Project Name
Boosted Appointment Bookings 25% with Salesforce Data Cloud & Agentforce
Our client is a leading global healthcare provider specialising in dental care and patient wellness, operating across more than ten regional markets with a connected network of clinics and providers.
The organisation manages patient relationships at scale, spanning new acquisition, recurring check-up reminders, post-procedure engagement, and long-term wellness nurture across multiple languages and regulatory regimes. Growth ambitions called for unified patient intelligence, faster regional campaign execution, and an AI-assisted marketing operating model.
Fragmented data, weak regional governance, and heavily manual workflows were preventing the marketing function from operating as a single global engine, and the compliance exposure that came with that fragmentation was a risk the business could no longer carry.
Ten regional markets, ten separate data environments, and a compliance gap sitting at the intersection of all of them.
- Cross-Regional Data Exposure Risk: The client lacked a robust role-based access framework capable of securing patient data by geography. Regional marketers could potentially access patient records outside their jurisdiction, creating privacy and compliance exposure across multiple regulatory regimes simultaneously.
- Manual Marketing Brief Creation: Campaign briefs, drafts, and initial audience segmentation were all produced manually by regional teams, creating bottlenecks that slowed every launch and consumed senior marketer time on work that should never have required human effort to initiate.
- Fragmented Patient Data Across Regions: Patient information lived in EHR systems, appointment platforms, web event streams, and regional CRMs that did not reconcile, meaning no marketer or analyst could see a single global view of the same patient across touchpoints, channels, or clinical history.
- Inconsistent Patient Nurture Cycles: Each region ran its own nurture cadence with no shared framework for check-up reminders, post-procedure follow-ups, or wellness milestones: leading to dropped engagement, inconsistent patient experience, and uneven retention across markets.
- Weak Patient-Provider Matching: Recommendations of dentists to patients were generic and disconnected from clinical history, specialty, or proximity so conversion from campaign engagement to booked appointment remained well below the achievable benchmark for the available audience.
- No Scalable Multi-Region Marketing Architecture: Marketing operations were configured per region with no unifying hierarchy, meaning every new market launch required a bespoke rebuild rather than reusing a governed global blueprint, scaling cost and complexity with every new region added.
Ksolves, an AI-first Salesforce consulting services company, designed and implemented a connected MarTech ecosystem centred on Salesforce Data Cloud, Agentforce, and Marketing Cloud Next. The governing design principle was a single global instance with strict regional isolation: one platform, many governed boundaries, so the business could move fast as a global team while every region remained inside its own compliance perimeter. Architecture, AI, and activation were built as one connected loop, with governance enforced at the data layer rather than bolted on later.
- Regional Data Spaces in Data Cloud: Dedicated Data Spaces were configured within Data Cloud to partition patient data logically by region while maintaining a single global instance, with row-level Data Filters enforcing isolation at the data layer itself, ensuring no cross-regional data exposure at any point in the marketing workflow.
- Role-Based Access by Geography: Specific user roles were mapped to each Data Space and Business Unit, so a marketer operating in one region can only query, segment, or activate patients belonging to that region, closing the long-standing compliance gap that had existed across all ten markets simultaneously.
- Agentforce-Powered Brief Generation: Agentforce was deployed for the pre-campaign phase, enabling marketers to generate comprehensive briefs, audience suggestions, and initial draft copy from real-time Data Cloud signals with a human-in-the-loop review before activation, cutting campaign creation time by half across all markets.
- Dentist Recommendation Engine: A matching layer was built on unified patient profiles to recommend specific providers to patients based on proximity, specialty, and previous clinical history, then activated through Marketing Cloud Next campaigns, driving the 25% lift in appointment bookings.
- Multi-Region Patient Nurture Journeys: Multi-step journeys were implemented per region, tailored to local language and healthcare regulation, with behavioural triggers for check-up reminders, post-procedure follow-ups, and wellness milestones, replacing the inconsistent manual cadences that had varied across every market.
- Multi-Org Business Unit Hierarchy: A structured Business Unit hierarchy was configured in Marketing Cloud and synced precisely with Data Cloud filters, delivering a clean, reusable operational blueprint that any new region can adopt without bespoke rework, making future market expansion a configuration decision, not an engineering programme.
Technology Stack
| Category | Technology |
|---|---|
| Data Platform | Salesforce Data Cloud |
| AI Layer | Salesforce Agentforce |
| Activation | Marketing Cloud Next |
| Governance | Data Spaces + RBAC |
| Architecture | Multi-Org Business Units |
| Integration | Data Cloud Ingestion |
One global architecture, ten governed regional boundaries, and measurable impact across compliance, speed, and patient engagement from the first activation.
- 100% Regional RBAC Compliance Across All 10+ Markets: Every region now operates inside its own Data Space with RBAC-enforced row-level isolation, eliminating cross-regional patient data exposure that had existed as a systemic compliance risk across all markets simultaneously.
- Campaign Brief Creation Time Cut by 50%: Agentforce-generated briefs and audience suggestions replace manually drafted campaign documents, cutting brief creation time by half across all operating markets and redirecting senior marketer time from production work to strategic decisions.
- Ideation-to-Execution Time Reduced by 40%: Agentforce-assisted audience selection reduced the time from campaign idea to activated audience by 40% across regional teams, replacing a multi-day manual segmentation and review process with real-time Data Cloud signal-driven automation.
- 25% Lift in Appointment Bookings: Automated dentist recommendations built on unified Data Cloud patient profiles, matching by proximity, specialty, and clinical history, drove a 25% increase in appointment bookings from campaign engagement to confirmed visit.
- 10+ Regions Running on a Single Governed Architecture: One global campaign architecture now supports more than ten regions, automatically adapting to local language, regulation, and segmentation, replacing a model where every market launch required a bespoke rebuild from scratch.
Running a global patient engagement programme across ten regions without a unified data layer, enforced compliance boundaries, or AI-assisted campaign tooling is not a marketing problem; it is a governance problem and a growth constraint compounding simultaneously. This organisation had both. Marketers were working from fragmented data, compliance teams were carrying cross-border exposure they could not resolve at the campaign level, and every new market launch added cost rather than reusing what already existed. Ksolves resolved all three in a single connected architecture. Patient data is now unified globally and governed regionally: one platform, ten isolated boundaries, enforced at the data layer. Agentforce cuts campaign creation in half. The dentist recommendation engine converts engagement into booked appointments at a rate 25% higher than before.
Struggling to Scale Global Patient Engagement Without Compromising Regional Compliance?
