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Why is this essential? It springs from the eternal truth that the more you know your patients, the better you can respond to their current needs and predict what their future needs may be as well. The Health Care sector is now opting for Customer Relationship Management (CRM) in its daily application. CRM Health Care consists of a wide array of software products that help healthcare organizations to maintain excellent relationships with their clients. CRM enables the health care industry to get essential customer information and use it as efficiently as possible. CRM thus enables the health care sector to improve patient health, increase patient loyalty and patient retention and add new services as well. The CRM Health Care Services include strategic planning, communication services, consulting services, CRM for physicians, Campaign management, Database construction, predictive segmentation, and communications strategies.
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Business intelligent Solutions
Presenter: Trushit Buch Business development AquaOrange Thailand www.Aquacrmsoftware.com
Integrated into a business productivity infrastructureBuilt on a trusted & extensible platform
AquaOrange Vision & StrategyDemocratizing Business Intelligence
Improving organizations by providing business insights to all employees leading to
better, faster, more relevant decisions
Fierce Competition Changing Environment High Expectations of Customers Customer has varieties of options Excess of supply
Market Trends
“People buy when they are ready to buy”
Healthcare Marketing is Changing
Hospitals are very competitive. Hospitals are moving from mass advertising to
targeted direct marketing. Different offers, creative and techniques are
used in direct mail to attract prospects to the facility.
Hospitals are developing “customer outreach” databases and are using traditional direct marketing techniques.
Healthcare marketing isconsumer marketing Patient acquisition: How do I get more
patients coming to my facilities? Patient retention: How do I get my patients
continuing to use my facilities? Patient “winback”: How do I bring back
patients who haven’t using my facilities for some period of time?
New Movers: How do I attract prospective patients in my facility’s footprint?
In addition to providing quality care, healthcare organizations continue to search for ways to increase patient satisfaction and assist patients in proactively managing their overall health.
This is one reason why healthcare organizations are looking at how to leverage customer relationship management (CRM) applications to help their patients better plan and manage their healthcare interactions, costs, and benefits.
Not only do patients want more visibility into their healthcare, but providers need better integration of their systems for administrative and patient interaction to coordinate patient care, services, and delivery.
Patient Satisfaction is a Top Concern
Sponsored by Cisco
Top Business Issues Facing Healthcare(2008 vs. 2007 Results) Figure 8
45%
20%
38%
31%
55%
52%
69%
26%
28%
30%
33%
34%
36%
43%
56%
Increasing Need for Healthcare Services
Creating New Revenue Sources
Government Regulation or Compliance Issues
Adoption of New Technology
Demand for Capital
Patient (Customer) Satisfaction
Medicare Cutbacks
Improving Quality of Care
2007 Responses 2008 Responses
N/A
http://www.himss.org/2008Survey/healthcareCIO_final.asp
Multiple System Nightmare
Today's Reality for Most Organizations
DifficultTo Use
Fragmented
Inflexible
Departmental
Costly
“Foreign” tools inhibit adoption and use
Functionality split across multiple tools
Rigid and unable to change with the business
Narrowly deployed without a complete view
Too costly for broad deployment
AquaCRM for Healthcare industry.
CRM: stands for Customer Relationship Management.
Process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them.
The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.
How AquaOrange helps you …
Healthcare Focus Areas
Efficient Outreach
Effective Case Coordination
Flexible Case Management
Community Outreach ◦ Community Health Education◦ Services Outreach/Promotion◦ Patient 360° View◦ Opportunity Management
Case Coordination◦ Patient Information Management (Health
Assistance Hotline, Pre/Post Admission Communication)
◦ Appointment Management◦ Facility Management◦ Provide (Doctors) Information◦ Knowledge Management◦ Referrals Management
Case Management◦ Service Management ◦ Productivity and Online Help◦ Patient Information Management
(Crystal Information)
Relationship Management ◦ Patients, Physicians, Clinicians,
Volunteers, Academic Institutions
Healthcare CRM Scenarios
Healthcare Outreach Scenarios
Educate Patients, Develop & Improve Relationships
Improve Patient, Physician and
Community Relations
Educate Patients on Health and Wellness
Promote Service Offerings
Targeted group/ Campaign
Drive Fast and Effective Marketing
A new campaign is budgeted, approved,
targeted, and executed to your target audience
Campaign responsesare captured;
performance is measuredfor evaluation
Case Coordination◦ Patient Information
Management (Health Assistance Hotline, Pre/Post Admission Communication)
◦ Appointment Management◦ Facility Management◦ Provide (Doctors) Information◦ Knowledge Management◦ Referrals Management
Healthcare CRM Scenarios
Coordinate Patient Activities Between Clinicians, Departments and Healthcare Organizations
Effective Communication
among Health Care Team
Post Admission Instructions / Follow-
UpPre Admission Information and
Instructions
Referrals – Home Health, Long Term Care,
Hospice
Healthcare Case Coordination Scenarios
Case Management◦ Service Management ◦ Productivity and Online Help◦ Patient Information
Management (Crystal Information)
◦ Meet an individual's health needs through communication and available resources to promote quality cost-effective outcomes.
Healthcare CRM Scenarios
Healthcare Case ManagementScenarios
Manage Chronically ill Patients to Improve Health & Well Being
Automate/Effective Communication
Priority Setting / Patient Safety
Proactive Patient Management
Collaborate Information
Relationship Management ◦ Patients, Physicians,
Clinicians, Volunteers, Academic Institutions
Healthcare CRM Scenarios
View key performance indicators (KPI), such as revenues per department
Spot and respond to trends quickly
Quickly Identify process improvement opportunities
Comprehensive business intelligence
Increased Revenue• Improve Customer Retention• Attract New Customers• Up Sell – Cross Sell
Decreased Costs• Automate Tasks• Improve Campaign Efficiency • Improve Forecast Accuracy and Timeliness
Intangibles• Increase Customer Satisfaction• Improve Product and Pricing Models• Increase Knowledge Retention• Differentiate yourself in the Marketplace• Increase your Understanding of your Customers
Benefits of using AquaCRM
AquaCRM by AquaOrange
Mike Snyder – Principal
Fits Your People The right user experience for every user role
AquaOrange Delivers AquaCRM That…
Fits Your Organization Configures quickly to meet your specific needs
Fits Your Environment Deploys quickly and integrates existing assets
Actionable Analytics
AquaCRMManageabilityFlexibilityUsability
“We need a solution that is easily managed by our already constrained IT
resources.”
“We need a solution that adapts to fit our organizations
needs.”
“We need a solution that helps make our jobs easier – not
harder.”
Performance and Scalability
Helping you in a Down Economy
Access and gain insight from corporate data to make the right decisions.
Dashboards and Reports Pre-built reports to quickly analyze trends and ROI on referrals Quickly convert reports in Dashboard to monitor KPI for relationship management activities and ROI.
Monitor and analyze corporate performance to take action where necessary.
Share business data with colleagues in a secure and central manner to ensure accuracy.
Empower employees to make smarter, faster, more relevant decisions
AquaCRM is your Solution …
So you can drive business performance throughout your organization.