Objective: A CRM (Customer Relationship Management) solution that helps facilitate online to set up appointments for patients at Matrika Hospital.

Problem: A lack of automated systems for CRM (Customer Relationship Management) and also, an aversion to the use of technology by the administration.

1. Problem Solution

We needed something that could reduce errors, improve customer loyalty and satisfaction, and reduce maintenance costs? 

  • We started by finding the right healthcare CRM software best suited for the scale and the kind of patients being treated at the hospital.
  • We used this software to weave together multiple sources of data (consumer and patient demographics, psychographics, social, behavioral, clinical, financial, website, call center, provider credentialing, etc.) to provide a comprehensive view into patient habits and activities. The primary goal of this was  to engage, acquire, and retain patients.
  • We proceeded by developing a Call/contact/engagement center functionality to truly provide a unified patient experience.
  • We developed the following modules to make the use of this technology much easier for the staff.

2. Communication module

This module had features to schedule, initiate, and track interactions with patients. It also includes functionality to set reminders and schedule and confirm appointments automatically.

3. Task management module

This module allowed staff to add tasks, assign them to people, view and update them, and track their progress, deadlines, priorities, and completion.

4. Report module

This module allows them to generate and customize various reports, such as reports that track ROI for campaigns or reports on the average number of patient no-shows.

5. Patient management module

This module allows staff to add or update patient records, segment patients to target groups based on conditions, and effectively communicate with patients. This also adds to the quality of medical services provided by the hospital as it creates a historical medical roadmap of every patient in the database. 

6. Results

The hospital has been able to significantly reduce human errors and cost of training and employee turnover. They welcome 500 patients every month as opposed to 50 patients before the implementation of this solution.