Success Stories Piedmont Health AAA Carolinas Syneos Health In need of a triage process to handle a drastic AAA Carolinas is over 2.1 million members Clinical research firm Syneos Health is increase in inbound calls, Piedmont Health strong, and after it was forced to temporarily supporting those on the frontlines with the partnered with Slalom to implement a solution close retail branches due to COVID-19, 228 launch of an educational program for doctors for tracking and management of COVID-19 employees pivoted from their existing roles around alternatives to ventilators. Using patients. This enabled nurses and agents to to focus on a new member outreach program Salesforce Care solutions and Health Cloud, guide patients through a series of questions using Service Cloud that enabled them the company is able to rapidly spread the word that focused on risk, exposures, and active to create cases and conduct personalized about its BiPAP machines, which help stabilize symptoms to appropriately triage patients outreach to customers. The program was spun intubated patients and can help alleviate the to the right level of care. Slalom created a up in just five days and, one week after kicking need for ventilators. In the future, the company dashboard to track call volume, patient source off, the team completed over 25,000 member plans on using the self-service portal, which will (new or existing), call source, COVID-19 travel calls, with over 80% of customers who were allow doctors to get answers directly and quickly, destinations, symptoms, and outcomes. The reached expressing appreciation for the call. reserving agent bandwidth for more complex final product included quickly setting up a Taking this further, personalized campaigns cases. Learn more here. COVID-19 hotline and training more than 40 segmented members using Marketing Cloud triage nurses and 40 contact center agents, all then provided supplemental details based on first time users of Health Cloud. their initial agent contact experience. The COVID-19 Response Playbook | 18