Mail Icon contact@ksolves.com Phone Icon 1800 121 0218, +1 (646) 203-1075,
ksolves-achievement-logo

Project Name

Optimizing Patient Journeys & Improving Healthcare Services with Google Analytics Connector

Industry
Healthcare
Technology
Salesforce

Overview

Our client runs a hospital chain across different cities in the U.S., offering end-to-end services, from appointment scheduling to selling medicines. Also, they offer a telemedicine service, helping remote patients get the best treatment. With the help of their website, patients can create their profiles, schedule an appointment, access a comprehensive dashboard (appointment details, treatment details, etc.), receive a prescription, and buy medicines online. The client wanted to improve patient care, maximize service utilization, and optimize their website. They were looking for a robust analytics solution that would seamlessly integrate with their website and provide in-depth insights.

hospitalover

Challenges

Some of the major challenges encountered by our client are:

encountered
  • Lack of Actionable Insights: The client had no analytics tool in place. As a result, they were not able to gather accurate insights into patient engagement and website performance.
  • No Visibility into Patient Journeys: Our client struggled to get a unified behavior of patients. It was unclear which service the patients preferred the most.
  • Inability to Effectively Optimize Services: Due to a lack of real-time insights into patient interactions with the website, our client could not optimize patient journeys across services. This leads to a decrease in patient engagement.
  • Data Security and Privacy: Implementing any tracking tool requires strict adherence to healthcare regulations like HIPAA in order to safeguard sensitive patient data. This restricted the client to using a tracking tool.

Our Solution

We implemented Google Analytics Connector (GAC) to seamlessly integrate Google Analytics 4 (GAC) with the client’s website created using Salesforce Commerce Cloud (SFCC). Our tool enabled the client to track patient actions on the website and analyze their behavior to optimize journeys.

  • Track and Analyze Patient Journeys: With GA4’s advanced tracking capabilities, GAC captures detailed events on the client’s website, helping them determine whether patients are scheduling appointments, using telemedicine services, or purchasing healthcare products. Using this data, our client is now able to create personalized and optimized patient experiences.
  • Real-time Data Insights: GAC’s real-time tracking of events enables the client to understand how patients engage with their healthcare services, such as page visits, product purchases, preferred services, etc. These insights enable timely interventions and service enhancements.
  • Customization and Flexibility: Since GAC supports a wide range of custom events, our client is able to track various events, such as patient profile updates, appointment cancellations/rescheduling, etc. Consequently, they started to focus on improving critical engagement points.
  • Integrated Marketing: By integrating with multiple platforms like Facebook Pixel and LinkedIn Insight Tag, GAC enables our client to track the effectiveness of digital marketing campaigns aimed at acquiring new patients or encouraging repeat use of services.
Results
Here are the measurable results our client achieved with Google Analytics Connector (GAC)
  • 35% Increase in Patient Engagement: With detailed tracking of patient actions on the website, our client identified and optimized patient journeys across their services.
  • 40% Improvement in Telemedicine Appointments: By understanding patient behavior for telemedicine services, the client addressed the bottlenecks in the journeys and saw significant improvement in telemedicine appointments.
  • 25% Reduction in Drop-Off Rates: Our app assisted the client in understanding when and where patients encountered issues during the appointment booking process. With this data, they improved the interface and reduced drop-off rates during the booking process.
  • 20% Increase in Service Utilization: Through integrations with multiple advertising platforms, the client was able to run targeted campaigns for specific services, resulting in better conversion rates.
  • 15% Rise in Patient Retention: Real-time data insights from GA4 empowered the client to make quick adjustments to their services, leading to improved patient satisfaction.

Outcomes

outcomes-dfd

Conclusion

By implementing the Google Analytics Connector (GAC), our client transformed their healthcare platform into a data-driven ecosystem that not only enhanced patient experiences but also optimized overall service utilization. With real-time insights and detailed tracking of patient behavior, they were able to identify key areas of improvement, personalize patient journeys, and streamline their telemedicine services. Moreover, the ability to integrate with marketing platforms allowed them to target specific audiences effectively, boosting engagement and retention rates.

Optimize Patient Journeys & Healthcare
Services with Google Analytics Connector!

Try Now