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Using Customer Relationship Management (CRM) to Address Patient Needs

by: Chad Campbell Client Support

Customer relationship management (CRM) software is used to provide a 360-degree view of your customer. It offers an organization the ability to overcome disparate systems, disjointed departmental processes and questionable quality of data. A CRM system will help your organization build deeper relationships with patients and ensure satisfaction with care and long-term loyalty to your organization.

How Will This Help My Organization?

Hospitals and healthcare organizations use CRM as a solution to evolving digital needs and increased competition within the industry. CRM software manages patient and client data and can segment patients and leads to allow for targeted campaigns. It can give providers the tools they need to acquire new patients, nurture leads and referrals, retain existing patients, and provide the best customer service, uninterrupted care, and streamlined healthcare processes and practices.

CRM software can be used across all channels to increase loyalty, lower costs and reveal unique opportunities for individual patients regarding health issues, risk factors, and life events. It will help you streamline your provider selections, provide uninterrupted care between facilities, encourage preventative care, manage costs, and deepen patient-physician relationships. CRM software will allow you an evidence-based approach to creating new campaigns and understanding patient needs.

Understanding Your Needs

It is important to understand first that all organizations within the healthcare industry have unique patients, individualized needs and distinct resources and opportunities. Understanding your current customer interaction process is integral before moving forward with any CRM software decisions. Identify your long-term and short-term goals, determine your key performance indicators, and adopt an outcomes-based approach.

Let’s Consider the Following

  • Do you have the resources available to manage and maintain your CRM software?
  • What existing CRM software do you have in place right now?
  • What are your budgetary restrictions?
  • What are the key performance indicators for your organization’s goals?
  • Do you have the internal bandwidth to manage a phased implementation/adoption over time?
  • How many internal users will need to access your CRM software?
  • What pain points do you want CRM to address, solve and optimize?
  • What other software and technology integrations need to happen with your CRM software?

Business First, Solutions Second

As your organization gets ready to move forward with your new or improved CRM application, start developing a strategy that takes into consideration your current processes and areas for opportunities. Take note of industry best practices and search for ways to reduce internal bottlenecks, improve organizational strategies and gain C-suite approvals. Factor in projected ROI goals needs from disparate systems and necessary reporting insights. As you learn the value of your CRM software, take into consideration day-to-day operations, technical resources, and overall project management.

Need Help?

Contact us today to learn how SilverTech can help your healthcare organization define a CRM utilization and implementation strategy and understand valuable insights based on the data you acquire and retain.