Ayesa implements Salesforce in Osakidetza to revolutionise citizen services

The Basque Health Service launches the ‘onmicanal citizen care project’ to have a comprehensive view of the patient, automate processes and allow interaction through multiple channels, which will be managed by Ayesa and Telefónica.

Ayesa, a global provider of technology and engineering services, will implement Salesforce in Osakidetza-Basque Health Service as part of a pioneering project in public health services.

With the integration of the world’s number one CRM, citizens will experience a great improvement in their care. Specifically, the ‘citizen’s onmicanal care project’ aims to have a comprehensive view of the patient, by sharing the data of all the citizen’s interactions with Osakidetza. In addition, processes will be automated, making progress in the agility of response, and will allow interaction between patient and administration through multiple channels (voice, email, web).

Through this initiative, Osakidetza is responding to one of its greatest challenges, which was caused by the coexistence of unconnected care management systems and processes. To solve these problems, the company has opted for this technological solution that centralises citizen care, offering a flexible, efficient and personalised service.

The contract includes the implementation of the different Salesforce and Genesys clouds, integrating these platforms with Osakidetza’s current systems. In this way, the agents will be able to access a 360° vision of the citizen. Likewise, communication campaigns will be more segmented and personalised, which will guarantee greater effectiveness.

The solutions incorporated are Salesforce Health Cloud, for citizen relationship management (CRM) and data unification; Salesforce Marketing Cloud, for personalised and segmented communication campaigns; Genesys Cloud, for multichannel interaction routing; and Analytics Cloud, for data analysis and KPI measurement.

With this contract, Ayesa strengthens its position as a leader in the digital transformation of the healthcare sector, specifically in public services. It also demonstrates its ability to manage complex projects, integrating platforms such as Salesforce and Genesys and reinforcing its commitment to social impact and technological innovation.