1. Microsoft Dynamics CRM
HealthCare Provider Framework

2. Need for Healthcare CRM
Solution Overview
User Stories/Product Demo
About Us

3. Need for Healthcare Provider CRM

4. Analyze sales activities to
improve overall Sales
Effectiveness
Visibility of Mktg. Efforts
(CMEs, OPDs, Camps) and
their Effectiveness
Effective patient
segmentation for
focused campaigns
Chronic Disease
Management
Timely response and
follow ups for
international prospects
Improved Post
Discharge Follow-Ups
Eficient call centre
operations
Single consolidated view
of Patients, Doctors &
Corporates from
disparate data sources
Automate/Remove
NVAs to improve overall
process efficiency

5. Print Media, Television,
Offers, Hoardings,
Mobile, Communities,
In Person Pursue, Convince, Manage
Sales relationship, Evaluate
Phone, Email, Social
Media, Portal
On-Boarding, Information,
Customer Service Queries, Complaints
In Person, Email, Mail,
Business Office Registration, Settlements
Phone
Understand, Brand,
Market (Collaterals,
CMEs, OPDs, Media)
Marketing
Sales
Select, Evaluate, Manage
Relationship
Phone, Email, In Person
Operations Registrations, Payments,
Claims, Settlements
Email, Mail, Portal
Customer Service Logistics Partner, Portal
On-Boarding, Queries,
Complaints, Service Requests
Marketing Phone, Email
Schemes/ Campaign
/Facilities Information, Brand
Extended
Reach
HCF’s
Referral
Doctors
Consultation
& Referrals
Hospital
Patients
Touch Points
Feedback
Direct Business Functions
Business Functions
Partner Touch Points
Corporates Enroll

6. AuTtroamckate
Plan OPD
Qualify Leads
Admit & Treat
Patient
Collaborate
with other
Departments
Run Campaigns
Conduct
Discussions
Involve Doctor/
Logistics
Provide Quote
Agree &
convert
Analyze
Illustration:
International
Patients
Patient
Feedback
Post-Discharge
Follow-Ups
Conduct &
Generate Leads
ReBmuiilndd

7. Solution Overview

8. Referral Sales
Management
Patient Care and
Services
Marketing Programs
International Sales
Management
(Medical Tourism)
Corporate Sales
Management

9. Referral Sales Management
Territory and Sales
Hierarchy Definition
GP Coverage
Sales Goals and KPI
Definition
GP Lead
Management
GP Profiling and
Categorization
Analysis For Tour
Plan Creation
Tour Plan Creation Tour Plan Approval Visits Update
Referral Patient
Tagging Process
Referral Revenue
Trend Analysis
Sales Performance
Analysis

10. International Sales Management
HCF Empanelment
Process
Query Capture
from Multiple
Sources
Lead Management
Qualification of
Leads to
Opportunities
Associating
International
Patients with HCFs
Getting Medical
Records from
Patient
Gathering Other
Services
Requirements
Communication
with Internal
Doctors and
Quote Creation
Follow Ups with
Patients
Patient Arrival
Management
Post Discharge
Patient Care and
Reminders
International Sales
Performance
Analysis

11. Corporate Sales Management
Corporate
Categorization –
PSUs, TPAs,
Institutions
Territory, Sales
Hierarchy and Goals
Definition
Corporate Lead and
Opportunity
Management
Corporate Profiling
and Categorization
Corporate Key
Contacts
Management
Service of Charge
(Packages)
Definition
Price List
Association
Quote Creation and
Revision
Corporate SOC
Renewal Process
Associating TAT
with each
Corporates
Corporate Revenue
Trend Analysis
Sales Performance
Analysis

12. Marketing Programs
Management
Marketing
Budgeting, Planning
and Categorization
Media Planning and
Collateral
Management
CMEs, OPDs,
Events, Camps,
Digital Campaigns
Segmentation of –
Patients /
Corporates /
Doctors / GPs
Program Objective
Definition and
Creation
Program Activity
Distribution
Programs
Communication –
bulk Email / SMS
Digital Asset
Management
Programs
Outsourced-Vendor
Tracking
Program Execution
Program’s ROI
Analysis
Program
Performance
Report

13. Patient Care and Services
Patient Care at
Multiple Sources –
Contact Center,
Social, Feedback
Knowledge Base
Articles
Agents’ Call Scripts
Call Categorization SLA / TAT Definition
Agents’
Performance
Analysis
Acknowledgment
of Posts in Social
Media
Sentiment Analysis
Response within
defined TAT
Patient Feedback
During Stay and
Post Discharge
Personalized
Reminders to
Chronic Disease
Patients
Vaccination
Reminders to
Patients

14. HIS
E-HR
PACS
Website
Financial
System
INTEGRATION – STAGING DATABASE
INTEGRATION – API / WEB SERVICES

15. User Stories/Product Demo

16. Sales Head:
Setu
Sales Rep:
Biplav
Physician 2:
Dr. AK
Choudhary
Physician 1:
Dr. Akshay
Khanna
Patient 1:
Ms. Smita
Bansal
Patient
2: Ms.
Diya
Child 1:
Ms. Aadya
Child 2:
Master
Shivay
Marketing
Executive:
Neha
International patient:
Nuzhat Tarique
Marketing
Head:
Rajiv

17.  Convinces Dr.
Khanna to get
empanelled
 Relationship Meeting
MS
CRM
 Analyzes his activity
plan and performs his
calls for the day
 Sales Rep starting
his daily activities

21.  Tanvi is doing fine in
Cardio
X Biplav is low in Cardio
 Consolidated Revenue
Numbers are good
 Good cash-credit ratio
 Doctors coverage is good
 Top 10 doctors are providing
consistent business
X Cardiology as a specialty is
lagging behind
 Review of Biplav’s
activities
 Revision of marketing
activities in Biplav’s
territory
MS
CRM

28.  Does the initial diagnosis
 Feels the need for specialist
care
 Asks Ms Smita Bansal to go
to Hospital
 Updates Information in
CRM - Tagging
MS
CRM
HIS

29. Referral Tagging

30. MS
CRM
 Get post discharge survey
filled
 Create post-discharge
activities
 Set up reminders
 Manage queries
 Auto emails as per the post-discharge
reminders
 Auto sms as per the post-discharge
reminders
 Ms. Smita Bansal gets
HIS
treatment at the hospital

33.  Neha plans for Remote
Cardio OPD in
Jharkhand
 Details out
Budget/resources
required
 Sends for Approval
 Rajiv Reviews/Approves Plan
 Provides inputs
Single view via Dynamics CRM
 Creates a Marketing list from
existing patient records
 Reviews email template
 Schedules Email Delivery
 Communicates with relevant
stakeholders
 Leads captured at the
camp using a handheld
 Campaign Performance
Analytics

36. Campaign Performance Report

38.  Ms. Aadya born to Ms. Diya
on due date
 Medical conditions are
normal
 Discharged post recovery
 Regular medical checks
prescribed
MS
CRM
 Monthly email reminder for
kids with due vaccinations
based on DoB
 Monthly reminders for due
checkups based on Medical
conditions

41.  Get procedure quote from
orthopedic doctor
 Get logistics quote from
operations manager
HIS
 Register
 Match against list
 Conduct knee replacement
 Prepare case details &
discharge summary
 Get post discharge survey
filled
 Create post-discharge
activities
 Set up reminders
 Manage queries
 Auto email to patient
 Auto emails as per the post-discharge
reminders
 Nuzhat Tarique wants knee
replacement  Get details of patient (and campaign)
 Understand needs and obtains reports
 Qualifies patient
 Collaborates with doctor & logistics
 Provide quote to customer & close deal
MS
CRM

44. About Us

45. Business Solutions Provider to Growth Companies since 2000
Headquartered in Delhi/NCR (Noida), branch offices in Noida, Mumbai, Kolkata, Chennai, and Bangalore. International operations in
Dubai.
Engaged in Business Consulting, Enterprise Solutions Implementation, Collaboration Solutions and Mobile Applications Development
Centre for Microsoft Dynamics Product Development, Testing & maintenance for Microsoft
Servicing customers across US, Europe, Africa, Middle-East and Asia Pacific
Over 400 customers globally
Proven industry solutions for – Healthcare, Online Travel, Service, Manufacturing (Process, Discrete), EPC, e Commerce and Distribution

46. MS CRM Online covering sales management, corporate sales management,
international sales and patient services, marketing programs management and
patient care management
MS CRM Online covering sales management, corporate sales management,
international sales and patient services and marketing programs management
MS CRM On-premise covering Digital & Email Marketing

47. - CRM Online Implementation:
- Referral sales management
- Corporate sales management
- International sales and patient services
- Marketing programs management
- Patient care management
- 12 hospitals
- 2 million patients
- 50 K referral doctors
- Multiple Integrations: HIS, CTI, PACS, E-HR, Financials, SMS
Gateway, Exchange Server

48. - CRM Online Implementation:
- Referral sales management
- Corporate sales management
- International sales and patient services
- Marketing programs management
- 1 million patients
- 20 K referral doctors
- Multiple Integrations: HIS, NAV, SMS Gateway,
Exchange Online

49. - MS Dynamics Digital & Email Marketing:
- Patient Segmentation
- Email Template Creation
- Email campaigning
- Response Capture & Lead creation
- 3 million patients
- 40 K referral doctors
- Multiple Integrations: HIS, SMS Gateway, Exchange
Server

50. Online e Commerce EPC and Real Estate
Online Travel
A few Large Flagship Customers
Engineer to Order - Manufacturing

51. Rollouts across 22 countries
Rollout across 63 branches and 1000+ users
Rollout across 20 countries
Rollout across 200 dealers
Rollout across 35 dealers
Localization of NAV and AX for India, APAC, Western Europe and
Sustained Engineering globally
1200 users across 22 locations

52. Alice: Nobody ever tells us to study the right things we do. We’re only
supposed to learn from the wrong things. But we are permitted to study
the right things other people do. And sometimes we’re even told to copy
them.
Mad Hatter: That’s cheating!
Alice: You’re quite right, Mr. Hatter. I do live in a topsy-turvy world. It
seems like I have to do something wrong first, in order to learn from
what not to do. And then, by not doing what I’m not supposed to do,
perhaps I’ll be right. But I’d rather be right the first time, wouldn’t you?
Rapid
Implementation
Methodology
Industry specific
Process Repository
Industry specific
Solution Template
Extensive
Experience in
Enterprise
Integrations
Focus on MS CRM
http://th05.deviantart.net/fs19/200H/f/2007/258/b/c/Alice_
and_Hatter__It__s_Broken_by_Smitkins.jpg

53. Inception
Sharing existing
healthcare solution
framework
Requirements
finalization
Integration points
finalization
Conception
Update
Requirements
Document &
Prototype
FRD & Prototype
Review and Sign-Off
Construction
System Configuration
Custom Business
Documents/Reports
Test Data Preparation
Data Migration &
System Testing
Integration
Sharing of healthcare
framework test
scenarios
Realization
Key User Training
UAT
Pre Go-Live
Workshop
Cut-over & Go-Live
Elaboration
Post Go-Live
handholding &
support
Change Requests

54. P4.0: Sales
Sales Team
P4.1 Lead
Management
P4.2 Opportunity
Management
Determine if
opportunity is
closed won
Opportunity
status?
Lost
Won
On Hold
Input process:
 P3.7.2.1
Camps
 P3.7.2.2
Outreach
program
 P3.7.2.3
CME
 P3.7.2.4
Seminars
Inputs:
 Database
Reports
Conditional input:
 Client inquiry
(International Lead
Management)
Output:
 Qualified
Lead
Inputs:
 Legal department
feedback
 Admin feedback &
Quotes
 Doctor s feedback &
Quotes
P3.0: Marketing
Marketing Team
P3.1 Perform market
analysis
P3.2 Evaluate
market
opportunities
P3.3 Define pricing
strategy
P3.5 Plan
promotional activity
Inputs
 Request for
research
 Secondary
Input process:
 No
Intermediate input:
 Senior management input
 Channel feedback
 Operations department feedback
 Sales feedback
P3.6 Plan
promotional budget
P3.7 Execute &
manage Marketing
Plans
P3.4 Define &
Manage channel
strategy
Output:
 Target s profile
 Business plan for new service(if
approved)
 List of services for marketing
Input process:
 No
Ad Hoc input:
 Senior
management
input
Input process:
 No
Other input:
 Corporate
strategy
(annual)
Input process:
 No
Other inputs:
 Business st rategy
 Service line strategy
 Senior management feedback
 Market ideas
 Channel feedback
 Sales feedback
 Previous campaign feedback
Output:
 Developed/
updated
pricing
strategy
Output:
 Annual
calendar for
promotional
activities
Output:
 Planned
annual
budget
Output:
 Customer
exposure
Output:
 Market
Intelligence
Information
data
Output:
 Channels for
target
segments
Input process:
 No
Conditional input:
 Request from
sales team
Detailed Activity
level process flows
Standard BPMN 2
notation for ease of
understanding and
changes
Incorporating
leading industry
practices
In line with the
Healthcare Provider
Solution
Framework

55. 43 Custom
Entities
84 Workflows
10 Dialogues
13 Business
Process Flows

56. For more details contact:
Biplav Sarkar
bksarkar@alletec.com