Customer Relationship Management or CRM is an important aspect of healthcare services, yet many professionals fail to practice good customer service. The good news is that there are CRM case management systems available. Using this technology, hospitals, clinics, and healthcare providers can improve their customer satisfaction.
Statistics show a significant decline in customer retention in the healthcare industry. Many patients who switch to other doctors say that their decision is due to customer service experiences with their previous provider. This is why experts came in and developed CRM case management systems.
Do note that CRM programs available in the market are not all the same. To choose the best one, you need to identify the right features that will be helpful for your practice and meet your organisation’s needs. Here are some of the essential features that you may want to consider:
Appointment setting and SMS reminders
Customer service starts right from the time patient requests an appointment. A good CRM case management system lets you handle appointment setting as well as manage day-to-day schedule with ease. To reduce no shows, systems give you the option to send SMS and email reminders to patients as well as to therapists, or doctors involved in the care.
Safe and secure database
Patients trust you with confidential information about their health. It is your duty as a healthcare provider to maintain the confidentiality of their private information. Cloud-based CRM case management system is seen to be a safer choice because it reduces the risk of accidentally deleting or losing patient records. Because data is saved in cloud and not in the local computer, unauthorized access can also be prevented.
Automated workflow management tools
CRM management software helps you streamline your workflow so that you can complete tasks faster yet effectively. Patients often equate efficient processes as good customer service. They like it when they don’t have to spend hours in the waiting room to meet their therapists, or fill out forms multiple times.