Learn How Memorial Hermann is Using Microsoft Dynamics CRM for Customer Engagement
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Microsoft Dynamics CRM for Customer Engagement
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The presentation will discuss key components of Memorial Hermann’s deployed CRM solution: Community outreach for potential patients to attract and track their interactions with the hospital, and to ultimately obtain more patients Specialty group on-boarding process to automate the method of bringing rehab patients into the system for both inpatient and outpatient tracking Call center technology replacement from an older stand-alone system to a connected CRM system, allowing the hospital to track inquiries concerning events and patient referrals via the phone and online
Transcript of Learn How Memorial Hermann is Using Microsoft Dynamics CRM for Customer Engagement
Microsoft Dynamics CRM for Customer Engagement
Perficient is a leading information technology consulting firm serving clients throughout North
America.
We help clients implement business-driven technology solutions that integrate business processes,
improve worker productivity, increase customer loyalty and create a more agile enterprise to better
respond to new business opportunities.
About Perficient
• Founded in 1997• Public, NASDAQ: PRFT• 2012 revenue of $327 million• Major market locations throughout North America
• Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, Northern California, Philadelphia, Southern California, St. Louis and Toronto
• Global delivery centers in China, Europe and India• ~2,000 colleagues• Dedicated solution practices• ~85% repeat business rate • Alliance partnerships with major technology vendors• Multiple vendor/industry technology and growth awards
Perficient Profile
Business Solutions• Business Intelligence• Business Process Management• Customer Experience and CRM• Enterprise Performance Management• Enterprise Resource Planning• Experience Design (XD)• Management Consulting
Technology Solutions• Business Integration/SOA• Cloud Services• Commerce• Content Management• Custom Application Development• Education• Information Management• Mobile Platforms• Platform Integration• Portal & Social
Our Solutions Expertise
Our Microsoft Practice
National Practice• Certified Consultants Across the Country• Specialize in sophisticated implementations• CRM Industry thought leadership• Integrations, Upgrades, and Enterprise Implementations• Mobile, Social and Interactions are key areas of specialty• Expertise in xRM solutions for Line of Business Applications• Strong industry expertise: financial services, professional services and
healthcare• CRM 2013 pre-Release TAP program member (both CRM online and on-
premises)
A Microsoft Dynamics CRM Certified Partner
Speakers
Robert FitzerMicrosoft Dynamics CRM Practice Leader| Perficient, Inc. @RobertFitzer
Kevin KellyManager, Online Marketing| Memorial Hermann Healthhttp://www.memorialhermann.org
Agenda
• About Perficient• What is CRM• Connected Health• On-Boarding• Outreach• Round Robin• Memorial Hermann Success• Questions
The Power of Choice
Salesforce Automation
Marketing Management
Customer Care
Extended CRM (xRM)
Mobile & Tablet
Internal Social
Sales Intelligence
What is Connected Health?
Connected Health is a model for healthcare delivery that uses technology to provide healthcare remotely.
Connected Health aims to maximize healthcare resources and provide increased, flexible opportunities for consumers to engage with clinicians and better self-manage their care.
Connected Health uses technology to deliver patient care outside of the traditional care setting.
Why Connected Health?
Healthcare leaders continue to face demands for cost control while also demonstrating improvements in quality that make care more patient-centric.
If healthcare organizations are to manage, evaluate and transform healthcare delivery under radically evolving market conditions, then IT solutions are more essential than ever before.
The goal is to have all stakeholders work to better coordinate care for patients and members, making it easier to deliver high-quality care while spending investment dollars wisely.
Microsoft Dynamics x/CRM can:• Patient On-Boarding Process• Outreach Program Management• Round Robin Patient Acquisition Generation
Key Objectives
Relationship roles track the relationship between patients and staff.
Relationships Between Patients & Physicians
Outreach campaigns can be created to inform patients of upcoming events and
services.
Outreach Programs
Lists can be uploaded to any third party marketing tool.
Two Way Email Integration
Contact Us Process
Staff can create cases to help with referrals to doctors.
Create a Case
Round Robin Referral Process
CRM in the Cloud for Healthcare
Microsoft will sign BAA for HIPPA Compliance on behalf of Client - one of the only to do so.
Read more about it here
Memorial Hermann Success
• Top 15 large Hospital in the US• #1 Employer in Houston
Implementation in Process140 Users roll-out on CRM 2011 on-premisesRehab, Marketing and Customer Care
FutureInsurance and Home-Health
The Past
Patient On-Boarding Process: The Future
Microsoft Dynamics x/CRM can:• Improve Community Relations• Increase Client Satisfaction• Be Proactive and Interactive with Clients
Key Takeaways
Questions?
Our Microsoft blogblogs.perficient.com/microsoft
Win an Xbox OnePerficient.com/SharePointXbox
Memorial Hermann Case Studybit.ly/184wtN5
Webinar12/4Using SharePoint & Social Solutions to Drive Employee Engagement bit.ly/19dYtYa
Discuss your CRM needsSchedule a meeting,email [email protected]
Connect with Perficient
Thank you for your timeand attention today.
Please visit us at Perficient.com
