SUCCESS CASE

CASSI + Salesforce
Health Cloud: digital
transformation in healthcare
service

ília unified CASSI's relationship and care management by integrating multiple Salesforce clouds. The solution centralized clinical and operational data, ensuring a 360° patient view, 90% effectiveness in service delivery, and a 21% increase in lead conversion.

Health Cloud
Service Cloud
Data Cloud

Results

increase in lead conversion
+ 0
effectiveness in serving beneficiaries
0 %
major internal and external system integrations completed
+ 0

Unified 360° view for more than 720,000 participants across Brazil

Overview

CASSI is one of the largest nonprofit health plan administrators in Brazil, serving more than 720,000 participants. With a complex ecosystem of services, the institution sought to improve relationship management with beneficiaries and providers, integrating multiple Salesforce solutions to optimize processes and elevate the quality of the care journey.

The challenges

Data scattered across multiple internal and external systems in 27 autonomous units.
Complexity in interoperability and integration with accredited provider networks.
Difficulty in standardization and lack of direct digital channels for health monitoring.
Manual processes (paper and spreadsheets) limiting alert automations and clinical feedback.

Journey
and solutions

ília led a pioneering implementation of Salesforce Health Cloud, Data Cloud, Marketing Cloud and Service Cloud. We unified the data repository to enable a 360° view of the participant and integrated service channels such as WhatsApp, Chat and Einstein Bot. We structured the management of the care journey, as well as personalized campaigns and relationship cadences.

What did we deliver?

Pioneering implementation and integration of multiple clouds from the Salesforce ecosystem.
Creation of digital and automated service channels via CASSI Chat, WhatsApp and Einstein Bot.
Centralization of clinical and operational data with 23+ major integrations completed.
Automation of the care journey with follow-up rules, alerts and clinical return visits.

We understand that ília is a versatile, flexible company that is always focused on adding value to our business. This partnership has enabled us to achieve our goals. We recommend them.

André Kliger

Customer Experience at CASSI

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