Customized CRM Solution for Healthcare Services Provider

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Introduction

Project Overview

The Healthcare Services Provider is a renowned name for their exceptional patient care and personalized attention.

They believe in customer-centric healthcare, focusing on affordability and patient satisfaction to meet the healthcare needs of their patients.

Challenges

The client needed an integrated healthcare experience for their patients, employees, and care providers.
They were relying on manual processes and spreadsheets to record marketing leads, patient surveys, and appointment schedules which was overwhelming for their employees and prone to errors.
The client realized the need for a CRM solution that could help them capture and track marketing leads, run successful campaigns, allow hassle-free appointment scheduling, and automate post-appointment communication.
Without a centralized platform, managing patient data and keeping it updated was difficult for the client. They needed a seamless flow of information between their existing EMR and the new CRM solution to have a complete patient view for their healthcare providers.
To ensure the CRM solution met their exact business requirements, the client wanted their CRM partners to work closely with them to scrutinize the ongoing workflow and provide constructive recommendations.
The client emphasized the importance of considering significant customization, automation, and integration requirements during the implementation process.

Solutions

TIS worked closely with the client and their different business teams to understand their work process and outline development and implementation strategies.
After careful consideration, the team implemented a customized Salesforce® CRM solution that harmonizes with the client’s every automation need and functional requirement.
The CRM seamlessly integrates with the client’s existing EMR, enabling healthcare providers to access a single view of patient data.
The CRM implementation helped automate important business processes, reduce human interventions, and improve customer satisfaction.
The careful segregation of user access ensures data privacy and compliance with HIPAA regulations.
The client can now easily run marketing campaigns, schedule appointments, manage enrollments, and run post-appointment surveys all through a single platform.
TIS’s team enabled computer telephony integration (CTI) for an integrated and coordinated calling experience, maximizing efficiency and measuring key performance indicators such as first-call resolutions and dropped-call percentages.
An SMS gateway integration was also done to facilitate offline post-appointment surveys for patients.

Results

The CRM solution implementation brought about positive changes for the client, including improved lead management and enrollment closure with streamlined campaign management.
The single view of patient data provided by the CRM solution enabled easy collaboration for healthcare teams, leading to better patient care.
The hassle-free appointment scheduling and faster access to services facilitated by the CRM solution resulted in improved customer experience and satisfaction.
The CTI integration resulted in a highly efficient calling and support process for the client.
The automated processes implemented through the CRM solution increased operational efficiency and eliminated errors.
The post-appointment surveys and feedback facilitated by the CRM solution helped the client provide better customer service and retention.

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