Digitizing the Patient Journey Using Salesforce Health Cloud

Client Profile

A global medical technology company dedicated to improving lives through innovative cardiovascular and endovascular care. The company designs and manufactures pacemakers, defibrillators, and remote monitoring systems used by healthcare professionals worldwide. Their mission is to support better patient outcomes by combining advanced medical technology with seamless digital experiences.

Problem or Challenge

The company had recently introduced a new patient journey system, but it lacked the critical functionality needed to deliver a truly connected and engaging healthcare experience.

Limited digital engagement: Patients relied on phone calls, physical visits, and in- person educational sessions for all interactions.

No real-time communication: The system lacked virtual touchpoints, making it difficult for patients to contact healthcare providers outside of clinic visits.

No self-service data input: Patients couldn’t submit important health data—like sleep patterns, activity levels, or medication usage, digitally.

Lack of real-time monitoring: Providers had no visibility into whether patients were adhering to their therapy plans between visits.

Solutions

The client partnered with Rialtes to modernize the patient experience by building a fully integrated, digital-first solution.

• Mobile Application: Developed for Android and iOS, the app connected seamlessly with Salesforce Health Cloud to serve as a central hub for patient engagement.
• Self-Guided Onboarding: Patients could easily register and access a personalized dashboard to view therapy progress, action items, and relevant data.
• Data Submission & Tracking: Patients could log vital information—such as sleep, discomfort levels, and medication adherence, directly in the app. Integration with wearable devices (e.g., Apple Watch) enabled automatic collection of metrics like heart rate and step count.
• Telehealth & Messaging: Enabled secure, real-time communication between patients and providers for queries, updates, and appointment scheduling.
• Gamification & Engagement: Patients were encouraged to submit data and complete health-related tasks through gamified elements, improving long-term adherence.
• Smart Notifications: Automated reminders prompted patients to share health data consistently, ensuring ongoing visibility for care teams.
• In-App Education: Patients could access videos and articles to understand their conditions and therapies. Providers could monitor content engagement and deliver personalized follow-up materials.

Benefits

• 30% increase in therapy adherence through gamified engagement and automated reminders.
• 40% improvement in data submission rates, enabling more proactive care.
• Real-time visibility for providers, improving coordination and faster intervention for at-risk patients.
• 50% reduction in phone-based support as self-service and digital communication became primary channels.
• Enhanced patient satisfaction with personalized, on-the-go access to therapy information and education.
• Scalable architecture, ready for future enhancements like AI-driven insights and broader wearable device integration.