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Microsoft Dynamics Improves Productivity, Patient Outcomes in Healthcare

2 Dec 2015 by Jessica Hall

“Microsoft Dynamics CRM is a very versatile tool, and it’s not just for improving sales, marketing and customer service workloads in corporate America,” says Kim Kosar, technical solution executive at Insight. “It is also a valuable tool to help any industry, including healthcare.”

Today’s patients are looking for healthcare organizations that understand their needs and respond quickly. Microsoft Dynamics is the customer relationship management (CRM) software your organization needs to be nimble, secure and cost-effective. Plus, it seamlessly integrates with other Microsoft solutions.

“It’s robust and richly featured,” says James Speer, principal technical consultant at Pescadero Fund Partners. “Microsoft Dynamics CRM is used in three main regards, and I believe this would be consistent with national patterns of adoption. First, in marketing, outreach and health education; second, in fielding customer service inquiries about patient accounts and communication; and third, in medical or case management to improve the coordination of care. To underscore these three main areas of adoption, there are many innovative proof-of-concept projects and solid, ongoing corporate-wide initiatives at a number of the leading providers.”

Here’s how three healthcare organizations have used Microsoft Dynamics CRM to address productivity and patient outcomes.

Improving marketing, outreach and health education

Singapore Children’s Society safeguards and supports children and youth through a variety of services. To provide this valuable assistance, they actively raise funds from individuals and corporations, managing more than 100,000 individual donors and more than 8,000 corporate donors. With a platform powered by Microsoft Dynamics CRM, they’re able to get a comprehensive sense of each donor profile, analyzing their preferences and activities.

By tracking 25,000 annual transactions, the team can optimize fundraising and outreach campaigns through improved segmentation and targeting. “Our team has enhanced its capabilities in data mining and analysis,” says Chia Boon Khiang, senior director of fundraising at the Singapore Children’s Society. “This means we can better determine which of our donors are the most active, their preferred communication channels, average donation amounts, frequency of engagement and preferred modes of payment.”

With a 360-degree view of donor profiles, the organization has been able to save time with the ability to improve planning and outreach. “Healthcare tends to be splintered, and the overarching, comprehensive view is extremely helpful to eliminate waste, identify duplicative efforts and streamline activities,” adds Speer.

Offering better customer service

Blue Cross Blue Shield of Louisiana (BCBSLA) needed a solution that would help them decrease call-handling times and increase customer service’s productivity. By deploying Microsoft Dynamics CRM, they were able to create efficiencies in call center operations while gaining greater insights into the business and its customers.

For instance, BCBSLA was able to improve their first-call resolution rates. With all of the customer’s information in a single interface, the call centers were able to answer questions more frequently without the need to call the customer back.

There a many benefits for organizations with centralized information. Speer, who was formerly the CRM marketing manager at BCBSLA when this deployment took place, says, “The CRM initiatives that have been the most promising and delivered the best results are those that help undermine the silo effect, and provide comprehensive arrangements for consistent and comparable data across systems and functional business units.”

Enhancing medical management during disasters

The Louisiana State Department of Health and Hospitals (DHH) provides access to medical, rehabilitative and preventive services to the citizens of Louisiana. In caring for the state’s well-being, part of the organization’s duties include preparing for disasters — specifically, tracking gravesites that could shift during major natural disasters. The CRM solution helped them perform this tragic, yet important, task. “It was the only solution out there that we could extend to meet a need as specific as tracking gravesites,” Henry Yennie, program manager for emergency preparedness at DHH, told Microsoft.

The company was able to deploy and tailor the CRM to address their needs in just one week. DHH was also able to create efficiencies in using the solution. As a public portal, it allowed users to access and request information. The system is also scalable, enabling the organization to use the same data that they have in an analytics system to help predict how gravesites could shift during future disasters. “There’s nothing worse than misidentifying someone, as it can cause tremendous pain for the family,” says Yennie.

These are just a few examples of how software can positively impact your healthcare organization. You can find out more about emerging software programs here. If you’re interested in learning how you can better serve and engage your patients with Microsoft Dynamics CRM, talk to a specialist today