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CRM SOFTWARE FOR HOSPITAL SOUTIONS

As a conservative estimate, Healthcare Services account for approximately 10% of GDP of western nations. This includes payments to hospitals, doctors, nursing homes, diagnostic labs, pharmacy services and manufacturers of medical devices. CRM solutions for Healthcare for the purposes of this document will focus on Hospital Services.

Hospitals utilize the services of doctors, nurses, technicians, and other related specialists in the treatment and management of illness, including efforts to preserve mental and physical wellness. Many Healthcare services are delivered via a centralized health care system, such as Medicare in Canada or the National Health Service in the U.K., while services are delivered via Managed Healthcare Networks such as Health Maintenance Organizations (HMOs) in the United States. Whatever the method of delivery, it is agreed that costs have increased steadily and ways have to be found to better, and more, cost efficiencies in delivering healthcare services.

CRM solutions for such a complex environment, must plan to accommodate the activities of the following stakeholders in Hospital Services delivery: patients and doctors, pharmaceutical companies and druggists, hospitals and insurance providers. Some of the common driving forces for undertaking a CRM solutions in the Healthcare Sector are:

• Cost and spending constrains - The growing proportion of older people and the constant development of new treatments means demand for healthcare is rising. Hospitals can utilize CRM software applications to control costs and more effectively automate operations.
• Patients and system users are educated – People access the Internet to research medical options, and as a result are better educated and more demanding of service levels in health care settings.
• Desire to anticipate the needs and drivers in healthcare delivery to meet patient needs.
• CRM solutions on market - Maturing CRM technologies can deliver cost efficient solutions.

The following table offers a list of possible business lines that can be converted to a CRM service:

Hospital / Patient Care CRM Solutions

Patient CRM Solutions

Billing Services Intake Processing Outpatient Services Patient Care Streamline process for physician credentialing and physician tracking Medical facility profiling – for patient treatment support and transfer Medical school profiling – for recruiting and practice/research information Form generation, rendering and distribution, minimize errors using workflow functions Streamline operations so nursing resources are utilized appropriately Eembed clinical guidelines and protocols for easy reference Monitor incoming calls to determine query patterns Outsourcing of CRM with Service Level Agreements (SLA) to enable organization to focus on healthcare and less on administration in support of physician and nurse / staff retentions Purchasing and inventory control back office tools and partner networking to reduce cost of managing key relationships Deliver Self Help tools for HR, OH&S, and other communications Offer sophisticated search of integrated information holdings and shared calender services to save time

Provide access to information on procedures / medications / symptoms etc. and get routed to proper resources Provide user access to information on disease and pre-disease management and access to corresponding specialist services from the CRM system Provide access to information and services for health risk assessments Prescription benefits Provide information and program access for long term care Provide access to Self Help services for registration and intake. Provide eBilling options for patient and other clients accessing healthcare services.

Salesboom CRM software delivers integrated and synchronized performance across all channels from call center, administration, sales and marketing, pricing, distribution and dealer networks, financial administration,inventory control, and patient/system user profiles to name a few.

Some of the benefits of Salesboom CRM software implementation are:

• Satisfying customer needs and demands
• Enhance risk management activities
• Support and enhance Quality management practices
• Mitigate Increased costs and reduced margins
• Ensure Regulatory compliance

Salesboom CRM software addresses and integrates enterprise requirements from three key areas. Operational, Analytical, and Collaborative. The degree of detail and integration is scalable, and can be modified by users as needed. Salesboom offers solid customer support, training and professional services as needed.

Salesboom CRM Solutions offers customers in the Healthcare Services Sector an opportunity to assess, streamline and improve:

• Operational activities with the automation of basic business processes (marketing, sales, service)
• Methods of analyzing client behaviour and incorporating business, operational and intelligence strategies
• Collaboration with clients on multiple communications channels
• Collaboration between organizational team members with multiple partners to ensure a quality client service experience and follow up
• Front and back end integration (supply chain) including multiple partner sites/systems
• Workflow and assignment processes

Secure CRM Information Exchanges

Information within the system is secure and accessible based on a highly scalable permissions tree. In scaling the access to information on the site, you are able to protect resources appropriately and open up information resources for sharing based on organizational need. Furthermore, there is Audit Trail functionality built into every item into the system. This assures system services that can identify any information changes, access and sharing activities (and the owners) on the system. You can access Audit information at any time for review and reporting purposes and to demonstrate due diligence in adherence to legal, financial and medical regulations common in the Healthcare Sector.

Continuous Improvement

Salesboom CRM software offers a highly scalable solution for Hospital Services that embrace continuous improvement strategies. It is possible to identify and schedule process changes without downtime or user overload. In acquiring the Salesboom flexible CRM software you step away from the constraints of fixed solutions. Salesboom offers support for rapid configuration of the system, integrating existing systems and processes as needed. With Salesboom CRM software you acquire the capacity to provide the following supports with a continuous improvement model or you can implement them on roll-out. Salesboom CRM is as flexible as your organization needs to be.

Consider the opportunities for improvement in the following:

• Capture how your customers define quality, and design corresponding service strategy
• Managing and scheduling follow-up sales calls
• Track customer contact in system so all sources and types of contact are included and viewable by system users
• Online billing and pricing services
• User-friendly mechanisms to register customer complaints
• Self service tools
• Product use/information/technical assistance 24/7
• Recognize and address potential problems quickly
• Identify and addressing service deficiencies
• Track customer interests and personalize product offerings
• Collaborative customization or real-time customization
• Managing and scheduling maintenance, repair, and on-going support
• Integrate cross-functional systems

Regulatory Compliance

Salesboom CRM software facilitates organizations in the Healthcare Sector to meet evolving and stringent protocols from a variety of regulatory agencies tracking activities within the sector. These include Environmental, Occupational Safety and Health Administration (OSHA) and the Food & Drug Administrations, and various protocols such as Emergency Protocol, Resuscitation Protocols, Research Protocols, and Services Protocols,Patient Rights, Organ and Tissue procurement, etc., to avoid errors , and potential legal action.

ROI

Salesboom CRM implementation guarantees cost containment through streamline production and distribution operations using front and back end tools as part of standard software offerings. Guaranteed visibility across all areas from finance to manufacturing and across the supply chain are possible within exceedingly generous timeframes.

Professional Services - CRM Custom Solutions

Salesboom offers software and Professional Services that address specific requirements for the public and non-profit sectors and delivers on demand solutions that automate helathcare processes on time and within budget while factoring in regulatory constraints.

Salesboom has evolved solid solutions based on dialog and responsiveness to customer needs. Salesboom offers a stable, scalable software solution with a successful deployment based on support and flexibility of our stand-alone and custom integrated CRM Solutions for Enterprise Resource Planning (ERP) and support and training services offered as part of our implementation.

Salesboom CRM will deploy a solution that enhances services and processes so you can achieve positive ROI in as short a time as possible:

• Software Solution – our team will help develop CRM plan, strategic placement and requirements development
• Identify and automate business processes
• Software and/or process customization
• Integration of CRM Software (with existing software)
• Cleanse/Import Data
• Reporting on implementation/deployment
• Professional Training Services and Support Services

The Salesboom Platform:

• Web Services with Service Oriented Architecture (SOA)
• Optional Customization - Capacity for user or professional customization and is fully extensible
• Development and Integration - Web Services API and AJAX / COMET controls are system standards.
• Cost control - costs are contained because the platform is proven both flexible and stable
• Partner Networks - An extensive partner network of over 125 different solutions providers
• Legacy - Salesboom has an API that facilitates integration for web based CRM/ERP solutions with existing front and back office systems.

Salesboom On Demand hosted CRM, web-based SFA and ERP Software Industry Solutions:
Aerospace Defense	Financial Services - Insurance
Automotive	Government Services
Call Centres	Hospital
Chemical	Hospitality
Clinical Practice	Manufacturing
Clinical Research	Pharmaceuticals
Communications	Retail
Consumer Goods	Staffing
Electronics	Transportation
Energy	Travel
Finacial Services - Banking