Care and clinical operations, unified around the patient.
We deliver Health Cloud for payers and providers, and Life Sciences Cloud for pharma and medtech — with a strong bias for compliance, care coordination and patient engagement.
What Salesforce offers on Health & Life Sciences.
Health Cloud and Life Sciences Cloud are Salesforce's HIPAA-aligned industry platforms. Health Cloud covers patient and member 360, care plans, utilisation management and provider networks; Life Sciences Cloud covers HCP engagement, MSL workflows, clinical trial management and patient services — with Shield encryption and audit controls layered on the core platform.
What we hear from Health & Life Sciences leaders.
- 01Patient, member and HCP data is spread across EHRs, claims and legacy CRM with no unified engagement layer.
- 02Care coordination, prior auth and MSL workflows still rely on email and spreadsheets.
- 03HIPAA, GxP and validation obligations mean AI use cases need Shield, encryption and eval evidence from day one.
Where Health & Life Sciences programmes get stuck.
Patient, member and HCP data is spread across EHRs, claims and CRM silos.
Care coordination and utilisation management still rely on manual outreach.
HIPAA, GxP and validation requirements slow every release.
Clinical trial and MSL operations lack a modern engagement layer.
Where we automate Health & Life Sciences — end to end.
Every engagement targets a specific set of automation and AI plays, scoped so value shows up in weeks — not quarters.
Care & utilisation workflows
Automated care plans, prior auth and referral orchestration.
Patient engagement journeys
Marketing Cloud + Health Cloud journeys for adherence and appointments.
HCP engagement & MSL copilot
Agentforce for HCPs, KOL mapping and MSL call planning.
Compliance-grade AI
Shield, encryption, audit and evals so AI use cases pass validation.
What we deliver on Health & Life Sciences
Patient & Member Onboarding
Digital intake, eligibility checks and routing to the right care or service team.
Care Gap Closure Agent
Agentforce identifies open gaps, contacts patients and books the follow-up.
Readmission & Risk Prediction
Risk signals from Data Cloud surfaced into care plans and outreach tasks.
Prior-Auth & Utilisation Management
Structured authorisation intake, clinical review routing and status transparency.
Contact Centre & Patient Support
Omni-channel service with case summarisation and clinical escalation paths.
Clinical Trial Matching & Site Ops
Candidate matching, site coordination and participant engagement journeys.
Intelligent Document Review
Referrals, records and forms parsed into structured records instead of retyping.
HCP & Medical Affairs Engagement
MSL workflows, KOL mapping and compliant field engagement.
HIPAA Compliance & Audit Readiness
Shield, least-privilege access, field audit trail and evidence-on-demand.
What blocks Health & Life Sciences programmes — and how we clear it.
Patient and member data is split across EHR, claims, pharmacy and CRM — care teams work blind.
FHIR-aligned Data Cloud unification into Health Cloud, with a single longitudinal record surfaced in the care console.
Prior authorisation, referrals and intake are manual, slow and error-prone.
Document intake with AI extraction, rules-based utilisation review and Agentforce status handling with clinician escalation.
AI in clinical or commercial workflows can't ship without demonstrable safety and privacy controls.
Grounded agents on approved sources only, PHI de-identification, human review on clinical impact and full audit evidence per interaction.
Obligations we design into every Health & Life Sciences build.
Industry-specific, region-specific and cross-cutting rules — addressed in the architecture, not bolted on at go-live.
HIPAA / HITECH
PHI minimum-necessary access, Shield encryption and field audit trail, BAA-aligned configuration, breach-notification runbooks and de-identification before any model call.
21 CFR Part 11 / Annex 11
Validated configuration, electronic signature capture, immutable audit trail and IQ/OQ/PQ documentation for GxP-relevant orgs.
GxP (GCP / GVP / GMP)
Computer System Validation approach, change control, adverse-event intake routing and traceability matrices for Life Sciences Cloud.
EU MDR / IVDR
Complaint handling and post-market surveillance workflows with device UDI traceability.
HL7 FHIR / ONC interoperability
US Core FHIR profiles, information-blocking-safe data exchange and patient access API alignment.
Sunshine Act / EFPIA
Transfer-of-value capture on HCP engagements with reportable spend aggregation.
EHDS
Secondary-use consent and cross-border health data-sharing readiness.
EU AI Act
Risk classification for every Agentforce and Einstein use case, human-in-the-loop on high-risk decisions, model/prompt documentation, logging and transparency notices.
GDPR / UK GDPR
Lawful basis mapping, data minimisation in Data Cloud, consent and preference management, DSAR fulfilment, right-to-erasure runbooks and EU data residency (Hyperforce).
SOC 2 / ISO 27001 / ISO 42001
Least-privilege permission sets, change control, encryption with Shield Platform Encryption, event monitoring and evidence packs aligned to your control framework.
NIST AI RMF
Govern-Map-Measure-Manage applied to agent design: grounding sources, evaluation sets, drift monitoring and escalation paths documented per agent.
Accessibility (WCAG 2.2 AA)
Experience Cloud and LWC components tested for keyboard, contrast and screen-reader conformance.
Guidance on delivery practice, not legal advice — obligations are confirmed with your legal, risk and compliance functions during discovery.
Reusable assets we bring to your Health & Life Sciences programme.
Battle-tested blueprints, reference builds and diagnostics that compress discovery and de-risk delivery from day one.
Care Coordination Accelerator
Care plan, prior auth and referral orchestration on Health Cloud with member journeys.
HCP & MSL Copilot Kit
Agentforce agent grounded on HCP interactions, KOL mapping and content library.
GxP-Ready AI Governance
Validation-ready model, prompt and data governance package for life sciences.
Systems we routinely wire into Health & Life Sciences.
MuleSoft-led API architecture with reference connectors and reusable patterns across the systems your teams already rely on.
Which edition fits.
Health Cloud + Shield
For payers, providers and any HIPAA workload — Shield is effectively mandatory.
Life Sciences Cloud
For pharma, biotech and medtech — HCP engagement, MSL and clinical trial support.
Legacy → target state.
- 01Legacy EHR-tethered CRM → Health Cloud with FHIR integration.
- 02Veeva CRM (where strategic) → Life Sciences Cloud transition patterns.
- 03Manual care coordination → Automated care plan and prior auth workflows.
A four-stage delivery model.
See the full methodology for artefacts, cadences and governance at each stage.
Discover
Two-week diagnostic on your Health & Life Sciences landscape, org health and target outcomes.
Design
Reference architecture, data model and phased roadmap signed by a Principal Architect.
Deliver
Agile pods with embedded architects, hypercare and change enablement built in.
Evolve
Managed services, evals and quarterly value reviews to compound the return.
Where Health & Life Sciences moves the P&L.
We frame every Health & Life Sciences programme against three impact vectors — so the business case survives beyond go-live.
- Revenue
38% care coordination speed
Faster cycles, higher conversion and more productive teams operating on Health & Life Sciences.
- Cost to serve
2.6x patient engagement
Automation, AI deflection and consolidation of overlapping tools and processes.
- Time to value
100% audit readiness
Fixed-price discovery, reusable accelerators and Principal Architect leadership from day one.
How CRMPRACTICE engages
Every engagement starts with a fixed-price discovery — a Principal Architect leads a 2-week diagnostic and delivers a de-risked roadmap before any build begins. See engagement models for commercial options.
- 01Health Cloud implementation
- 02Life Sciences Cloud rollout
- 03Patient engagement build
- 04Compliance and Shield hardening
Model the Health & Life Sciences business case.
Model patient acquisition, HCP engagement and care-team productivity.
Risk reflects change-management complexity, integration surface and AI governance load — CRMPRACTICE accelerators reduce this on delivery.
- 40% attribution on acquisition.
- Excludes clinical-outcome value.
Directional model for early business cases. CRMPRACTICE will validate with your data during discovery.
Ready to accelerate your Health & Life Sciences programme?
Speak with a Principal Architect about your roadmap, current state and success metrics.
Book a consultation