Spital Bülach Builds the Future of Healthcare on Salesforce

Faced with administrative complexities and a fragmented patient experience, Spital Bülach set out to modernize their healthcare experience by building a modern CRM platform.

From reducing administration to improving patient care, Spital Bülach’s modernization strategy tackles some of the greatest challenges in healthcare. To advance their initiative, they planned to build a flexible and scalable Customer Relationship Management (CRM) platform - one which lays the digital groundwork for further services along the patient journey.

To support them, Spital Bülach turned to OWT, a trusted expert in building digital solutions for healthcare for over a decade. Together with Salesforce, they’ve developed a tailored CRM platform and defined a long-term vision: creating a fully integrated hospital portal on Salesforce Health Cloud. This platform will bring all key stakeholders, including patients, referring physicians, and hospital doctors together into one seamless digital experience.

Tailored to hospital processes from the ground up

To ensure a solution tailored to Spital Bülach's processes, OWT conducted various in-depth interviews with employees responsible for key administrative workflows. Dedicated workshops helped identify legal, business, and administrative requirements for patient admissions and ensured compliance with the hospital’s work procedures.

With this analysis, OWT configured Salesforce Health Cloud with customized data structures, automated workflows, and user interfaces tailored to the hospital’s roles and responsibilities. Staff dashboards were designed to support day-to-day activities such as managing referring physicians and tracking anonymized patient admissions.

For seamless data exchange, Spital Bülach’s integration platform, Orchestra, was connected to Salesforce. This allows real-time access to anonymized patient, case, and referral data from the hospital information system (HIS) Kisim and the Enterprise Resource Planning (ERP) system Microsoft NavisionBC.

A vision for Switzerland’s first hospital patient platform was created to capture the patient admission journey and to prepare for the next extension. Its design was carefully crafted to align with Spital Bülach’s current brand presence, reinforcing recognition and a seamless experience when moving from one digital platform to another. Designed for clarity and ease of use, the dashboard would ensure quick access to upcoming appointments and important documents.

Laying the foundation for a future-oriented patient experience

Spital Bülach’s new CRM platform marks a key milestone in its broader digital transformation. Developed with Salesforce Health Cloud, the solution centralizes and automates core administrative processes – from managing referring physicians to tracking patient admissions – resulting in improved data accuracy, reduced manual workload, and greater operational efficiency.

Crucially, this CRM serves as a strategic enabler for future services at Spital Bülach. As part of a clearly defined vision, the hospital now has the digital infrastructure needed to gradually extend its offering along the patient journey. Early design work has already laid the groundwork for Switzerland’s first hospital patient portal on Salesforce, with a focus on improving patient autonomy, convenience and accessibility.

With the technical foundation in place, future enhancements will be guided by real-world feedback – ensuring the CRM platform and its digital services evolve to meet the needs of patient, staff and external stakeholders. Most importantly, this implementation marks a crucial step towards a fully integrated digital healthcare ecosystem at Spital Bülach.