The healthcare niche has come a long way from decades ago. Lots of aspects of the healthcare market, including consumerism have shot through the roof resulting in higher competition. Today, patients have a variety to choose from and high insurance health plans to service. As such, and to get the much-needed attention, healthcare services need to devise new ways of communication and rules of engagement for their prospects.
And since the work involved is too complex to be perfectly run by an individual (even an expert in the system), CRM systems have been designed to collect information and data, offering insight to imperative and meaningful exchanges with the patients. After all, necessity is the mother of invention. But while this piece of technology is important for communications and having the healthcare business thrive, healthcare organizations need to make the right choice for a CRM vendor.
The vendor selection process can be daunting to an individual who has no clue where to start or what to look for. But with a little guidance and nudge in the right direction, the seemingly dry, rocky and shaky ground turns into a path covered in roses – a simple process. So how does one make a choice of the best CRM?
First, come up with a list of all vendors you feel offer CRM systems with features that your healthcare organisation requires. These features could be in terms of data, technology or ease of training. Just about any feature making communication with potential patients as well as physicians in the competitive niche a breeze.
The next step is to set up an in-house team to evaluate the systems offered by the companies you listed. This team will be responsible for running quick checks and tests on all the CRM systems and conducting interviews (whether phone of physical interviews). Speaking of tests, it is imperative that the team does this onsite. This will help your team to better understand just how the system integrates with the new piece of technology and just how much the healthcare can benefit from the CRM platform after installation.
After the phone interviews, however, you should note than not all vendors that were in the original list are invited. Some have been crossed off the list after failing in the interview stage. Those who do make it on-site should be evaluated even more by the evaluation team as well as individuals who will be working with the CRM directly. Lots of questions should be posed to them regarding data collection, implementation and team structure, management of the account, HIPAA compliance, support and its predictive analytical features. This will not only shine light on just how the CRM is great for the business or just how knowledgeable the vendor is of the system, it also will provide some insight on how they handle the pressure and if they will be able to work with the business day in day out.
Getting a CRM vendor is not a process that should be taken lightly. Clearly, there is more to it than meets the eye. Getting the system, you are not just acquiring a piece of technology for your business but also creating and investing in a solid partnership that with time should experience growth.
After the implementation and training of the CRM, it should perfectly integrate with the organisation’s culture ensuring perfect and effective communication and actively listening to needs to be met.
About the Author:
Kristen Brady is the founder and owner of Kaboom Social Media, your social media marketing and content specialists! Follow her on Twitter: @kb54927