Microsoft Dynamics CRM HealthCare Provider Framework

Need for Healthcare CRM

Solution Overview

User Stories/Product Demo

About Us

Need for Healthcare Provider CRM

Analyze sales activities to

improve overall Sales

Effectiveness

Visibility of Mktg. Efforts

(CMEs, OPDs, Camps) and

their Effectiveness

Effective patient

segmentation for

focused campaigns

Chronic Disease

Management

Timely response and

follow ups for

international prospects

Improved Post

Discharge Follow-Ups

Eficient call centre

operations

Single consolidated view

of Patients, Doctors &

Corporates from

disparate data sources

Automate/Remove

NVAs to improve overall

process efficiency

In Person Pursue, Convince, Manage relationship, EvaluateSales

Phone, Email, Social Media, Portal

On-Boarding, Information, Queries, ComplaintsCustomer Service

In Person, Email, Mail, Phone

Registration, SettlementsBusiness Office

Print Media, Television, Offers, Hoardings,

Mobile, Communities,

Understand, Brand, Market (Collaterals, CMEs, OPDs, Media)

Marketing

SalesSelect, Evaluate, Manage Relationship

Phone, Email, In Person

Operations Registrations, Payments, Claims, Settlements

Email, Mail, Portal

Customer Service Logistics Partner, PortalOn-Boarding, Queries, Complaints, Service Requests

Marketing Phone, EmailSchemes/ Campaign /Facilities Information, Brand

Extended Reach

HCF’s

Referral Doctors

Consultation & Referrals

Ho

spital

Patients

Tou

ch P

oin

ts

Feedback

Dir

ect

Bu

sin

ess

Fun

ctio

ns

Bu

sin

ess

Fun

ctio

ns

Par

tner

To

uch

Po

ints

Corporates Enroll

AutomateTrack

Plan OPD

Qualify Leads

Admit & Treat Patient

Collaborate with other

DepartmentsRun Campaigns

Conduct Discussions

Involve Doctor/ Logistics

Provide QuoteAgree & convert

Analyze

Illu

stra

tio

n:

Inte

rnat

ion

al

Pat

ien

ts

Patient Feedback

Post-Discharge Follow-Ups

Conduct & Generate Leads

BuildRemind

Solution Overview

Referral Sales Management

Marketing Programs

Patient Care and Services

International Sales Management

(Medical Tourism)

Corporate Sales Management

Ref

erra

l Sal

es M

anag

emen

t Territory and Sales Hierarchy Definition

GP CoverageSales Goals and KPI

Definition

GP Lead Management

GP Profiling and Categorization

Analysis For Tour Plan Creation

Tour Plan Creation Tour Plan Approval Visits Update

Referral Patient Tagging Process

Referral Revenue Trend Analysis

Sales Performance Analysis

Inte

rnat

ion

al S

ales

Man

agem

ent

HCF Empanelment Process

Query Capture from Multiple

SourcesLead Management

Qualification of Leads to

Opportunities

Associating International

Patients with HCFs

Getting Medical Records from

Patient

Gathering Other Services

Requirements

Communication with Internal Doctors and

Quote Creation

Follow Ups with Patients

Patient Arrival Management

Post Discharge Patient Care and

Reminders

International Sales Performance

Analysis

Co

rpo

rate

Sal

es M

anag

emen

t Corporate Categorization –

PSUs, TPAs, Institutions

Territory, Sales Hierarchy and Goals

Definition

Corporate Lead and Opportunity

Management

Corporate Profiling and Categorization

Corporate Key Contacts

Management

Service of Charge (Packages) Definition

Price List Association

Quote Creation and Revision

Corporate SOC Renewal Process

Associating TAT with each

Corporates

Corporate Revenue Trend Analysis

Sales Performance Analysis

Mar

keti

ng

Pro

gram

s M

anag

emen

tMarketing

Budgeting, Planning and Categorization

Media Planning and Collateral

Management

CMEs, OPDs, Events, Camps,

Digital Campaigns

Segmentation of –Patients /

Corporates / Doctors / GPs

Program Objective Definition and

Creation

Program Activity Distribution

Programs Communication –bulk Email / SMS

Digital Asset Management

Programs Outsourced-Vendor

Tracking

Program Execution Program’s ROI

Analysis

Program Performance

Report

Pati

ent

Car

e an

d S

ervi

ces

Patient Care at Multiple Sources –

Contact Center, Social, Feedback

Knowledge Base Articles

Agents’ Call Scripts

Call Categorization SLA / TAT DefinitionAgents’

Performance Analysis

Acknowledgment of Posts in Social

MediaSentiment Analysis

Response within defined TAT

Patient Feedback During Stay and Post Discharge

Personalized Reminders to

Chronic Disease Patients

Vaccination Reminders to

Patients

HIS

E-HR

PACS

Website

Financial System

INTE

GR

ATI

ON

–ST

AG

ING

DA

TAB

ASE

INTE

GR

ATI

ON

–A

PI /

WEB

SER

VIC

ES

User Stories/Product Demo

Sales Head: Setu

Sales Rep: Biplav

Physician 2: Dr. AK

Choudhary

Physician 1: Dr. Akshay

Khanna

Patient 1: Ms. Smita

Bansal

Patient 2: Ms. Diya

Child 1: Ms. Aadya

Child 2: Master Shivay

Marketing Executive:

Neha

International patient: Nuzhat Tarique

Marketing Head:Rajiv

Convinces Dr. Khanna to get empanelled

Relationship Meeting

MS CRM

Analyzes his activity plan and performs his calls for the day

Sales Rep starting his daily activities

Tanvi is doing fine in Cardio

X Biplav is low in Cardio

Consolidated Revenue Numbers are good

Good cash-credit ratio Doctors coverage is good Top 10 doctors are providing

consistent businessX Cardiology as a specialty is

lagging behind

Review of Biplav’sactivities

Revision of marketing activities in Biplav’sterritory

MS CRM

Does the initial diagnosis Feels the need for specialist

care Asks Ms Smita Bansal to go

to Hospital

Updates Information in CRM - Tagging

MS CRM

HIS

Referral Tagging

Get post discharge survey filled

Create post-discharge activities

Set up reminders Manage queries

MS CRM

Auto emails as per the post-discharge reminders

Auto sms as per the post-discharge reminders

Ms. Smita Bansal gets treatment at the hospital

HIS

Neha plans for Remote Cardio OPD in Jharkhand

Details out Budget/resources required

Sends for Approval

Rajiv Reviews/Approves Plan Provides inputs

Single

view via D

ynam

ics CR

M

Creates a Marketing list from existing patient records

Reviews email template Schedules Email Delivery Communicates with relevant

stakeholders

Leads captured at the camp using a handheld

Campaign Performance Analytics

Campaign Performance Report

Ms. Aadya born to Ms. Diya on due date

Medical conditions are normal

Discharged post recovery Regular medical checks

prescribed

MS CRM

Monthly email reminder for kids with due vaccinations based on DoB

Monthly reminders for due checkups based on Medical conditions

Get procedure quote from orthopedic doctor

Get logistics quote from operations manager

HIS

Register Match against list Conduct knee replacement Prepare case details &

discharge summary

Get post discharge survey filled

Create post-discharge activities

Set up reminders Manage queries

Auto emails as per the post-discharge reminders

Auto email to patient

Nuzhat Tarique wants knee replacement Get details of patient (and campaign)

Understand needs and obtains reports Qualifies patient Collaborates with doctor & logistics Provide quote to customer & close deal

MS CRM

About Us

Business Solutions Provider to Growth Companies since 2000

Headquartered in Delhi/NCR (Noida), branch offices in Noida, Mumbai, Kolkata, Chennai, and Bangalore. International operations in Dubai.

Engaged in Business Consulting, Enterprise Solutions Implementation, Collaboration Solutions and Mobile Applications Development

Centre for Microsoft Dynamics Product Development, Testing & maintenance for Microsoft

Servicing customers across US, Europe, Africa, Middle-East and Asia Pacific

Over 400 customers globally

Proven industry solutions for – Healthcare, Online Travel, Service, Manufacturing (Process, Discrete), EPC, e Commerce and Distribution

MS CRM Online covering sales management, corporate sales management, international sales and patient services, marketing programs management and

patient care management

MS CRM Online covering sales management, corporate sales management, international sales and patient services and marketing programs management

MS CRM On-premise covering Digital & Email Marketing

- CRM Online Implementation:

- Referral sales management

- Corporate sales management

- International sales and patient services

- Marketing programs management

- Patient care management

- 12 hospitals

- 2 million patients

- 50 K referral doctors

- Multiple Integrations: HIS, CTI, PACS, E-HR, Financials, SMS Gateway, Exchange Server

- CRM Online Implementation:

- Referral sales management

- Corporate sales management

- International sales and patient services

- Marketing programs management

- 1 million patients

- 20 K referral doctors

- Multiple Integrations: HIS, NAV, SMS Gateway, Exchange Online

- MS Dynamics Digital & Email Marketing:

- Patient Segmentation

- Email Template Creation

- Email campaigning

- Response Capture & Lead creation

- 3 million patients

- 40 K referral doctors

- Multiple Integrations: HIS, SMS Gateway, Exchange Server

Online Travel

EPC and Real EstateOnline e Commerce

Engineer to Order - Manufacturing

A few Large Flagship Customers

Rollouts across 22 countries

Rollout across 63 branches and 1000+ users

Rollout across 20 countries

Rollout across 200 dealers

Rollout across 35 dealers

Localization of NAV and AX for India, APAC, Western Europe and Sustained Engineering globally

1200 users across 22 locations

Alice: Nobody ever tells us to study the right things we do. We’re only supposed to learn from the wrong things. But we are permitted to study the right things other people do. And sometimes we’re even told to copy them.

Mad Hatter: That’s cheating!

Alice: You’re quite right, Mr. Hatter. I do live in a topsy-turvy world. It seems like I have to do something wrong first, in order to learn from what not to do. And then, by not doing what I’m not supposed to do, perhaps I’ll be right. But I’d rather be right the first time, wouldn’t you?

Rapid

Implementation

Methodology

Industry specific

Process Repository

Industry specific

Solution Template

Extensive

Experience in

Enterprise

Integrations

Focus on MS CRM

http://th05.deviantart.net/fs19/200H/f/2007/258/b/c/Alice_and_Hatter__It__s_Broken_by_Smitkins.jpg

Ince

pti

on

Sharing existing healthcare solution framework

Requirements finalization

Integration points finalization

Co

nce

pti

on

Update Requirements Document & Prototype

FRD & Prototype Review and Sign-Off

Co

nst

ruct

ion

System Configuration

Custom Business Documents/Reports

Test Data Preparation

Data Migration & System Testing

Integration

Sharing of healthcare framework test scenarios

Rea

lizat

ion

Key User Training

UAT

Pre Go-Live Workshop

Cut-over & Go-Live

Elab

ora

tio

n

Post Go-Live handholding & support

Change Requests

P4.

0: S

ales

Sale

s Te

am

P4.1 Lead Management

P4.2 Opportunity Management

Determine if opportunity is

closed won

Opportunity status?

Lost

Won

On Hold

Input process: P3.7.2.1

Camps P3.7.2.2

Outreach program

P3.7.2.3 CME

P3.7.2.4 Seminars

Inputs: Database

Reports

Conditional input: Client inquiry

(International Lead Management)

Output: Qualified

Lead

Inputs: Legal department

feedback Admin feedback &

Quotes Doctor s feedback &

Quotes

P3.

0: M

arke

tin

g

Mar

keti

ng

Team

P3.1 Perform market analysis

P3.2 Evaluate market

opportunities

P3.3 Define pricing strategy

P3.5 Plan promotional activity

P3.6 Plan promotional budget

P3.7 Execute & manage Marketing

Plans

P3.4 Define & Manage channel

strategy

Output: Target s profile Business plan for new service(if

approved) List of services for marketing

Input process: NoAd Hoc input: Senior

management input

Input process: NoOther input: Corporate

strategy (annual)

Input process:

NoOther inputs:

Business st rategy

Service line strategy

Senior management feedback

Market ideas

Channel feedback

Sales feedback

Previous campaign feedback

Output: Developed/

updated pricing strategy

Output: Annual

calendar for promotional activities

Output: Planned

annual budget

Input process: NoIntermediate input: Senior management input Channel feedback Operations department feedback Sales feedback

Output: Customer

exposure

Output: Market

Intelligence

Information

Inputs Request for

research Secondary

data

Output: Channels for

target

segments

Input process: NoConditional input: Request from

sales team

Detailed Activity level process flows

Standard BPMN 2 notation for ease of understanding and

changes

Incorporating leading industry

practices

In line with the Healthcare Provider

Solution Framework

43 Custom Entities

84 Workflows

10 Dialogues13 Business

Process Flows

For more details contact:Biplav Sarkar

bksarkar@alletec.com