Delivering patient-centered care is more important than ever. Healthcare organizations need strong Customer Relationship Management (CRM) systems to improve patient engagement, coordinate care, and optimize operations.
For years, traditional healthcare CRMs have helped hospitals and clinics with basic patient data management and outreach. However, as the industry moves toward data-driven decision-making, interoperability, and personalized medicine, many traditional systems are struggling to meet the needs of modern healthcare.
Salesforce Health Cloud was developed to address these gaps. It provides a centralized view of patient data, real-time access to medical records, advanced analytics, and AI-driven recommendations. Designed for healthcare providers, payers, and life sciences companies, it goes beyond traditional CRMs by offering tools for care coordination, patient communication, and compliance with industry regulations.
This blog explores the differences, benefits, and limitations of Salesforce Health Cloud and traditional healthcare CRMs, helping you decide which one is the right choice for your organization.
What is Salesforce Health Cloud?
Salesforce Health Cloud is a healthcare CRM that helps organizations manage patient relationships, track health data, and improve communication between care teams. Built on the Salesforce platform, it connects clinical, behavioral, and operational data into one system.
Key Features of Salesforce Health Cloud
Comprehensive Patient Profiles: A centralized patient record that combines medical history, care plans, and health data.
EHR & EMR Integration: Supports FHIR and HL7 standards to exchange data with systems like Epic, Cerner, and Allscripts.
AI and Analytics: Uses Salesforce Einstein AI to analyze patient data, identify risks, and automate routine tasks.
Omnichannel Communication: Supports secure messaging, video calls, emails, and SMS notifications.
Care Team Collaboration: A shared workspace for doctors, nurses, and administrative staff to coordinate care.
Security & Compliance: Meets HIPAA and GDPR regulations with built-in security measures.
Cloud-Based System: Eliminates the need for on-premises infrastructure, making it accessible from anywhere.
What is a Traditional Healthcare CRM?
Traditional healthcare CRMs help hospitals and clinics store patient information, schedule appointments, and manage outreach programs. They are designed for basic patient relationship management but often lack the ability to integrate with EHRs, provide AI-driven insights, or support advanced collaboration.
Key Features of Traditional Healthcare CRMs
✔️ Patient Database Management – Stores basic patient records and contact information.
✔️ Appointment Scheduling & Reminders – Automates booking confirmations and reminders.
✔️ Marketing & Outreach – Email and phone-based campaigns for patient engagement.
✔️ Limited Data Analytics – Some reporting features but lacks AI-driven insights.
✔️ Basic System Integrations – Can connect with select hospital systems but often lacks real-time data sharing.
While traditional healthcare CRMs help with patient communication and marketing, they do not provide a complete patient history or AI-driven recommendations—which are increasingly important for modern healthcare.
Salesforce Health Cloud vs. Traditional Healthcare CRMs: A Comparison
Why Healthcare Organizations Are Choosing Salesforce Health Cloud
1. A More Complete View of Patient Data
With Salesforce Health Cloud, healthcare providers can access medical history, appointment records, lab results, and social factors in one place. This allows for more informed decision-making and better care coordination.
2. AI-Driven Insights for Proactive Care
Salesforce’s Einstein AI helps identify high-risk patients, automate routine tasks, and suggest care plans. Traditional CRMs lack built-in predictive analytics.
3. Better Integration with EHRs & Healthcare Apps
Unlike traditional CRMs, Salesforce Health Cloud integrates with major EHR/EMR systems to provide real-time updates on patient health.
4. Easier Collaboration Across Care Teams
Health Cloud helps doctors, nurses, and case managers work together by providing a shared system for tracking patient progress and communicating efficiently.
5. More Ways to Communicate with Patients
Health Cloud allows providers to send appointment reminders, schedule virtual consultations, and automate patient follow-ups through multiple channels.
6. Scalable and Secure
Built with HIPAA, HITRUST, and GDPR compliance, Health Cloud provides a secure environment for managing sensitive patient data.
Is Salesforce Health Cloud the Right Choice for You?
✅ Consider Salesforce Health Cloud if:
✔️ You need AI-powered insights and automation for patient care.
✔️ Your organization depends on EHR/EMR integrations for real-time data access.
✔️ Care teams need better communication and coordination tools.
✔️ You want a secure, scalable CRM that grows with your organization.
❌ A Traditional Healthcare CRM may be enough if:
✔️ Your needs are limited to patient contact management and marketing.
✔️ You have a small practice with no need for AI-driven insights.
✔️ Your IT infrastructure is not ready for cloud-based systems.
Final Thoughts
The healthcare industry is shifting toward data-driven, patient-centered care, and Salesforce Health Cloud is helping organizations stay ahead. While traditional CRMs have been useful for managing patient contacts and marketing efforts, they lack the advanced features needed for modern healthcare operations.
By adopting Salesforce Health Cloud, healthcare providers can improve patient engagement, strengthen care coordination, and make better use of AI-driven insights.
Get Expert Guidance from Cabot Solutions
At Cabot Solutions, we help healthcare organizations implement and customize Salesforce Health Cloud to meet their specific needs.
Contact us today to learn how Salesforce Health Cloud can work for you.