The New Era of Omnichannel HCP and Patient Engagement: Breaking Down Data Silos and Ensuring Compliance

Unifying Data, Orchestrating Engagement, and Embedding Compliance with Salesforce Life Sciences Cloud

The life sciences industry is at a pivotal inflection point. Healthcare professionals (HCPs) and patients now expect seamless, personalized, and compliant digital experiences. Yet, organizations are often hampered by fragmented data, channel overload, and ever-tightening regulatory scrutiny. To thrive in this new era, life sciences leaders must break down data silos, orchestrate omnichannel engagement, and embed compliance into every digital interaction. Salesforce Life Sciences Cloud, powered by Publicis Sapient’s proven experience design methodology, is redefining what’s possible for HCP and patient engagement.

The Challenge: Fragmentation, Overload, and Compliance Pressure

Channel Overload and Fragmented Engagement

HCPs and patients are inundated with messages across email, EHRs, social media, and more. Only a minority of organizations deliver cohesive, situation-specific engagement, leading to digital fatigue and eroding trust. Fewer than half of HCPs are accessible to reps, making digital touchpoints essential—but also more complex to manage and personalize.

Regulatory and Data Privacy Scrutiny

Regulations like GDPR, CCPA, and HIPAA make compliance non-negotiable. These requirements complicate digital engagement and can slow innovation if not managed proactively. Disconnected systems and strict privacy rules hinder a unified view of HCPs and patients, making personalized engagement difficult and limiting the value of customer data.

Measurement and Impact

Only a quarter of organizations have strong metrics to gauge promotional effectiveness. Without robust analytics, refining engagement strategies or linking efforts to outcomes is nearly impossible.

The Solution: Salesforce Life Sciences Cloud and Publicis Sapient’s Experience Design

Publicis Sapient’s three-step Salesforce Experience Design process is engineered to address these industry-specific pain points:

Discovery & Visioning

Through collaborative workshops, we map your organization’s unique challenges, opportunities, and goals. This includes identifying regulatory constraints, data privacy needs, and the specific engagement journeys of HCPs and patients.
Personalized Roadmap Development

We create a tailored Salesforce experience roadmap, outlining actionable next steps to break down data silos, unify engagement channels, and ensure compliance. Our approach leverages Salesforce Life Sciences Cloud’s capabilities to deliver a single, trusted view of each HCP and patient, enabling real-time, relevant interactions.
Execution & Optimization

With a focus on measurable outcomes, we implement and continuously optimize your Salesforce solution. This includes integrating advanced analytics, AI-driven personalization, and privacy-by-design frameworks to ensure every engagement is both effective and compliant.

Breaking Down Data Silos and Ensuring Privacy

A unified engagement strategy is only possible when data flows seamlessly across the organization. Publicis Sapient leverages Salesforce Data Cloud and cross-cloud capabilities to:

Unify HCP and patient data from disparate sources, creating a 360-degree view while maintaining strict privacy and regulatory compliance.
Enable real-time personalization across all channels, ensuring that every message is relevant, timely, and tailored to the recipient’s needs and preferences.
Embed robust data governance and privacy controls, so organizations can confidently innovate without risking compliance.

Orchestrating Omnichannel, Compliant Engagement

With Salesforce Life Sciences Cloud, organizations can:

Orchestrate omnichannel engagement—from email and EHRs to social and mobile—ensuring consistency and relevance at every touchpoint.
Leverage AI and analytics to identify high-impact opportunities, optimize campaigns, and measure outcomes with precision.
Empower field teams and marketers with actionable insights, enabling them to deliver value-driven, compliant interactions that build trust and drive results.

Real-World Impact: Measurable Outcomes

Publicis Sapient’s approach is outcome-driven. By modernizing engagement with Salesforce Life Sciences Cloud, organizations have achieved:

Increased HCP and patient engagement rates through personalized, timely communications. For example, a global pharmaceutical company achieved a 62% open rate (nearly triple the industry standard) and a 43.5% double opt-in rate by leveraging compliant, data-driven engagement at scale.
Improved compliance and reduced risk by embedding privacy and regulatory controls into every workflow. Automated consent management and audit trails ensure adherence to FDA, GDPR, and CCPA requirements.
Enhanced ability to measure and optimize engagement strategies, linking activities directly to business and patient outcomes. Teams can activate audiences and launch campaigns in minutes, not weeks, unlocking agility and responsiveness.

Regional and Global Success Stories

In Germany, a leading hospital piloted a patient-centric platform integrating Salesforce Health Cloud with existing information systems, resulting in improved planning, more personalized treatment, and enhanced patient control over health data.
A global pharmaceutical company reimagined its marketing automation with Salesforce Marketing Cloud, achieving faster go-to-market, improved targeting, and enhanced customer journeys across 70+ countries, all while maintaining compliance with local regulations.
During the COVID-19 pandemic, a global pharma client used Salesforce to communicate in seven languages across 13 countries, capturing engagement insights and maintaining compliance, even as regulations evolved.

Why Publicis Sapient?

With deep industry expertise, a proven track record in life sciences, and a consumer-first mindset, Publicis Sapient is uniquely positioned to help organizations navigate the complexities of digital transformation. Our cross-cloud Salesforce expertise, combined with our SPEED approach—Strategy, Product, Experience, Engineering, Data & AI—ensures that every engagement is tailored, compliant, and designed to deliver measurable business and patient outcomes.

Ready to Accelerate Your Omnichannel Engagement?

Transformation in healthcare engagement is not a one-size-fits-all journey. Publicis Sapient meets organizations where they are—whether just beginning their digital migration or seeking to optimize mature Salesforce environments. Our partnership with Salesforce, combined with our deep industry expertise, ensures that every engagement is tailored, compliant, and designed for measurable impact.

Connect with Publicis Sapient to unlock the full potential of Salesforce Life Sciences Cloud and drive the next era of HCP and patient engagement—unified, compliant, and outcome-driven.