When a Florida-based oncology testing and information services leader set out to modernize its patient and oncologist engagement, the goal wasn’t just about technology. It was about bringing consistency, efficiency and compliance to the heart of its operations. By partnering with Persistent, the organization transformed fragmented systems into a unified CRM platform, delivering measurable business growth and deeper connections with oncologists and patients.
The Challenges
Fragmented systems slowing down patient and oncologist engagement
The client had long been recognized for its trusted oncology testing and information services. But as the business expanded, the limitations of its legacy systems became clear. Disconnected platforms and inconsistent data made it difficult for teams to collaborate effectively or provide timely engagement.
Scheduling appointments and sending follow-up reminders still required manual effort, creating inefficiencies that frustrated both staff and patients. Oncologist segments also lacked consistent, personalized communication, limiting the strength of their partnership with the organization.
Adding to the complexity, the healthcare industry’s strict regulatory requirements made compliance management across siloed systems resource-heavy and increasingly risky. Without modernization, growth and patient satisfaction would remain constrained.
The Turning Point
A modern CRM with Salesforce Health Cloud and Persistent’s expertise
The client turned to Persistent to design and implement a next-generation CRM tailored for oncology. Leveraging Salesforce Health Cloud and OCE, Persistent delivered an end-to-end solution that unified systems, automated processes, and improved engagement.
Data integrity was a foundational priority. By integrating multiple sources (NPI registry, IQVIA, SG2, and others), Persistent ensured accuracy and consistency, creating a single source of truth for oncologist outreach and patient engagement.
The new platform also introduced engagement orchestration across the patient care journey, ensuring timely support & communication at every stage. Workflows such as appointment scheduling and reminders were automated, eliminating manual intervention and freeing up valuable staff time.
Personalization was embedded into the solution. Persistent built targeted communication plans for oncologists, segmenting them by specialty, practice size, and patient volume. Leveraging Salesforce Data Cloud, the client could engage more effectively, ensuring interactions were relevant and impactful.
Equally important, the solution was designed with compliance at its core, meeting healthcare regulations and security requirements to protect sensitive patient data while supporting innovation.
The Outcomes
Efficiency gains, stronger engagement, and measurable growth
The impact of the transformation was immediate and quantifiable. Automated workflows drove a 2% increase in efficiency, reducing the burden of repetitive manual tasks. Digital channel enablement fueled a 30% increase in order volumes, directly translating modernization into business growth.
Oncologist and patient relationships also improved. Personalized communication and timely engagement created a more seamless experience, strengthening trust and satisfaction across the care journey.
Most importantly, compliance was never compromised. With regulatory safeguards embedded into the CRM, the client could scale its operations and engagement strategies with confidence.
By reimagining its CRM with Persistent, the company built a future-ready foundation, delivering greater efficiency, stronger engagement and measurable business outcomes in one unified platform.
