how my home doctor used zoho crm to boost patient outreach
TRANSCRIPT
Zoho is user-friendly, which makes a huge
difference
How My Home Doctor used Zoho CRM to boost patient outreach
COMPANY PROFILE
INDUSTRYMedical Care
TYPEB2C
SIZE1-20 employees
COMPANY CRM CRITERIA
Customization Zoho Creator
Pricing
My Home Doctor, provides patients with 24/7, non-emergency medical attention when going to
a doctor’s office is not an option.
With close to 70 advanced registered nurse practitioners and board-certiffied physicians on staff
completing visits throughout the state of Florida, information flow and scheduling can be a challenge.
As business grew, Scheduling Coordinator and Project Manager for My Home Doctor’s Wellness Visit
program, Alex Haynes, knew they needed a way to organize and track the influx of data, so he set
out to find an application to do the data organization for them.
My Home Doctor’s Wellness Visit program provides annual in-home physician visits reminiscent of
the days when doctor house calls were the norm. Haynes manages all of these visits.
“The idea behind My Home Doctor is like the old-world model when doctors only made house calls
to check on patients,” Haynes said. “But we’ve taken that concept and updated it to today’s world of
medicine.”
Haynes and his team receive an annual list of members that includes 16,000 – 20,000 individuals.
“My team (which consists of 5-8 MHD representatives) is responsible for surveying these members to
identify if there are any additional needs they have that are not being met.”
Challenges:
Recently, My Home Doctor’s patient volume began to dramatically increase in conjunction with its in-
creased partnerships with insurance companies. This resulted in an increased number of weekly and
annual visits by physicians meaning a much higher volume of data for Haynes and his team.
This data largely included information regarding tracking leads, contacts, and communication with
those contacts. My Home Doctor was using Google Docs to track and manage the information flow,
but as the data volume increased, Google Docs became increasingly ineflcient.
“Our biggest setback was that we were losing data,” Hayes said. “Google Docs provided the live
stream we needed, but unfortunately, human error often led to information we had gathered either
2 . Customer Testimonials • My Home Doctor zoho.com/crm
accidentally or unwittingly being lost. Not only were we losing information, but we were losing a
tremendous amount of time as well trying to locate lost data. It was a lose-lose scenario and we were
missing out on opportunities for further growth.”
Solution:
Realizing its current data-tracking inefciencies, My Home Doctor began the hunt for a CRM solution.
They sought to establish two distinct accounts to manage data for not only the Wellness Visit
program, but also an additional program to manage information for patients with chronic conditions.
“We were looking for a program that could generate pre-defined reports to help us understand our
data,” Haynes said. “And we wanted a straightforward interface. Something that would be easy to
adopt in both departments.”
Haynes said they looked at several CRMs on the market such as Salesforce and Goldmine, but
neither CRM gave them what they were looking for.
“Our primary concern was finding a month-to-month license,” Haynes said. “Some companies try to
lock you into a contract; however, it’s not uncommon that a particular system doesn’t work out, and if
you have bought-in for a year —it’s the sort of thing people lose their jobs over! So a month-to-month
contract was really important.”
My Home Doctor discovered Zoho CRM after reading a feature in Forbes Magazine. The information
they found sealed the deal for Haynes and his team. “I loved that it was cloud-based CRM,” he said.
“In addition, the flexibility and customization that it offered over other CRMs like Salesforce deffinitely
put us in favor of picking Zoho.
Results:
Once they found the right solution, transitioning to a CRM mindset was easy for Haynes and his team
– even for members who were not tech savvy.
“Zoho is user-friendly, which makes a huge difference,” he said. “I’ve been able to learn it easily and
3 . Customer Testimonials • My Home Doctor zoho.com/crm
train the other people in my office quickly. The simple interface is really what makes this possible.”
“Both of our accounts have noticed a lot more efficiencies since the implementation. For example,
our case managers for chronic patients, rather than running formulas through a spreadsheet, now
have a pre-defined report that spits out all the numbers they need. This saves them a ton of time.”
Furthermore, My Home Doctor has renewed confidence in recording patient data and generating
reports. “Zoho CRM takes the calculations out of the hands of employees. This ensures accuracy and
makes us more comfortable with the numbers we’re recording,” he said.
The most notable shift has been the increase in the overall organization of Haynes’ team. “We’re
averaging maybe 15-20 percent time saved each day,”he said. “We were losing data before, so
transitioning to a more secure and robust system was signifficant to the success of our patient
outreach and to our overall business.”
“Zoho CRM is perfect and affordable for any small businesses. The customization opportunities are a
huge bonus—you can do whatever you need within the program without any trouble. They also have
great customer service.”
4 . Customer Testimonials • My Home Doctor zoho.com/crm
Zoho CRM is a cloud-based software for managing your customer relationship in a
better way. It helps streamline your organization-wide sales, marketing, customer
support, and inventory management functions in a single system. We are light on
your pocket and the features and integrations we give you are unmatched.
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