Dynamics CRM for Healthcare presented at Microsoft convergence meeting, New Orleans 2009

2. Session Code: CRM23
Sumit Virmani
Dynamics CRM Senior Technologist
Microsoft Corporation
Mike Snyder
Principal
Sonoma Partners
Ron Arnone
Customer
Resurrection Health Care

3. Interactions
Sales & marketing (outreach), service,
and other customer-facing activities
Processes
Driving consistent execution across
your organization
Collaboration
Enabling teams to work together inside
and outside of your organization

4. Fits Your People
The right user experience for every user role
Fits Your Organization
Configures quickly to meet your specific needs
Fits Your Environment
Deploys quickly and integrates existing assets

5. Usability Flexibility Manageability
“We need a solution that is easily
“We need a solution that helps “We need a solution that adapts to
managed by our already
make our jobs easier – not harder.” fit our organizations needs.”
constrained IT resources.”
Actionable Analytics
Performance and Scalability

6. Choose how you BUY IT - Own it or rent it
Choose how you USE IT - Outlook, browser, mobile
Choose how you GET IT - Software or service
CHANGE it any time as your organizations needs
change

7. Sponsored by Cisco
Top Business Issues Facing Healthcare
(2008 vs. 2007 Results) Figure 8
56%
Improving Quality of Care
69%
43%
Medicare Cutbacks
52%
36%
Patient (Customer) Satisfaction
55%
34%
Demand for Capital
31%
33%
Adoption of New Technology
38%
30%
Government Regulation or Compliance Issues
20%
28%
Creating New Revenue Sources
N/A
26%
Increasing Need for Healthcare Services
45%
2007 Responses 2008 Responses
http://www.himss.org/2008Survey/healthcareCIO_final.asp

8. Community Outreach
Community Health Education
Services Outreach/Promotion
Financial Donor Management
Case Coordination
Patient Information Management
(Health Assistance Hotline, Pre/Post
Admission Communication)
Pre-Authorizations / Eligibility
Referrals (Home Health, Nursing Home /
Assisted Living, Physical Therapy /
Occupational Therapy, Social Services,
Medical Equipment & Supplies)
Case Management
Chronic Disease Management
(Diabetes, Cardiovascular, COPD)
Clinical Trials
Relationship Management
Patients, Physicians, Clinicians,
Volunteers, Academic Institutions

9. Efficient Outreach
Effective Case Coordination
Flexible Case Management

10. Outreach is a proactive effort led by a Healthcare
organization to educate the community and
patients it serves on health & wellness issues, as
well as inform them about services that it
provides. Outreach can also be extended into a
two way communication strategy to improve
community and patient relationships.

11. Healthcare Outreach
Scenarios
Recruit Physicians, Nurses,
Volunteers, Donors
Educate Patients, Develop Improve Patient,
Physician and
& Improve Relationships Community Relations
Educate Patients on
Health and Wellness
Promote Service
Offerings

12. Case Coordination facilitates the exchange
of patient information between clinicians,
departments and across healthcare
organizations in order to streamline
administrative activities and provide efficient
patient care.

13. Healthcare Case Coordination
Scenarios
Referrals – Home Health,
Long Term Care, Hospice
Coordinate Patient Activities Referrals – PT/OT,
Between Clinicians, Departments Lab, Radiology,
Social Services
and Healthcare Organizations
Post Admission
Instructions / Follow-Up
Pre Admission
Information and
Instructions

14. Case management is a collaborative
process of assessment, planning,
facilitation and advocacy for options and
services to meet an individual's health
needs through communication and
available resources to promote quality cost-
effective outcomes.
Case Management Society of America
National Standards of Practice for Case Management- 2004

15. Healthcare Case
Management
Scenarios
COPD
Case Management
Manage Chronically ill
Diabetes
Patients to Improve Health & Case Management
Well Being
Cardiovascular Disease
Case Management
Targeted Health and
Wellness Education

17. Mike Snyder – Principal

18. Microsoft Gold Certified Partner focused
exclusively on Microsoft CRM deployments for the
enterprise and mid-market
Headquartered in Chicago with offices in Denver
and Austin. National customer base.
Two-time Global Microsoft CRM Partner of the
Year award from Microsoft. Finalist in 2008.
Over 200+ Microsoft CRM deployments

19. Working with Microsoft Microsoft Dynamics Programming Microsoft
Dynamics CRM CRM 4.0 Dynamics CRM 4.0
Step by Step
3.0 and 4.0

20. Pre-built intellectual property on top of
Microsoft Dynamics CRM platform
Physician Relationship Management
Case Coordination
Solution consists of configuration, custom
code, reports, dashboards, etc.
Not a packaged software product (no
charge)

21. Ron Arnone - System Director of Sales

22. 8 hospitals
2,300 beds
Primary use: physician relationship
management
Replaced Maximizer CRM
Ambulatory Sales & Home Health teams

23. Used Maximizer CRM
Excessive bugs in the code requiring
numerous work-arounds
Database synchronization failures
Connections dropping between Maximizer
and Outlook /Exchange
Long lag time between information input
and data synchronization for the user
Lack of true remote access

24. Front Range / GoldMine
Infusion
Maximizer Software
Microsoft Dynamics CRM
NetSuite
Sage Software / ACT!
SalesForce.com
Oracle / Siebel CRM

25. Physician database
Specialties
Areas of Interest
Affiliations
Contact information and history
Physician service
Future phases

30. Please contact:
Mike Snyder
Sonoma Partners
(312) 627-0700 x20
msnyder@sonomapartners.com

31. Microsoft Dynamics CRM
Healthcare CRM Demonstration
http://www.microsoft.com/dynamics/crm/demos/healt
hcare/MSDynamicsCRM_Healthcare_PRM_Silverlig
ht_WEB_072008/default.html
Healthcare Whitepaper
http://download.microsoft.com/download/0/8/7/087a2
af6-aad4-4f20-b31a-
698c7647e9b1/MicrosoftDynamicsCRM_Healthcare
_PRM_WhitePaper.xps
http://www.microsoft.com/dynamics/i
ndustry/healthcare.mspx
Microsoft in Health
www.microsoft.com/healthcare
http://blogs.msdn.com/healthblog
www.microsoft.com/amalga
www.healthvault.com
http://msdn.microsoft.com/health
www.mscui.net

33. © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market
conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.