The specialization in complex cases and the constant evolution have led to an increase in the number of patients, both nationally and internationally. In order to remain faithful to our commitment to placing the patient at the center of everything and offering the best tailored medicine, we decided to start the journey towards a complete digital transformation.
The incorporation of Salesforce, the world’s leading CRM (Customer Relationship Management) platform, allows for a more complete traceability of the entire patient journey: from the first contact with the clinic until the baby is born. This way, more efficient communication paths are created to improve the patient’s experience.
The fact of having a mobile platform for internal communication and management, accessible from anywhere, eliminates manual processes. In addition, it favours the centralisation of information and guarantees effective communication in a secure environment.
Internally, Salesforce allows us to improve the efficiency of interdepartmental and cross-sectional communication to carry out collaborative work among all departments and organise information chronologically.
The improvement increases when the CRM platform, which has been customised and personalised taking into account the Standard Operating Protocols of the clinic, allows us to standardise the processes and make them replicable and scalable to different centres, such as IVF-Donostia. This way we can refer each patient according to their geographical or medical specifications.
In addition, the use of Salesforce means an improvement in our way of understanding the correct management of data since, with the effective collection, we can perform a more exhaustive analysis that will help us improve diagnosis and future decisions.