TLC’s primary product, CarePages, a web based services that enabled patients to stay in touch with their family and friends through the medium of individualized home pages. 3. The management team consists of Eric Langshur the CEO, his wife Sharon Langshur the medical director, Charlyn Slade the president, Raul Vasquez the chief technical officer, Lindsay Paul the VP-business development- healthcare, JoAnne Resnic the VP-health care services.
20240508 QFM014 Elixir Reading List April 2024.pdf
TL Contact Care Pages
1. TLContact: CarePage Services
Presented By:
Krupesh Shah
Grishma Sarangdhar
Hardikk K Solankki
Sudeep Pandey
2. Introduction
Primary Product: Care Pages
Service
Located in Chicago
Ventured by Eric and Sharon
Langshur
Established in 2000
Survived after the bubble burst
4. Brief Facts about the Case
Web based services that enabled
patients to stay in touch with their family
and friends
Inspired by the opportunity, Eric and
Sharon quit their job in 1999.
Website created for son Matthew
Award Winning Customer Care
– More than a million and a half people
– Over 550 healthcare providers and 140,000
notes of thanks in past year
6. Evolution of TLC and its Key Decisions
Shifting focus to a hospital based
approach
Shifting to PR and marketing
departments
Hiring consultants to help in
designing the website
Hiring skilled people to create a
good team
Customized approach
Continuous Innovation - New
software every 6 to 8 weeks
7. How does TLC Create Value??
1. To Hospitals
Fewer Demand on Hospital Staff
Satisfied Patients
Nurses Hall of Fame
Reputation of Hospitals was lived upto
Surveys on the website helped the hospitals to bring about some
changes if necessary
2. To Patients
Personalized homepages to stay in touch with family and friends at
no cost
Saved time and money. Easy access to the website
Enhanced patient satisfaction. Emotional Support
Additional services like automatic email notification, sending
flowers/gifts to the patients, guestbook, posting photos & creating
links
8. Problem Faced and Analysis
TLC had penetrated only a small part of
a very large market
Difficulty in marketing directly to
individual patients
Selling to hospitals – much more difficult
Competing organizations
Dot.com bubble burst
9. Problem Faced and Analysis
Concerns of hospital administrators
Many failed to grasp the
advantages to the hospital and
patients
Sales process – very slow than
anticipated
Key question of designing the
website – Outsource or in-house
Difficulty to create a user friendly
software
10. Solutions Suggested & Implemented
Bubble Burst – Decrease the
staff size
Refining of Price Policy and
Sales Approach
Alternate business model
Direct to Service co marketing
with National Hospice and
Palliative Care org.
Pilot donation project C.S. Mott
hosp in Chicago
11. Solutions Suggested & Implemented
Language addition option in
care pages for eg. Spanish
language
Message inbox option for
hospital to deliver targeted
messages to members
User Feedback, Auto correction
of common mistakes made my
visitors to avoid volume of
customer service enquires
12. Solutions Suggested & Implemented
Approached the PR and Marketing
Continued Innovation
Spanish language option
Refinement of procedures
Nurse Hall of Fame
Member Inbox
Send a prayer
13. Sales Approach
Refine sales
Shorter lead time
Distribution agreements
15. Current Situation
Rapid acceleration of revenues
No threat of competitors
Own service offering
16. Agendas for the Board of Meeting
Future Growth
How Fast?
What Directions?
Key Targets?
Opportunities for revenue?
Possible Financial Partnership –
Pros and Cons, Strategic
alliances
We are a mission driven
organization.
17. Agenda for the Board of Meeting
Competition – Place in the market, Differentiation
19. New Solutions…. Conclusion
1. For Maternity Patients
Upload photos
Suggest a name
2. Tie up with vendor
3. Request a visit
4. 87% of U.S. adults use the internet (January 2014 survey),
72% of internet users say they looked online for health
information within the past year. 77% of online health
seekers say they began their last session at a search engine
such as Google, Bing, or Yahoo. Another 13% say they
began at a site that specializes in health information, like
WebMD.