A healthcare Customer Relationship Management (CRM) system is a precious tool to maintain timely information about patients; provide quality support, gather valuable insight, and provide expert customer management processes.
CRM in healthcare industry is important. Traditional CRM functionalities seem more focused on marketing and sales. Right? True, but CRMs are created for the specific challenges and methods of healthcare organizations which can offer a lot of benefits.
According to CRMforecast.com, CRM in the healthcare sector will reach a CAGR of around 9%. Many healthcare organizations such as Merck, Easter Seals Bay Area, and many more have leveraged the power of CRM to manage patient’s data, provide the best customer service, and promote connections between general and specialized practices.
Key Features of CRM For Healthcare Industry
CRM in healthcare industry is like a regular CRM, with the main difference being the different functionality required by healthcare providers.
These are the key features to keep in mind when looking for a CRM to support your healthcare needs.
1. Patient Engagement
The Healthcare industry deals with a lot of patients. As building long-term relationships with a targeted audience is important in business, it’s also crucial to maintain patient relationships too.
CRM software in the healthcare sector provides automation to maintain communication with the workers. For example, with custom CRM development, you can schedule bulk email newsletters with updates on your facilities, offers, and industry news.
In your mail list, you can provide health tips to your patients, which makes them realize you care for them to live a healthy life. These are some practices that promote patient engagement.
2. Communication Tools
The primary motive of any healthcare organization is to take care of its patients. They aim to be more patient-centric, assuring that no patient ever gets left out.
CRM software provides a communication tool to make it simpler for staff to be available for the patients whenever they need them. It can also store patient-relevant data to EHR software, including tests, treatments, and providing physicians access to each patient’s history whenever required.
3. Smart Segmentation
The technique to segment incoming appointments and other inquiries allow you to keep everything organized. You can prioritize requests based on location, conditions, physicians, medical history, family records, and other factors. Email texts and chats allow professionals to easily communicate about the same data.
4. Contact Management
Contact management is the backbone of any CRM software. Using CRM in healthcare industry serves as an active tool for developing and maintaining a consistent patient base. It allows you to organize and arrange your various contacts into groups, based on aspects like demographics, medical needs, position in the sales funnel, or any combination you find valuable.
This segmentation allows you to target these patients more efficiently with your marketing and sales materials, improving the chances of them returning to your organization.
5. Practice Management Integration
Integration with a practice management system helps manage the central processes required for running a practice, hospital, or any healthcare organization. It can automate tasks that would take much time to complete, saving your time for other important tasks.
For example, when a patient books an appointment through a patient portal, it can automatically be logged in their CRM profile. This implements an automated record of when the appointment was made, when it occurred, and what it was for.
6. EHR and EMR Integration
Electronic Health Records (EHR) and Electronic Medical Reports (EMR) alliance automate manual processes. EHR and EMR software record medical information instead of administrative information about your patients.
After your patients come in for an appointment, get diagnosed, and receive treatment, that information is logged in an EHR or EMR. With this integration, the data is then recorded in the patient’s profile, giving you a summary of your patients. Using EHR and EMR in CRM also encourages patient engagement.
Reporting is an important part of every CRM system, no matter what the industry is. It’s not easy to prepare manually, implement and review marketing efforts, even for the healthcare industry, but a healthcare CRM helps you maintain and track ROI.
3 CRM Trends In The Healthcare Industry To Look For in 2021
CRM is developing as a top-notch solution that helps healthcare industries to make data-driven decisions to maintain patient data and deliver the best customer services. As we have entered a new decade, some important CRM trends will shake up the healthcare industry in 2021.
1) Artificial Intelligence (AI) Is Going To Rule
According to Statista, it is predicted that in the next five years an additional 394 billion US dollars could be achieved in the healthcare industry in the USA through the adoption of AI. Notably, AI will improve actionable data insights at an individual level.
For example, service-line and procedure scoring, which notifies segmentation and targeting, will result from a rules-based system to a self-learning algorithm. AI will also help CRM merchants provide benchmarks that will help review results.
2) Social And Mobile CRM
Integration of networks of social media and mobile with CRM gives companies insights into their brand perseverance. The mobile and social CRM software boosts your brand awareness and has a direct influence on the sales graph.
3) CRM Extends Across The Consumer Lifecycle
The healthcare industry has now realized the importance of embracing CRM to solve a wider set of business dilemmas across the healthcare consumer journey, thereby increasing consumer lifetime value.
In 2021 and beyond, healthcare providers will master the basics of CRM operations and evolve their strategies to direct new use cases – including relationship marketing workflows for increasing cross-sell opportunities, referrals, and retention which will surely impact both consumer loyalty and program ROI.
To sum it up, CRM in healthcare app development is important to establish consumer relationships. There is a need for pre-planning and executive support to direct the human perspectives of implementation.
For successful implementation, special CRM software and cloud-based CRM systems can be very helpful. Get implemented one from the leading software providers!