Challenge
A global leader in healthcare and pharmaceuticals encountered significant operational challenges in managing the intricate and crucial logistics associated with CAR-T Treatment. CAR-T cell therapy is an innovative cancer treatment that harnesses the body's immune system to fight cancer. By genetically modifying a patient's T cells to target specific cancer cells, CAR-T therapy offers a powerful and targeted approach to treatment which has shown remarkable results, curing 78% of treated patients.
This process involves collecting a patient's T cells, freezing and shipping them, and genetically modifying them to attack cancer cells. These cells are then multiplied and infused back into the patient's bloodstream, where they target and destroy cancer cells, offering long-term protection. Throughout the process, potential issues like quality deviations, shipment delays, or the need for re-apheresis must be managed efficiently. Ensuring smooth procedures, accurate validations, and a user-friendly system is crucial for the success of this life-saving treatment, especially for cancer patients relying on CAR-T therapy as a last resort.
The healthcare organization partnered with Digital Hive to deliver a comprehensive CRM solution. Initially focused on CRM development and business analysis, Digital Hive extended beyond the original scope of work to provide continuous improvements across various dimensions of the project. This proactive approach was aimed at enhancing overall project efficiency and fostering a long-term, trust-based partnership.
Solution
To address these challenges and improve patient care and operational efficiency, the team devised a comprehensive solution leveraging Salesforce Health Cloud. Here's how they tackled the complexities:
Business Analysis: Ongoing business analysis and support were provided, conducting follow-ups on demands, incidents, and requests to ensure effective issue resolution.
Salesforce Customization and Development: The development team customized the Salesforce Health Cloud platform to align with the organization's specific requirements, ensuring seamless integration and functionality tailored to the CAR-T treatment process.
Project Improvements: Leveraging project experience, the team consistently evaluated their approach to optimize project delivery and coordination from various angles. This was essential in a fast-paced environment with numerous stakeholders.
Technical Support: The development team provided ongoing technical support, troubleshooting any issues that arose during the implementation and post-deployment phases, thereby ensuring smooth operation and user satisfaction.
Continuous Improvement: With the entire development team onboard, the system was continuously enhanced based on user feedback, evolving requirements, and emerging technological advancements, ensuring ongoing optimization and effectiveness of the solution.
Results
Digital Hive successfully developed an intuitive Salesforce Health Cloud solution, leveraging best practices from the pharmaceutical industry and utilizing out-of-the-box Salesforce solutions and components. This approach not only ensured a robust and scalable CRM platform but also laid a solid foundation for future growth across the EMEA region. The solution is set to expand its usage from 3 countries to 6, with plans to further scale to over 20 countries over the next coming years, positively increasing patient impact and operational efficiency. Some key achievements include:
Intuitive User Interface: Developing an intuitive user interface using Salesforce Lightning capabilities ensured clarity for end-users regarding treatment progress and upcoming steps.
Enhanced Efficiency: Notable improvements in team efficiency due to proactive process optimizations and early detection of project dependencies.
Improved Collaboration: Strengthened alignment and communication across technical and business teams, leading to a more cohesive working environment.
Recognized Value: The healthcare organization acknowledged Digital Hive’s contributions, particularly appreciating the team's willingness to go beyond their initial assignment and foster a partnership grounded in trust and expertise.
Conclusion
Digital Hive’s commitment to continuous improvement and proactive collaboration significantly enhanced project outcomes. By focusing on long-term partnership goals and delivering beyond the initial requirements, Digital Hive demonstrated its added value as a strategic CRM consultancy partner, reinforcing trust and solidifying its reputation for CRM expertise and advisement.
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