The employment of healthcare CRM has seen an upward trend in the past few years, especially during and after the pandemic. The end-consumers and service providers have now understood the importance of the quality which a CRM provides. Therefore the market valuation of the software has also witnessed an immense upsurge. In this article, we are going to discuss the basics of CRM (Customer Relationship Management) software for the healthcare industry. And also we’ll assess a study that will help you to choose the best application for your business.
The Meaning of CRM in Healthcare Industry
The basic idea behind healthcare CRM software is just like any other customer relationship management software i.e. to efficiently manage the contacts while nurturing the relationships. However, in this case, in place of customers, we deal with patients which means we need to be more careful. In addition to this, there are some other mandates like report module, communication module, and task management.
So when a patient is fed to the CRM, it keeps track of the medical history, current and previous prescriptions, assigned doctors, appointments, communication history, etc. There are some more advanced CRM that also take care of other aspects of a healthcare system like customer support, sales and marketing for helping medical professionals to spread their practices, and even online reputation or public reputation (PR) management.
In the next section, we’ll evaluate a study conducted by Emergen Research and look at the factors that actually contribute to the immense growth of Healthcare CRM.
Impact of CRM on Healthcare Industry
Back in 2019, the market capitalization of CRM software in Healthcare was nearly $9.90 billion USD and it is forecasted to be $26.35 billion USD by 2027. From 2019 to 2027 the growth rate is supposed to be at a CAGR of 13.8%.
Now you know the numbers, but you might be wondering what could be the reasons for such exponential growth. The research suggests that the growing demand for the automated healthcare workflow, billing processes, and the demand for better customer experience are the three major reasons behind the advancement.
Key features of the Healthcare CRM
These are some of the features due to which businesses are leaning towards a CRM solution.
- Improved end-to-end communication: Undoubtedly, communication between the end-user and the service provider is the ultimate game-changer. Sometimes, you can even lose a customer due to a bad communication channel. Therefore, a CRM makes sure the voice of your customers propagates to you as easily as possible.
- Better service quality to the patients: Now the consumers are demanding high-value services than ever before. And businesses are doing so by adopting CRM which allows them to improve management of clinical records and information, workflows, optimize patient lifespan, and much more.
- Easy deployment and accessibility: Businesses are preferring cloud-based CRM over traditional systems because of some obvious advantages. A cloud CRM is easy to deploy, use, efficient, and more secure. Moreover, large hospital chains that have facilities spread over many places also prefer cloud CRM because, in this way, every system can collaborate with each other.
A few of the top Healthcare CRM software providers include Salesforce, Microsoft Dynamics, Oracle CRM, SugarCRM, etc. However, open-source applications are something nowadays because they provide more freedom and flexibility. And if you also want to try one then you can go for the SuiteCRM.
