Ayesa secures a contract to implement Salesforce for the Basque Health Service

Led by Ayesa and Teléfonica, the Omnichannel User Support Project aims to bring together patient records in one place, automate processes and allow users to interact with the health service through various channels.

The contract is set to cement Ayesa’s position as a leader in digital transformation and complex CRM projects for public health services.

Ayesa, a global provider of technology and engineering services, has been awarded a contract to implement Salesforce for Osakidetza, the Basque Health Service.

Part of the pioneering Omnichannel User Support Project, the implementation of the world’s number-one CRM solution is expected to significantly improve the patient experience. This will be done by allowing information to be shared between GPs and specialists, meaning easy access to all information held on a patient. Furthermore, a number of processes will be automated with the aim of making them more efficient. This will involve patients being able to interact with the healthcare service through various means, including by telephone, email and online.

For the Basque Health Service, the project represents a significant challenge, given the number of separate systems and processes currently in place. To overcome this, it has opted to implement Salesforce. This will allow is to centralise the way users interact with it, meaning a more efficient and personalised service.

The contract covers the implementation of the various Salesforce and Genesys clouds, as well as their integration with the systems currently in place. This will give staff access to all records held for a patient. Furthermore, a number of initiatives will be run to make members of the public aware of the changes, these being segmented and personalised to maximise their effectiveness.

The solutions to be implemented are: Salesforce Health Cloud, for managing interactions with users (CRM) and centralising information; Salesforce Marketing Cloud, for personalising and segmenting information initiatives; Genesys Cloud, for routing interactions on various channels; and Analytics Cloud, for analysing data and tracking KPIs.

This latest contract will undoubtedly strengthen Ayesa’s position as a leader in the digital transformation of the public healthcare sector. It is also a clear reflection of its ability to manage complex projects involving well-known solutions such as Salesforce and Genesys, as well as its commitment to society and innovation.