4 Features to Consider When Using CRM Case Management System

  • By Renato Parletta
  • August 6, 2020

Customer relationship management (CRM) is crucial to every business, even to healthcare providers and medical practitioners. It ensures that you can manage interactions and relationships with current and prospective patients in the long run. Therefore, it’s important to have the right CRM case management system that can be scaled to the unique requirements of your practice, while enabling you to keep, organise, and manage all patients and contacts and create tasks in a single place.

As you select a CRM system for your practice, make sure that it has these four essential features:

  1. Full integration with your calendaring and appointment tools – Google Calendar, iCal, and Outlook are just some of the most innovative and advanced calendaring tools you can use to keep your scheduled appointments ready to view from anywhere. That said, make sure that you are using a CRM system that can fully integrate with any calendar app you use. This way, all appointments can still show on your connected devices.
  1. Email and SMS notifications – At times, patients may fail to show up because you failed to confirm their appointment. Other reasons may include simply forgetting about the appointment or simply choosing not to go. This could compromise the progress of their treatment. In that case, you need to make sure that your customer case management system has a feature that can make it easier for you to confirm appointments and remind patients about their schedule with you. That way, you can minimise no-shows and have a more automated way to confirm appointments.
  1. Mobile access – A good CRM case management system comes with a mobile app you can install in your iOS or Android smartphone or tablet so that you can update and review your calendar anytime and anywhere. Just make sure that it is also secure. Look for ISO 27001 certification, multi-factor authentication, and round-the-clock system monitoring and backups.
  1. Reminders – Busy medical practitioners cannot help but forget some appointments or important tasks because they are focused on what they are doing at the moment. So, you may want to consider a customer case management system that can remind you of upcoming tasks and appointments, so you can easily fulfil them and avoid disappointing your patients and staff.