Learn How Memorial Hermann is Using Microsoft Dynamics CRM for Customer Engagement

Download Learn How Memorial Hermann is Using Microsoft Dynamics CRM for Customer Engagement

Post on 03-Nov-2014




0 download

Embed Size (px)


The presentation will discuss key components of Memorial Hermanns 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


  • 1. Microsoft Dynamics CRM for Customer Engagement

2. About PerficientPerficient 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. 3. Perficient Profile 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 4. Our Solutions ExpertiseBusiness SolutionsTechnology Solutions Business Intelligence Business Process Management Customer Experience and CRM Enterprise Performance Management Enterprise Resource Planning Experience Design (XD) Management ConsultingBusiness Integration/SOA Cloud Services Commerce Content Management Custom Application Development Education Information Management Mobile Platforms Platform Integration Portal & Social 5. Our Microsoft Practice 6. A Microsoft Dynamics CRM Certified PartnerNational 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 onpremises) 7. SpeakersRobert Fitzer Microsoft Dynamics CRM Practice Leader| Perficient, Inc. @RobertFitzerKevin Kelly Manager, Online Marketing| Memorial Hermann Health http://www.memorialhermann.org 8. Agenda About Perficient What is CRM Connected Health On-Boarding Outreach Round Robin Memorial Hermann Success Questions 9. The Power of Choice 10. Salesforce Automation 11. Marketing Management 12. Customer Care 13. Extended CRM (xRM) 14. Mobile & Tablet 15. Internal Social 16. Sales Intelligence 17. 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. 18. 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. 19. Key Objectives 20. Relationships Between Patients & PhysiciansRelationship roles track the relationship between patients and staff. 21. Outreach ProgramsOutreach campaigns can be created to inform patients of upcoming events and services. 22. Two Way Email IntegrationLists can be uploaded to any third party marketing tool. 23. Contact Us Process 24. Create a CaseStaff can create cases to help with referrals to doctors. 25. Round Robin Referral Process 26. CRM in the Cloud for Healthcarehere 27. Memorial Hermann Success 28. The Past 29. Patient On-Boarding Process: The Future 30. Key Takeaways 31. Questions? 32. Connect with PerficientUsing SharePoint & Social Solutions to Drive Employee Engagement bit.ly/19dYtYa 33. Thank you for your time and attention today. Please visit us at Perficient.com


View more >