the real health cloud is here
Create the modern, personalized experience consumers demand with the #1 ranked CRM in healthcare
Seamless, personalized consumer experiences are status quo virtually across industries… except… Surprise, surprise, healthcare is still lagging behind. For most patients, interacting with the healthcare system can feel cumbersome, impersonal, and frustrating.
Picture this: You're trying to book an appointment or get a referral, only to find yourself stuck on hold for what seems like an eternity. Once you finally schedule your visit, you're left wondering about the details - no welcome email arrives, no reminder text message with the visit specifics. When you finally make it to the clinic, you're handed a clipboard with multiple intake forms to fill out, repeating information you've provided countless times before.
The current system doesn’t feel intelligent, and that’s because it isn’t.
Over the past 10 years, health systems have implemented generic or horizontal CRM tools like Salesforce to manage this experience in hopes of achieving the success of their peer industries. Unfortunately, these tools were designed for sales and marketing teams to manage leads and close deals.
A patient is not a "lead" or a "sale." They're real people with complex health needs. A patient's journey through the healthcare system is vastly different from a customer's journey through a sales funnel. Patients have data spread across multiple IT systems in different formats that aren’t natively linked to each other. They require personalized care plans, timely follow-ups, and intelligent coordination between multiple stakeholders, whether it's the call center agent, patient access team, providers, or care managers. Choosing where you receive care is not a simple “buying” decision like it is in CPG or e-commerce.
With patient experience emerging as a strategic priority in most health systems, we're witnessing an exodus away from traditional CRM providers. We’re entering a new era of intelligent patient experiences, powered by AI and a holistic consumer data platform (CDP), and according to KLAS, health systems are now choosing Innovaccer.
Why?
Patients have more choices and higher expectations today than ever before, and if the patient experience is not competitive, they will simply go somewhere else, especially as health systems continue to consolidate. When patient acquisition or retention suffers, it creates serious risks for financial performance, market share, and brand reputation. Further, as reimbursement models continue to evolve towards value-based payments, generating behavior change in patients is more important than ever.
Over the past few months, KLAS spoke with dozens of major health systems and rated Innovaccer as the best CRM in healthcare, scoring 10 points over Salesforce.
Among health systems that use Innovaccer, the patient experience is intelligent, intuitive, and incredibly effective. Patients receive targeted content based on their clinical history and SDoH status, and engagement with that content informs their overall propensity to need care. Care managers track these propensity scores and prioritize manual outreach interventions to high-scoring patients. When the patient needs to book an appointment, they’ll chat with the hospital’s patient advocate, who has a rich patient profile at their fingertips that streamlines the conversation. Access and registration staff can rely on AI to document the call so they can focus on understanding the patient’s concerns and book patients faster with the right provider. Once booked, patients are guided through a pre-appointment workflow to ensure a timely arrival and reduce wait times.
All of this is powered by a first-of-its-kind Consumer Data Platform (CDP) tailored for healthcare, which brings together every possible data point - clinical data, financial information, behavioral insights, and engagement metrics - to paint a full picture of each patient’s journey, and ensures data flows seamlessly across the contact center solution, digital marketing solution, and CRM. With a single platform, digital experience teams can identify at-risk patients before conditions worsen, tailor outreach efforts to individual preferences and needs, and measure the ROI and effectiveness of outreach campaigns.
One of our customers told KLAS “Once data is activated in the platform, there is a lot of interoperability between different modules. For example, the system's patient and user outreach functions link well with the care management functions, and those linked well with the patient outreach functions. Everything is really smoothly linked and interoperable. That is the biggest reason that I would recommend Innovaccer's system.”
The use of generic CRM tools in healthcare is coming to an end, just like it had in other industries (e.g. e-commerce moving to Klaviyo). The disconnect between marketing teams, access teams, and care managers creates a fragmented experience that falls short of patient expectations. This next era will put the patient at the center, automate burdensome processes with AI, and be fully interoperable across the patient journey.
Ultimately, the patient’s experience will be determined by the dedication and skill of healthcare professionals. The right tools should feel like a natural extension of the team’s capabilities. In an industry where lives are at stake, there's no room for tools that add complexity, o slow down critical processes, or create fragmentation between teams. For many of the organizations we work with, improving the patient experience is a core strategic priority, and the right vendor decision can accelerate that priority. The choice between a repurposed sales tool and a purpose-built patient experience solution can be the difference between a mediocre experience and truly excellent, patient-centered healthcare. The future of healthcare belongs to those who can make every patient feel seen, understood, and valued at every step of their health journey. We’re committed to that future.
