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


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The presentation will discuss key components of Memorial Hermann’s 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

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  • What is CRM?Cloud vs On-Premises
  • Easy to userGreat insightConnected to teams and people
  • Workloads
  • Workloads
  • Workloads
  • Relationship roles can be created to track patient’s relationships with staff including physicians, nurses, and dieticians
  • Workloads
  • TargetedOutreach Campaigns can be created to educate patients as wells asnotify patients of upcoming events Allocate Funds, Assign Resources, Track Communication Channels, Track Follow-Up Activities, Measure Effectiveness/Results The Hospital is offering a free Diabetes screening as part of their preventative medicine program
  • Campaign emails are sent to the associated outreach list Patients can also be contacted via phone, or SMS The Hospital is notifying patients of the free Diabetes screening
  • Once eligible patients have consented for care, cases can be created to track staff interaction with the patient
  • Kevin to Discuss
  • Kevin to Discuss
  • Kevin to Discuss
  • Kevin to Discuss
  • Kevin to Discuss
  • @Perficient_MSFT@RobertFitzer
  • Learn How Memorial Hermann is Using Microsoft Dynamics CRM for Customer Engagement

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