Overcoming Customer Service Challenges in Diagnostic Labs with Salesforce

In today’s competitive diagnostic lab landscape, the stakes for providing exceptional customer service have never been higher. With the surge

3 min. read

In today’s competitive diagnostic lab landscape, the stakes for providing exceptional customer service have never been higher. With the surge in at-home and mobile testing options that previously required a visit to a medical provider, ensuring seamless and efficient customer service is even more critical. In addition, consumer expectations are at a time high. In fact, seven out of ten customers will stop doing business with a brand due to poor customer service. Both of these trends underscore the urgent need for diagnostic labs to address service inefficiencies to maintain patient satisfaction and loyalty. Adapting to these changes by improving customer service not only meets the growing demand for accessible testing but also secures long-term patient trust and engagement.​

The Challenge: Bridging the Information Gap

Diagnostic labs often find their customer service teams operating in silos, disconnected from essential Laboratory Information Management Systems (LIMS) data. This separation leads to multiple inefficiencies:

  • Delayed Responses: Customer service representatives (CSRs) must often wait for lab technicians to provide test information, causing significant delays in communication with patients.
  • Increased Errors: Manual data transfer increases the risk of errors, potentially leading to misinformation being conveyed to patients.
  • Operational Strain: Repeated back-and-forth interactions between labs and customer service teams waste valuable resources and time.
  • Patient Dissatisfaction: Delays and errors in communication can frustrate patients, leading to a lack of trust and potential business loss.

The Solution: Integrating Salesforce for Seamless Service

By integrating Salesforce Health Cloud, Experience Cloud, Marketing Cloud, Field Service Lightning (FSL), Shield, MuleSoft, and Data Cloud with existing lab systems, labs can achieve a seamless flow of information and vastly improve patient interactions.

diagnostic labs customer service salesforce solutions

Salesforce Health Cloud: Real-Time Access to LIMS Data

Salesforce Health Cloud empowers CSRs by providing real-time access to LIMS data. This immediate access enables representatives to relay test information accurately and promptly, minimizing delays and errors. By integrating Health Cloud with LIMS, labs can:

  • Enhance the quality of service by providing accurate and timely information.
  • Reduce operational inefficiencies and resource wastage.
  • Improve overall patient satisfaction with quicker response times.

Salesforce Experience Cloud: Personalized Patient Portals

Experience Cloud allows diagnostic labs to create personalized portals for patients. These portals enable patients to:

  • Access their test status and results in real-time.
  • Retrieve relevant information without needing to contact customer service.
  • Engage with the lab through a self-service platform, enhancing their overall experience. This self-service functionality not only boosts patient engagement but also reduces the burden on customer service teams, allowing them to focus on more complex queries.

Salesforce Marketing Cloud: Proactive Communication

Marketing Cloud facilitates proactive and personalized communication with patients. By leveraging marketing automation, labs can:

  • Send timely updates about test statuses and results.
  • Provide educational content and health tips relevant to their tests.
  • Maintain continuous engagement with patients, fostering trust and loyalty.

Salesforce Field Service Lightning (FSL): Streamlined Field Operations

For labs that offer on-site sample collection or mobile testing services, Field Service Lightning (FSL) is invaluable. FSL ensures:

  • Efficient scheduling and dispatching of field agents.
  • Real-time updates on service status, improving coordination between field and customer service teams.
  • Enhanced patient experience with timely and reliable service delivery.

Salesforce Shield: Ensuring Data Security

In the healthcare sector, data security is paramount. Salesforce Shield offers advanced encryption, monitoring, and auditing capabilities to:

  • Protect sensitive patient data.
  • Ensure compliance with healthcare regulations.
  • Build trust with patients through robust data security measures.

MuleSoft: Seamless Integration

MuleSoft enables the integration of various systems, ensuring that Salesforce products and existing lab systems, including LIMS, billing, and shipment tracking tools, work together harmoniously. This integration ensures:

  • A unified view of patient data.
  • Streamlined operations across different departments.
  • Reduced manual data entry and associated errors.

Salesforce Data Cloud: Insights and Analytics

Data Cloud provides diagnostic labs with powerful analytics tools to:

  • Gain insights into customer service performance.
  • Identify areas for improvement.
  • Make data-driven decisions to enhance patient satisfaction and operational efficiency.

The Result: Enhanced Patient Satisfaction and Operational Efficiency

By leveraging the Salesforce suite of products, diagnostic labs can overcome customer service challenges and transform their operations. Integrating these tools ensures that customer service teams have real-time access to critical information, patients receive timely and accurate communication, and overall operational efficiency is significantly improved.

For diagnostic lab leaders struggling with customer service challenges, adopting Salesforce’s integrated solutions can substantially improve patient satisfaction and business performance. It’s not just about solving immediate issues; it’s about building a robust, future-proof system that continuously enhances the quality of service and operational excellence.


In today’s competitive landscape, the ability to provide exceptional customer service can set your diagnostic lab apart. If you are interested in doing so, contact our team of experts today, and let’s work together to elevate your service standards and ensure the satisfaction and loyalty of your patients.



Allison Getty

Allison Getty is the Healthcare & Life Sciences Practice Lead at Torrent Consulting. She is 7x Salesforce certified, is a member of the Salesforce Health Cloud Advisory Board, and has worked in the healthcare space for 8 years.

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