The patient experience should be seamless, fast, and connected – right? But what seems like a no-brainer is complex to achieve in reality. There are multiple national and private stakeholders involved in patient care, long waiting lists, and diagnoses that can be difficult to confirm.
Polish company Neuca’s Trailblazing digital service, HeyDoc, puts the patient in control of their own health. And it’s just one of many exciting, new patient-led services pioneered by the company.
We spoke to Krzysztof Kłos, IT Business Partner in the Patient Division at Neuca. He spoke about the company’s ambition to launch a Centre of Excellence to nurture the next generation of digital talent and have a team of in-house Salesforce experts developing life-changing new products, like HeyDoc, faster.
Tell us about Neuca and your role at the company
Neuca is the leading pharmaceutical wholesaler in Poland. We’ve been operating for more than 30 years and have a large network of healthcare professionals and pharmacies. We’re currently branching out into telemedicine and ecommerce to drive better outcomes for patients, pharmacists, and manufacturers.
I work as an IT Business Partner in our patient division. This is a relatively new area of the business responsible for those digital patient-facing initiatives. Some projects I’ve worked on include:
Booking portal for telemedicine appointments
Apteline.pl, our online shop for patients
New digital patient service, HeyDoc
How important is it to have digital skills and talent in-house?
As we pioneer more digital services, we need a dedicated team of people with the digital skills and knowledge to bring our vision to life. And that means knowing Neuca inside out. I’m really proud of my team and what we’ve achieved so far. It’s thanks to them that we can explore new business streams and bring greater value to the company.
We’re currently launching a Centre of Excellence to attract and train digital talent to build exciting products and upgrade our Salesforce apps and automations. These are the backbone of many of our new services. I have to say, I’ve been amazed by what we’ve done with Salesforce. It’s so much more than a CRM platform. We’ve run proofs of concept that have opened the doors for a whole new digital patient experience in Poland.
Tell us more about your Centre of Excellence and how it will attract digital talent
When we ran the proof of concept for the teleconsultancy business, we had a small internal team supported by a third-party partner. It went really well. However, Neuca is a fast-paced, dynamic company so we need to be able to maintain our systems in-house as well as innovating at speed.
Salesforce is expected to generate more than 4,200 jobs in Poland in the next three years. So we want to tap into that digital talent to drive momentum and become more agile. Our Centre of Excellence will include permanent staff and a team of project-based experts who want to work more flexibly.
We’re building a Salesforce Academy to recruit and train people in the latest digital skills using a mix of an online training platform, Trailhead, and hands-on experience.
How many people will you be recruiting?
We’re planning on running waves of recruitment every 6-9 months, starting with a small team of up to five. The number of recruits for the next waves will depend on how our needs change and which Salesforce products we’re planning on using. We currently have Service Cloud, Experience Cloud, Lightning Scheduler, Salesforce CMS, and we’re implementing Marketing Cloud. But we don’t always use products out of the box. This is an opportunity for people to learn the true power of the platform and flex their digital skills.
Why is it so important to Neuca to nurture the next generation of digital talent in Poland?
Technology is a key enabler for growth in the healthcare sector and an area where a lot of innovation is happening. We all saw during the pandemic how valuable technology is and how quickly things can change. So having ready access to those digital skills is really important, not just for Neuca, but for all businesses.
What we offer is the chance to work for an industry leader. If you want to change the market or create new products, you need to know how technology can bring your vision to life quickly and how to do that in the most cost-effective way. Knowledge is a valuable resource and nurturing the next generation of digital talent is an investment in that most valuable of resources.
Find out more about HeyDoc today. You can also learn more about the capabilities of the Salesforce platform in this interactive guided tour.
