The healthcare market is increasingly competitive as consumerism rises. Patients face more care choices coupled with high-deductible health plans. In response, health systems need to find new ways to communicate with and engage their prospects.
A healthcare CRM system collects consumer data and creates insights that allow organizations to have more meaningful conversations with their patients. For organizations looking to invest in this technology, it’s important to choose the right vendor.
Let’s take a look how healthcare organizations should go about selecting a healthcare CRM vendor:
What is the Process for Selecting a Healthcare CRM Vendor?
- First, health systems should select a preliminary set of vendors that offer the technology, data, and training necessary to communicate more effectively with patients and physicians in a consumer-driven healthcare landscape.
- Once the list of potential vendors has been created, health systems should establish a core evaluation team – including marketing and business development leadership – who are responsible for phone interviews with each vendor. Consider conducting on-site demos with references from your top vendors to better understand how other health systems are using the technology. This way, the team can see the value of a healthcare CRM platform after implementation.
- When you invite your final short list on-site, the evaluation team(s) should ask as many questions as possible: questions include those about data collection, team structure, implementation, account management and support, predictive analytics philosophies, and HIPAA compliance. Not only will this process demonstrate vendor knowledge, but it will also show resiliency under pressure and provide insights for how they’ll work with your team on an ongoing basis.
Choosing a healthcare CRM vendor isn’t a task to be taken lightly. The health system isn’t just investing in the technology but also investing in a partnership with the vendor that should grow over time. In the end, the CRM vendor should be able to integrate into the organization’s existing culture, effectively communicate with their teams, and actively listen to their needs.