It cannot be overemphasised how much technology has transformed every aspect of our lives such as health care. While the most obvious changes have been in the practice and delivery of medical services, IT has also massively impacted the customer-caregiver relationship. The Internet might have replaced the need for human interaction in many cases, yet some customers still prefer the old-fashioned telephone. The Healthcare CRM and Contact Centre Systems Market is a broad concept that includes various CRM tools used in the industry. There are two main types of Healthcare CRM – one enabling healthcare organisations to stay in touch with their patients, and the other helping them to contact referring organisations.
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The main reason that there are two types of CRM in the Healthcare CRM and Contact Centre Systems Market is because organisations can generate patients in two distinct ways. The first is through patient choice where sick, hurt or otherwise incapacitated patients find the healthcare provider themselves. The second method is through referring organisations where medical professionals refer patients to another expert. Many hospitals and speciality clinics rely on the latter. The Healthcare CRM and Contact Centre Systems Market allows healthcare insurers to deliver markedly better experiences through every touch point, customer interaction or channel. It helps them keep up with rising expectations for quality service and communication while being transparent enough to comply with all legal and regulatory requirements.
There are several drivers in the Healthcare CRM and Contact Centre Systems Market like –
- Retaining customers and improving loyalty – Many studies have shown the importance of customer satisfaction in every business. Evidence suggests that higher customer satisfaction leads to higher loyalty which will insulate a medical organisation from its competitors. Pareto’s Law states that up to 80% of a company’s business comes from 20% of its most loyal patrons. It will also help in improving operational efficiency by lowering transaction or failure costs, making it easier to both attract new patients and retain existing ones. This helps the medical organization maintain a high level of goodwill in the market.
- Virtual health and telehealth- Rapidly evolving, powerful technology like 4G LTE connectivity, Social Media, mHealth Apps, and cloud-based services have made it possible to receive medical attention anywhere, anytime. Telehealth and Mobile Apps will dramatically change how patients and medical personnel communicate. The Healthcare CRM and Contact Centre Systems Market will be required to handle any queries or concerns which the patients may have.
- Increased transparency – According to the U.S Bureau of Labor Statistics, prices paid by health insurers to specialty-care facilities has been declining year over year. Hospitals have begun competing more aggressively over patients to retain market share and the price transparency movement spearheaded by the CMS, various states, and vendors is a force to be reckoned with. As traditional insurance becomes a marketplace, healthcare providers must win the minds and wallets of patients selecting an optimum one. The best way to do that is by effectively exploiting the Healthcare CRM and Contact Centre Systems Market.
- Changing delivery channels – The passing of the Affordable Care Act in the U.S resulted in millions of Americans having insurance coverage and individual membership also went up. If the law is upheld by the Supreme Court, marketing directly to patients will require medical organisations to make their products and services easy to understand and navigate. They would also need to become more sophisticated about changing customer preferences and behaviour.
The biggest restraint of the Healthcare CRM and Contact Centre Systems Market is data security. Ensuring data integrity and required legal compliances without affecting the efficiency of health care service is the main priority of the CISO in any medical organisation. The worry of patient-generated health data falling into the wrong hands will continue to make medical organisations wary of investing in Cloud-based Healthcare CRM systems.
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Some of the Healthcare CRM and Contact Centre Systems key market players include Salesforce, Pipedrive, TeamSupport, Samanage, Five9 Cloud Contact Center, Freshdesk and NetSuite, Healthgrades, Oracle, MarketWare Systems, Evariant and tuOtempO.
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