CRM

Healthcare CRMs – Uniqueness and Latest Features

There has been a huge transformation in the way the healthcare sector operates. Customers demand personalized healthcare experience from their providers. This requires adaptation of all the health systems including marketing department. To help you in this evolution, you require the correct and latest technology tools. The first step to this evolution is having the right healthcare analytics and Customer Relationship Management (CRM) platform. CRM provides you with relevant information and an easy communication channel that can be used to reach consumers.

HOW SALESFORCE, MSDYNAMICS, AND ZOHO PROVIDE HEALTHCARE CRM SOLUTIONS?

THE HEALTHCARE CRM MARKET IS WORTH ABOUT 8.8 BILLION USD IN 2018 AND RESEARCH SUGGESTS THAT THE MARKET WILL GROW TO 17.4 BILLION USD BY 2023. THIS TREMENDOUS MARKET GROWTH IS DUE TO THE BENEFITS THAT CRM PROVIDES TO THE HEALTHCARE INDUSTRY SUCH AS PROPER CUSTOMER DATA ARRANGEMENT, PROVISION OF AN EASY COMMUNICATION CHANNEL AND STREAMLINING THE BUSINESS PROCESSES LIKE SALES, MARKETING, DIGITAL MARKETING, AND CUSTOMER SERVICE AND SUPPORT. SALESFORCE, MS DYNAMICS AND ZOHO ARE SOME OF THE BIGGEST PLAYERS IN PROVIDING HEALTHCARE CRM.

In 2017, Salesforce (US) emerged as the leader in healthcare CRM market and held a 22% share. It was chosen by more than 100,000 companies as their healthcare CRM provider. The company offers SaaS that provides it with a strong cloud footprint. The strategy of Salesforce’s success is its cross-selling and upselling, growing partner ecosystem, expanding existing services, broadening its business in various new regions, and launching into new markets.

Microsoft Dynamics CRM can be regarded as a tough rival of Salesforce when it comes to providing healthcare services. Over the last few years, Microsoft is able to expand its healthcare CRM business operations significantly and allowed companies to use the product up to their ERP capabilities. The implementation of Microsoft Dynamics healthcare CRM is flexible as they offer both cloud-based and on-premise versions. Microsoft Dynamics CRM is very easy to learn and use by healthcare providers as it is similar to other Microsoft productivity tools like Microsoft Office Outlook. In addition to that, it allows for easy integration with multiple systems and can be personalized to automate workflows in-and-across organizations.

Zoho is also sometimes regarded as the poor man’s Salesforce because it provides a free version that meets all the requirements of a small enterprise. The Zoho free version includes all the core functionalities such as workflow automation, lead gathering, social collaboration, contract management, and various tools to turn leads into a conversation. Zoho Healthcare CRM is a web-based platform and provides you easy accessibility by any mobile device. Most of the Zoho customers are small healthcare providers but Zoho offers CRM solutions to companies of every size. Zoho has become the priority CRM provider for healthcare organizations looking for basic features at an affordable price.

Are you Looking to Salesforce services?

The uniqueness of each of these CRMs from a healthcare perspective?

To assist you while choosing the best CRM package for your healthcare organization, we present a thorough review of Salesforce, Microsoft Dynamics and Zoho based on particular features-

Focus–

Salesforce and Microsoft Dynamics both focus on medium businesses and enterprises while Zoho CRM focuses on SOHO (Small Office or Home Office) and medium businesses.

Implementation–

Salesforce is 100% cloud application while Microsoft Dynamics and Zoho both come with the on-premise option. Microsoft Dynamics CRM also provides a hybrid plan that can incorporate the on-premise features in its cloud version.

Price–

Salesforce healthcare CRM comes in four editions: SalesforceIQ CRM starter, Lightening Professional, Lightening Enterprise and Lightening Unlimited (that includes online training, 24/7 support, and other premium services). These cost $60 to $120 per user per month. Salesforce pricing is based only on a subscription basis.

Microsoft Dynamics provides the pricing based on Subscription as well as Perpetual License. It has 4 license levels for on-premise solutions, starting from $15 till $200. The minimum requirement for getting you started is 5 licenses. The most popular plan of Microsoft Dynamics is at $65. The cloud solution is offered at $15 per user per month giving you access to custom apps designed on xCR framework. The premium cloud license of Microsoft Dynamics provide you premium marketing and service functions like Unified Service Desk, Microsoft Dynamics marketing, etc. and costs you $200 per month.

Zoho plan comes in three editions: Standard, professional and enterprise, depending upon the features it offers and consumer support. The most elite plan of Zoho- Zoho enterprise is about 90% cheaper than Salesforce premium plan- Salesforce lightening unlimited. Zoho has a provision of month-to-month billing, whereas Salesforce requires a yearly contract for its new customers.

In essence, Zoho is the cheapest healthcare CRM provider followed by Salesforce and Microsoft Dynamics respectively.

Online Booking-

Online booking is a smart feature of healthcare CRM where the patients are able to self schedule their appointments with their doctors using a web application. This feature is available with the basic Salesforce package but may be available in Microsoft Dynamics and Zoho based on the app ecosystem.

Integration with Patient accounting-

Some healthcare CRM providers can integrate with the patient’s financial system to access patient’s account status. This feature is available in the basic Salesforce Healthcare CRM while not available in Zoho. It is available in Microsoft Dynamics CRM in some specific packages only.

Clinical System ties for Treatment communications-

This feature of Healthcare CRM allows easy patient-doctor communication in between the scheduled appointments for reasons such as medication reminder, etc. this feature is available in Salesforce, limited available in Microsoft Dynamics and is not available in Zoho CRM.

Built-in HIPAA Compliance-

The Health Insurance Portability and Accountability Act (HIPAA) lays the standards to protect sensitive patient’s data. It is very necessary for organizations dealing with patient’s Protected Health Information (PHI) to have standard physical, network and process security measures to be HIPAA compliant. All the versions of Salesforce and Zoho CRM come with a built-in HIPAA compliance and are available as the default setup option. Whereas, some versions of Microsoft Dynamics lack this feature.

Integrated Business Intelligence-

Business Intelligence (BI) is a very smart feature of Customer Relationship Management in which the healthcare organization is able to collect Big Data from a number of places and view it in BI dashboards to get important business insights, track the KPIs, and enhance operational and financial excellence. This feature is available in the premium version of Salesforce while in Microsoft Dynamics and Zoho Healthcare CRM, BI can be integrated by purchasing some special product from the vendor.

A LOOK AT THE NEW FEATURES ADDED IN HEALTHCARE CRMS-

SALESFORCE-

Salesforce launched the Salesforce integration Cloud in 2018
In 2018, Salesforce and IBM partnered together with the aim of improving their customers’ connection by integrating Salesforce cloud Einstein and Salesforce Quip with IBM’s cloud and Watson services.

MICROSOFT DYNAMICS-

In Microsoft Dynamic’s 9.0 version in 2018, the new user experience is introduces called the Unified Interface.
It launched “Dynamics for Marketing” feature to automate marketing operations that work seamlessly with their Healthcare CRM.
Microsoft has worked towards incorporating Artificial Intelligence and Machine learning to generate automated insights.
In the updated Business Process Flow, Dynamics has included new visual drag and drop process.
Microsoft Dynamics 365 has introduced Gamification to engage the employees in individual and team events so as to motivate them to achieve higher KPI’s.
To fit both small businesses and large organizations, Microsoft Dynamics 365 has revised its pricing in the year 2018.

ZOHO-

In 2018, Zoho integrated Zoho Forms in Zoho CRM.
Zoho enabled Lead and Deal prediction from Zia’s setup page.
To chat or call with Zia, Zoho introduced Zia Voice for your iPhone.
Zoho allows its users to customize their platform and sync with third-party services using Zoho’s API.

If you are looking for experts that provides all kind of CRM services including Salesforce, SugarCRM, SuiteCRM, Zoho, MS Dynamics; connect with us at info@advanz101.com or over a call on +1 (408) 471-9219 and get a free consulting session from certified CRM experts at Advanz101.

Or Meetup at HiMSS19, Let’s Schedule a meeting @ https://www.advanz101.com/himss/

Dinesh Srinivasan

Dinesh Srinivasan is an enterprise technology maven with CRM, CPQ, and Analytics consulting and implementation as his focus areas. With 24 years of diverse experience in the Information Technology space, Dinesh is known for providing leading-edge technology solutions to treat operational challenges across all sectors and especially those that accelerate economies. In his spare time, he likes to share his experiential knowledge with netizens and marketing professionals to navigate the sector better and to ultimately lead with innovation. He can be reached at LinkedIn