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Webinar Replay: Microsoft Dynamics CRM for Customer Engagement

On Wednesday, we hosted a webinar, “How Memorial Hermann is Using Microsoft Dynamics CRM for Customer Engagement.” Guest speaker Kevin Kelly, manager of online marketing at Memorial Hermann, and Perficient’s Robert Fitzer, a senior solutions architect and Microsoft CRM practice lead, demonstrated how Memorial Hermann leveraged Microsoft Dynamics CRM to handle community outreach, call center management and specialty patient on-boarding.
Robert began by discussing what CRM is all about, and then moved on to discuss the notion of connected health, which is a model for healthcare that uses technology to provide healthcare remotely. As healthcare leaders continue to face demands for cost control while also demonstrating improvements in quality that make care mMS_rgb_Dynamics_CRM_Blu310x92ore patient-centric, in order to manage, evaluate, and transform healthcare delivery under the constantly changing market conditions, IT solutions become more essential than ever before. Robert then discussed the patient on-boarding process, outreach programs, and the round robin patient referral process. He also touched on CRM in the cloud for healthcare. Did you know that Microsoft will sign a BAA for HIPPA compliance on behalf of the client, and is the only one to do so?
Following this, Kevin talked about Memorial Hermann’s success with the new solution. Memorial Hermann is the largest employer in Houston, Texas and the fifteenth largest hospital in the country. They initially rolled out Dynamics CRM 2011 for rehab, marketing, and customer care, and will soon extend this to home health and insurance departments. He gave details on what the patient on-boarding process looked like fifty years ago, and what that mapping out process looks like now.
The attendees asked great questions, and Robert and Kevin wrapped up with enough time to answer quite a few of them. To listen to the webinar in its entirety, along with the Q&A portion, here is the replay. You can also read the Memorial Hermann case study detailing the solution.

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