Salesforce, Vivekananda Hospital Partner to Advance AI, Data & Patient Engagement
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The implementation combines Patient 360, Doctor 360, Beat Planning and Campaign Management into one platform, enabling hospital teams to access a comprehensive real-time view of patients.
California’s Salesforce, a cloud-based Customer Relationship Management (CRM) platform, and West Bengal’s Vivekananda Hospital have joined forces to strengthen patient engagement by bringing together AI, data and automation on a single connected platform.
Built on Salesforce's Agentforce 360 Platform and integrated with the hospital's existing Hospital Information Management System (HIMS), the initiative has created a unified digital ecosystem that connects patient information, doctor interactions and operational workflows to deliver more personalized and efficient healthcare experiences.
Arundhati Bhattacharya, President & CEO at Salesforce, South Asia, said, "Healthcare is at an inflection point, where AI has the opportunity to fundamentally transform how organisations engage with patients, empower caregivers, and deliver better outcomes. The future of healthcare will be shaped by organisations that can bring together trusted data, AI, and human expertise to create more connected, personalised, and accessible experiences. We are proud to collaborate with Vivekananda Hospital as they embrace this transformation and build a strong digital foundation for the future of patient care."
At Vivekananda Hospital, the implementation combines Patient 360, Doctor 360, Beat Planning and Campaign Management into one platform.
By consolidating previously disconnected data and workflows, hospital teams can access a comprehensive real-time view of patients and doctors while coordinating outreach activities more effectively.
Automated workflows also help capture, assign, monitor and nurture patient enquiries, while dashboards provide continuous visibility into engagement metrics and campaign performance.
The partnership has also enhanced the hospital's community outreach initiatives. QR code-enabled campaigns now allow enquiries generated during awareness programmes and health camps to be captured instantly, centralized on the platform and directed to the appropriate teams for timely follow-up.
Soumily Dutta, Director, Vivekananda Hospital, said, "At Vivekananda Hospital, we believe exceptional healthcare begins with understanding every patient, not just clinically, but throughout their entire care journey. By adopting Salesforce’s AI-powered platform, we are creating a connected ecosystem that brings together patient engagement, doctor relationships and operational workflows to enable seamless experiences, informed decisions and personalised care. This collaboration marks an important milestone in our digital transformation, helping us make healthcare more accessible, responsive and intuitive while empowering caregivers with intelligent insights and keeping patients at the centre of everything we do."
Vivekananda Hospital plans to expand its digital transformation roadmap by exploring agentic AI capabilities.
The hospital is evaluating AI agents that could assist patients with appointment scheduling and recommend appropriate specialists based on reported symptoms, extending the use of AI, automation and connected data to improve accessibility and responsiveness throughout the care journey.
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