In recent years, the healthcare industry is becoming more and more competitive, and customers expectations are growing. Healthcare companies are looking for ways to improve the quality of their service. It’s important because the one who succeeds in this wins over the increasing competition.

To improve productivity and automate the working processes, many modern medical institutions are using CRM systems. Today, information systems are one of the most effective ways to simplify the control over the patients’ health. They help automate the processes of collecting information and processing data from different sources much faster. CRM systems can also help medical centers satisfy their customers needs better.

Let’s consider why CRM solutions are helpful for the healthcare industry.

Why Use a CRM System

First and foremost, this is improving the quality of patient services and care. Imagine how many resources will be saved by automating routine processes. Data collection, distribution, transfer and processing takes a lot of time. Accordingly, the work efficiency decreases and the quality of customer service may worsen, when it’s not done in a streamlined fashion. This contributes to dissatisfied clients. CRM systems can be used to automate these processes (and other processes) and reduce the processing time for each client.

For most medical centers,  CRM development provides the following benefits:

  • Create a customer database with the ability to segment by key features.
  • Identify and capture the processes of interaction with the client or patient (from the moment of the first contact to repeat sales).
  • Partially automate these processes (notifications, greeting cards in the mail).
  • Determine the effectiveness of promotion and sales channels.
  • Monitor the work of employees responsible for interactions with customers (sales department).
  • Get financial statistics on transactions.

Moreover, for healthcare institutions, an effective CRM Software Development will provide:

  • More time for doctor’s appointments by automating the filing of patient data.
  • More convenient ways to track the history of visits and appointments.
  • More understandable and convenient patient documents (appointments, checklists, etc.).

CRM Software Development

Several Examples of Using a CRM in the Healthcare Industry

Let’s consider the importance of quality services through the example of Pathology Associates Medical Laboratories (PAML), USA. The company management believes their business success directly depends on understanding the business processes. This became clear when a large organization ceased its cooperation with the association. The client left because of the lack of a clear picture of the interaction within PAML. Without a centralized management system, the association missed the fact that their clients had to resolve their issues simultaneously with several different company departments.

PAML believed that the relations with the clients were not that bad, although, in fact, it was completely different. The company’s management decided to implement the Microsoft CRM system.

As a result, it became possible to reduce the average resolution time of the call-center requests, improve the quality of services, announce additional services, and improve employee efficiency. The project paid off within 2 years.

Talking about the benefits of a CRM system, it’s impossible not to mention that it helps coordinate medical aid. Special tools allow developing the processes to automate various medical institution department activities. Accordingly, the operational efficiency increases. This can lead to better patient treatment and lower costs.

Another great example is the Red Cross organization from New Zealand. Not so long ago, the Red Cross desperately needed a centralized and stable system, acting as an information center, increasing the transparency of business processes and linking all its offices into a single organization. Red Cross has chosen the Microsoft Dynamics CRM to manage the courses on how to give first aid. According to the company representatives, the return on investment turned out to be phenomenal. The system increased overall efficiency and consistency between different offices, and also automated some processes, allowing the Red Cross to better meet the needs of its customers and manage their business.

With the help of Healthcare & Fitness App development for medical organizations, external communications can be significantly improved. It’s about communication with patients, clients, companies and other customers. Special tools make the CRM Software Development process and promoting the targeted advertising campaigns for new services and disease prevention much more efficient.

A CRM system highly simplifies the patients with chronic diseases proactive management. Now the medical institution staff can combine patients into segments. Within each segment, you can work with the audience and inform patients about upcoming events and ways to treat their diseases. The automation of communications within each group greatly facilitates this process.

As a rule, in medical institutions, there are already a lot of IT systems implemented at different times. The task is to save and reuse the investments and data previously gathered. Existing applications can be integrated and expanded by combining individual systems and processes. This allows you to increase the value of the IT investments made earlier. All this can be done with the help of a CRM system.

Microsoft Dynamics CRM and Microsoft BizTalk helped the Healthcare at the Home organization from the UK improve its efficiency by 20%. Healthcare at Home is the leading organization for clinical care, providing comprehensive support for more than 200,000 patients throughout Europe. Gradually, its management system ceased to cope with such a large number of patients.

Therefore, it was decided to select the Microsoft Dynamics CRM system integrated with Microsoft BizTalk for data management and interaction between different applications. As a result, the call center efficiency increased by 20% due to automated processes. Providing operational communications with nurses allowed them to reduce the time of doctor calls and gave greater accuracy in the requests processing.


There is very much to say about the benefits of CRM systems for the healthcare industry. The main thing you should consider is that a CRM system will work the way you configure it. The work processes automation, coordinating the medical care given, the patient cases proactive management — all this can bring a medical organization to the perfect new level of Healthcare & Fitness App development and improved customer service. All these examples clearly show how the implementation of a CRM system is important for the success of medical institutions.

We help medical organizations create efficient CRM development projects. Contact us to get more information.

An Amazing idea deserves a world-class development company like Dedicated Developers, where you will find high-end technology, tech-expert developers, and development quality. For more information on our CRM development Services, Healthcare App Development mail us at