EGYPT – Integrated Diagnostics Holdings (IDH), a leading provider of diagnostic services across the Middle East and Africa, has adopted Salesforce Customer 360 to digitally transform its operations.
The move aims to enhance efficiency, provide full visibility into its vast network of over 600 laboratories and diagnostic centers, and prepare the company for cutting-edge technologies such as artificial intelligence (AI).
IDH operates a wide range of facilities, including its flagship ‘Mega Lab’ in Egypt—an automated, CAP-accredited laboratory that offers a comprehensive suite of diagnostic tests.
The company conducts approximately 30 million tests annually, serving over 10 million patients across Egypt, Jordan, Nigeria, Saudi Arabia, and Sudan.
With growing demand for diagnostic services, IDH is embracing digital transformation to streamline its workflow and improve service delivery.
By implementing Salesforce Customer 360, IDH gains a centralized platform that integrates its departments and data, offering real-time insights into operations such as workforce management, patient visits, and financial performance.
This digital upgrade will optimize the company’s workflow for thousands of tests conducted daily, ensuring smoother coordination between its labs, radiology centers, and medical partners.
The platform will also enhance interactions with referring doctors from clinics and hospitals, strengthening collaboration across the healthcare ecosystem.
Dr. Hend El Sheribini, Group CEO of IDH, emphasized the company’s commitment to advancing healthcare in the regions it serves.
He noted that adopting Salesforce technology would enhance efficiency and agility, eventually improving service delivery for both patients and healthcare partners.
Sherif El Zeiny, Board Member and Vice President of IDH, highlighted that Salesforce Customer 360 would support the company’s ambitious expansion plans, helping it open new diagnostic centers in existing and emerging markets.
He also pointed out that this transformation would position IDH to integrate innovative technologies like AI, reinforcing its ability to remain competitive in a rapidly evolving industry.
The implementation of Salesforce Customer 360 is being carried out by Cloudzlab, a consultancy firm and Salesforce Platinum Cloud Alliance partner based in Cairo and Dubai.
The platform will empower IDH’s field representatives with live data, allowing better coordination with doctors and improving case management.
Additionally, it will enhance decision-making for management and finance teams by offering greater clarity on financial forecasting, revenue cycles, and growth opportunities.
Frank Defesche, Senior Vice President and General Manager of Life Sciences at Salesforce, praised IDH for successfully unifying its operations through a comprehensive digital platform.
He noted that this transformation not only boosts internal efficiency but also strengthens IDH’s connections with healthcare partners and customers.
Defesche expressed confidence in the collaboration, reaffirming Salesforce’s commitment to supporting IDH’s ongoing digital transformation and AI integration.
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