WHITE PAPER
CRM And Digital Transformation
A ROADMAP FOR IMPROVED CONSUMER EXPERIENCES IN HEALTHCARE
Healthcare is in the early stages of a multi-year digital transformation journey. Over the past few years, leading health systems have significantly invested in telehealth, digital front doors, virtual care programs, and Customer Relationship Management (CRM). Driven by growing consumerism, increased workloads, and an acute labor shortage, healthcare enterprises are looking to harness their technology investments to improve experiences, enhance productivity, and drive better outcomes for their patient and member populations.
Patient and consumer expectations for digital engagement have changed significantly over the past few years, as has the patient-physician relationship in a technology-enabled healthcare services model. Empowered by online information and social media help groups, and advanced CRM systems, patients are now taking the central stage in managing their healthcare. Healthcare providers are redesigning workflows for a hybrid care model, using online and in-person encounters in synchronous and asynchronous modes. They often use a multichannel communication strategy leveraging audio, video, SMS, chat, and other modes of contact.
The competitive landscape, especially in primary care, requires healthcare incumbents to compete with a variety of new entrants, from nimble VC-funded startups to big tech firms such as Amazon. In this context, the notion of customer relationship management, or CRM, has gained ground in the past few years. While CRM has been around for a couple of decades in traditional consumer-oriented sectors such as retailing, hospitality, and banking, it has been slow to come to healthcare. The reasons include a lack of a true “consumer” focus, the absence of competition, and the dominance of employer-based insurance in a fee-for service reimbursement model.
Damo’s research on CRM implementations in healthcare indicates that a large number of healthcare enterprises have launched or implemented a CRM program. Early implementations in large healthcare organizations have been stand-alone campaign automation tools for mass mailers or scheduling appointments. The next phase of CRM implementations is seeing the integration of CRM systems and EHR to drive population health and patient engagement use cases.
Download this white paper to learn:
- The power of CRM and digital transformation in improving patient engagement and healthcare outcomes
- The importance of unified consumer data strategy and integration with EHR
- Insights from a real-world case study on Geisinger Health System’s CRM journey
- Key success factors for implementing a healthcare CRM program.
- How CRM supports patient/member engagement and care coordination.
- The role of CRM and digital transformation in enhancing operational efficiency and resource optimization.
- Strategies for technology and vendor selection in CRM implementation.
Key Sections:
- Healthcare CRM: What Is It, and How Is It Different?
- Key Success Factors for CRM Implementation.
- CRM In Patient/Member Engagement.
- Geisinger Health Case Study: CRM Strategy & Roadmap.
Who Should Read this White Paper:
- Healthcare executives looking to enhance patient engagement.
- IT leaders aiming to integrate CRM with existing healthcare systems.
- Digital transformation professionals in the healthcare sector.
- Marketing and patient experience teams within healthcare organizations.
“We had the need for a seasoned consulting firm who
could assist with the rollout and deployment of our digital strategy. Damo brought forth a unique blend of project management, leadership and demonstrated expertise in all things digital. Their contribution to our CRM strategy, in particular, has been significant.”
- John Kravitz
CIO, Geisinger Health System
Get Started: Ready to transform your healthcare organization with CRM? Download the White Paper now and start your journey towards improved patient experiences and operational excellence.
Contact Us: For more information, write to us at info@damoconsulting.net
