Clouds. In just ten weeks, Coastal Cloud migrated 75 million records and in 17 weeks, they implemented Health Cloud, Marketing Cloud, CRM Analytics, and Dataroma.

CLIENT NAME

Emory Healthcare

INDUSTRY

Healthcare & Life Sciences

PROJECT LENGTH

5-7 Months

TEAM SIZE

TECHNOLOGIES

As the only health network in Georgia that brings together a full range of hospitals, clinics, and local practices, Emory Healthcare is committed to providing patients and families with better, more collaborative care for all of their medical needs.

Why Now

Emory was being forced to migrate to a different platform that was not Salesforce. This meant that Coastal Cloud had to launch the solution before the end of their contract with their previous partner.

The Project

Challenge

For Emory Healthcare, contact information (physicians, consumers, and leads) were segmented from engagement tools. These processes were managed and stored in disparate systems, leading to duplications and inaccuracies. The Emory Healthcare Team needed to unlock the full native capabilities of Salesforce Health Cloud and Marketing Cloud all while migrating away from legacy platforms. For this, mapping and migration required expert knowledge of Health Cloud and deep experience in data migration and architecture. In addition, following migration efforts, Emory Healthcare desired to see immediate ROI and actionable insights in Datorama and CRM Analytics.

Solution

Coastal Cloud used their deep experience in Salesforce Health Cloud and their proven rapid data migration ISV applications to map, clean, and migrate all of Emory Healthcare's data. After populating Salesforce Health Cloud and directly integrating the organization’s EMR and other external data systems, analytics were launched in Datorama and CRM Analytics to visualize trends and take action. Emory Healthcare relaunched effective legacy email marketing and webform campaigns and created new journeys for newly discovered targeted, high-ROI segments. Finally, contribution Margin metrics were tracked in each service line, ensuring a full-ROI picture for leadership analysis and strategic action.

Results

Now, Emory Healthcare has consolidated platforms, providing a single source of data to drive marketing outreach and analytics. In ten weeks, Coastal Cloud migrated 75 million records. In 17 weeks, Coastal Cloud implemented Health Cloud, Marketing Cloud, CRM Analytics, and Datorama. Over 125+ marketing webforms were created and submissions are instantly matched with consumer records in Salesforce, painting a full picture of the patient. Webform submissions are categorized by service line to calculate marketing ROI, allowing business leaders to make informed decsions. Emory Healthcare has already been able to realize their goals for ROI by Campaign in actual revenue by patient and procedure, running their 1st Annual Wellness Campaign and driving 810 new appointments!

The Moment of Trust

The Moment of Trust between Emory Healthcare and Coastal Cloud occurred very early on - at the RFP readout. A call originally scheduled for an hour and a half, ended up being two hours due to the conversation that occurred. On the call, Coastal Cloud's very own CTO (who is a former CTO of a hospital) was able to dig into Emory's systems, actually showing the key stakeholders the unique possibilities due to his level of expertise in the industry. By diving into the solution, instead of talking about it, the CTO was able to demonstrate Coastal Cloud's competence with the solution. Rather than a demo-type presentation, the call was a strategic conversation which allowed Emory to trust Coastal Cloud before any official documents were signed. From the get-go, Coastal Cloud had Emory's trust in the massive project that was to follow.

The Red Moment

The "Red Moment" in this project occurred half way through the timeline. Both parties were showing discrepancies with the hours burned and the hours that remained. Coastal Cloud diligently dug deep into the details - keeping limited budgets in mind. The full audit was successful, identifying that the project was in fact on track and the project was able to continue under budget. Both parties maintained a strong relationship throughout the entirety of the audit, and still remains strong today.

The ROI Moment

The ROI Moment occurred when Jenni Ellia, a Business Intelligence Architect, built a Marketing Impact Dashboard and presented it to Emory. The team was ecstatic. They couldn't believe the insights the dashboard provided and the possibilities that came with it. From there on out, the Marketing Team could make informed, data-driven decisions and adjust their tactics surrounding campaigns due to these insights. They could see in real time the efforts which were successful and the efforts that needed work, saving them valuable budget. It was then that Emory fully realized the value of Coastal Cloud's work.

"Coastal Cloud has been phenomenal on a big project with a tight turnaround. Their project management processes and discipline are stellar, and they quickly grasped our requirements and goals to help us design and build our solution. Highly recommend this group.”

Denise Davis, Director, Marketing Technology & Operations

TEAM

Anthony Campea

Director

Matthew Delello

Senior Solution Architect

Yogi Deshmukh

Technical Architect

Cristina Rodriguez

Project Manager

Paul Proffit

Senior Solution Architect

Story By Brightr

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