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TLContact: CarePage Services 
Presented By: 
 Krupesh Shah 
 Grishma Sarangdhar 
 Hardikk K Solankki 
 Sudeep Pandey
Introduction 
 Primary Product: Care Pages 
Service 
 Located in Chicago 
 Ventured by Eric and Sharon 
Langshur 
 Established in 2000 
 Survived after the bubble burst
Tender Loving Contact Care Pages
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
Website Page - Sample
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
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
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
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
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
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
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
Sales Approach 
 Refine sales 
 Shorter lead time 
 Distribution agreements
Online survey 
capability…. 
Pilot donation 
program…
Current Situation 
 Rapid acceleration of revenues 
 No threat of competitors 
 Own service offering
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.
Agenda for the Board of Meeting 
 Competition – Place in the market, Differentiation
TLC Care Pages … Abundant Venture 
Partners
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.
TL Contact Care Pages

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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
  • 5. Website Page - Sample
  • 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
  • 14. Online survey capability…. Pilot donation program…
  • 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
  • 18. TLC Care Pages … Abundant Venture Partners
  • 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.