1. Introduction

CRM stands for Customer Relationship Management. As the name indicates, CRM is associated with the way companies approach building relationships with their customers. Although software for managing customer relationships is a newer concept, the idea of developing bonds with customers isn’t new.

Industries like aviation and hospitality have long since invested significant resources into showing how much they value frequent customers. Airlines have been doing it in frequent flier miles, which offer generous perks to returning customers; hotels have been offering various benefits to repeat guests. There are numerous examples of industries innovating newer ways to retain the preferences and loyalty of customers.


A software platform for CRM provides a powerful tool for companies from many industries to develop strategies for building lasting relationships with customers. CRM software helps organizations collect data on their customers and assess previous interactions. Such platforms help to take a scientific, informed approach to develop campaigns for retaining customers.  

Without a coherent strategy, it becomes extremely difficult for large companies with thousands of customers to develop customer loyalty. That’s a major reason corporations and medium-sized businesses from every industry have been investing diligently in CRM applications, and Healthcare is no different.

Healthcare sees millions of customers every year. From large hospitals to smaller ambulatory care centers and pharmaceutical companies, the industry has no shortage of customers. So, it makes sense to have a dedicated CRM platform solely for the healthcare industry.

OSP is a trusted healthcare software development company that delivers bespoke solutions tailored to your business needs. Connect with us to hire the best talent in the industry to build enterprise-grade software.

2. What is Healthcare CRM Software?

The benefits of a CRM platform have been well established in other industries. It’s about time the medical sector woke up to its benefits. In this section, we try to understand a healthcare CRM platform better and discuss how it would help providers and patients.

As the name indicates, healthcare CRM software is a digital platform to help manage customer relationships in the healthcare industry. Such a solution assesses multiple data sources about a customer, such as demographic information, health history, insurance payers, social and behavioral data, and so forth. Analyzing this data provides useful insights into patient habits and patterns. These insights, in turn, will help healthcare organizations to know their patients well so that they can create unique strategies to engage with each patient. Such a scientific way of interacting with people helps organizations cement lasting relations with people since they feel that the interaction is happening on their terms.

What Is Healthcare CRM Software?

It does not take much to realize that the best way to develop loyal friendships is to understand people. When you get to know someone well enough, you can interact with them accordingly, eventually developing fruitful bonds. Healthcare CRM software empowers medical organizations to know their patients better personally.

Knowledge about each individual helps to formulate unique ways of interacting with them. Such a personalized approach to interacting with each person helps build bonds with them. That’s the power that CRM software can give to companies.  

3. What are Common Types of Healthcare CRM Software?

Healthcare CRM is a general term that describes a type of software. The types of CRM for the medical sector really depends upon where it’ll be used and the organization’s outreach goals. This section elaborates the types of CRM platforms.

Although the goal of customer relationship management software has been established, this type of software platform is a collective one. These solutions can undertake various roles like business data analytics, operational support, data aggregation, and so on.  

It would be more accurate to say that healthcare CRMs are mainly of three types – Analytical, Collaborative, and Operational. Each of these types has its functionalities for an organization’s operational requirements. Let’s look at each one of them closely –   

1. Analytical


This type of healthcare CRM software mainly collects data about the customers and stores it for future analysis. Such assessment yields vital clues about many different aspects of each customer based on their demographic information, history of medication, allergies, substance abuse, family history of the disease, etc. This helps the organization take a highly focused approach to interacting with customers. Customers are more likely to respond positively if they know that they receive specialized treatment from their healthcare provider. This goes a long way in fostering a lasting relationship between healthcare organizations and customers.

2. Collaborative


As the name indicates, collaborative CRM software for healthcare fosters lasting collaborations. It is especially helpful for large corporations that have multiple divisions managing various operations. Collaborative healthcare CRM software helps every division handle multiple communication channels with the entire base of customers.

Establishing lasting communications with customers is done through phone calls, messaging, emails, festive greetings, information about new developments, newsletters, and so forth. Subsequently, the data collected from these multichannel communications are analyzed by the collaborative CRM software to understand the nature of the customers. This information is vital since it helps companies craft personalized communication strategies to suit the preferences of every customer. Such an approach goes a long way in retaining customers.

3. Operational


Operational CRM software helps bolster an organization’s operations. Activities like marketing, lead generation, conversion, pre-sales, etc., involve their workflows and tasks. An operational healthcare CRM helps streamline and automate many of these activities to empower teams to achieve more with existing resources. It saves enormous time and effort as employees won’t have to do laborious, repetitive tasks and focus their energy on the core competency.  

This type of CRM solution for healthcare helps organizations maximize their productivity while consolidating workflows and reducing overhead by helping to boost mission-critical tasks that attract and retain customers.

4. What can Healthcare CRM Software Do?

A platform for customer relationship management in the medical industry delivers many benefits. If you’re a healthcare professional unable to decide whether or not you need a CRM, this section outlines everything that such a solution can do for you.

A healthcare CRM can help a medical practice management and a larger hospital in many ways. Repeated studies and research have shown that patient engagement is instrumental in improving the overall patient experience and clinical outcomes. Engaging with patients in a meaningful way is what a healthcare CRM platform can do best.  

A. Prevent Missed Appointments

 Prevent Missed Appointments

In the United States, nearly 20% of physician appointments are missed by people due to various reasons, and research shows that it costs the industry nearly $150 billion. In addition to that, patients who suffer from chronic conditions like diabetes, heart disease, and high blood pressure often experience worsening of their conditions due to a lack of regular consultations. A timely scan or an important blood test delayed by a few months could have severe consequences on the health of patients at higher risk.  

A healthcare CRM empowers hospitals to set up automatic reminders for the immediate next appointment and all future appointments. The reminders are sent as emails, phone calls, and text messages. The best part is that everything is automated. Hospital staff only need to enter relevant patient details once in advance, and the software platform takes care of the rest.

B. Patient Feedback

Patient Feedback

The internet has made it easy for everyone to voice their opinions on just about every matter. A CRM platform helps healthcare providers garner valuable feedback from patients and know how the patients feel. This helps doctors and hospital administrators alike improve any number of services and boost patient experience in the future. A healthcare CRM automates sending out feedback forms and collecting them.   

C. Patient Patterns

Patient Patterns

Perhaps the biggest advantage of a CRM platform is its ability to help organizations understand customers better. A healthcare CRM can help clinicians identify and highlight every patient’s behaviour and know how they might reach out better.  

Healthcare CRM software identifies patterns such as the sincerest patients, most regular or irregular patients, rate of no-shows, how patients find a physician, which outreach channel is most effective, etc. All of this information tells doctors how they might interact with each patient better to deliver better care.

Additionally, CRM software can also support provider relationship management. It can help healthcare providers manage patient data, communication, and engagement. By integrating data from various sources like EHRs, billing systems, etc., CRM can provide a holistic view of each patient’s history, needs, preferences, and feedback. Medical CRM solutions also allow providers to streamline and automate their workflows and processes, assisting in optimizing their resources and costs. It can also improve their quality-of-care delivery and clinical outcomes by leveraging data and insights received from various sources.

5. Challenges in CRM Development for Healthcare

Healthcare CRM software development system comes with its own set of challenges. Mainly there are five main CRM challenges:

1. High Cost

High Cost

High cost is one of the major challenges that can affect CRM success. The medical CRM system itself can be very expensive, and its implementation can be an add-on to the budget. Further expenses may include customization, data integration, training, and ongoing maintenance. Organizations trying to save money by skimping on implementation support may end up dissatisfied with running the CRM. It is better to invest in the implementation upfront, as it will pay off in the long run.

2. Time constraints

Time constraints

Building robust medical CRM solutions requires significant time and effort. You cannot rush into choosing and implementing the best system. It requires lots of research, testing, onboarding, deploying, and training, and this may result in a slowdown for your business and employees. Trying to save time on this aspect or skipping the process will result in a big failure. Hence, for successful implementation, it is better to set your expectations accordingly and be patient in embracing the proper process.

3. Data Quality

Data Quality

Healthcare data is often complex and distributed across multiple systems, and it may result in inconsistencies or errors. Even if you are following the “garbage in, garbage out” principle, you may put poor data into a CRM, and the output will be of poor quality. Poor-quality data or incomplete data can come from different sources, including faulty imports from previous CRMs or incomplete data entries by sales representatives. This can undermine the effectiveness of a CRM system, leading to inaccurate patient profiles, unreliable analytics, etc. 

Hence, it is advised to import existing CRM data carefully to ensure data integrity. You may try to incentivize your teams to input new data into the system correctly. It will maintain the overall data quality.

4. Communication


Effective healthcare CRM development necessitates close collaboration and communication among various stakeholders, including healthcare providers, administrators, etc. If your employees are kept in the dark about the CRM transition (intentionally or unintentionally), then it can also lead to a lack of adoption, resulting in CRM failure. Any kind of information conflict about the migration process can confuse the end user and hinder the appropriate use of CRM. Hence, it is essential to include adequate communication among your employees. This can avoid misunderstandings, misaligned expectations, and delays in achieving project milestones.

5. Technology


Many healthcare organizations, especially smaller clinics or facilities in underprivileged areas, may have limited technology infrastructure and IT capabilities. It won’t be wrong to say that both technology and your IT staff can contribute to a CRM failure. This is so because your IT staff might not have the right knowledge and skills to implement the new CRM or maintain it successfully. Even insufficient technological resources, including hardware, network infrastructure, and skilled IT personnel, can fail in implementing the CRM system.

On the other hand, the CRM itself might lack the necessary integrations with the existing software and may not offer the ability to build custom connections with an open API. Hence, this triggers the need to hire the right, skilled IT staff who have the right experience to assist with the CRM deployment process.

6. What are The Advantages of Using a Healthcare CRM?

Healthcare administrators who are unwilling or unable to decide if they want to implement a CRM solution in their organization risk missing out on several benefits. This section elaborates all the advantages that a CRM offers.

Just as industries like fast food, hospitality, and tourism have benefited significantly from understanding their customers better, healthcare too can derive many advantages from knowing their patients better. Let’s look at some of how it can help clinicians –

I. Superior Patient Records

Superior Patient Records

Patient records management is extremely important when it comes to treatments. Whenever a person goes in for a consultation, their health history reveals a great deal about their physical condition and helps doctors make informed decisions regarding treatments and medication. However, surveys revealed that close to half of the patients found out that their medical histories were incomplete or even missing when they went in for a consultation.  

Important aspects like prevailing health conditions, past surgeries and treatments, allergies, insurance information, and demographic information were either absent or not updated. However, a healthcare CRM offers a centralized repository for healthcare providers to store vital patient information and then retrieve it with a few clicks. Such a platform streamlines the process of data entry, ensuring that all the information about the patients is up-to-date. 

II. Personalized Patient Interaction

Personalized Patient Interaction

A patient’s needs depend upon their medical history. This would include allergies, previous treatments, medication, a genetic predisposition for diseases, a history of substance abuse, trauma, depression, etc.

Doctors cannot hope to build lasting patient relationships by interacting with everyone. If interactions with patients are tailored to suit their needs, they are far more likely to feel comfortable coming back to the same doctor. This is what a healthcare CRM can achieve.  

By accepting individual patient data and assessing the same, a CRM platform can help doctors customize their approach to engaging with every patient. This would be reflected in the emails sent, newsletters recommended, and educational material sent to make patients better aware of their condition to manage their health appropriately.  

III. Reporting the Success of Patient Interaction Strategies

Reporting the Success of Patient Interaction Strategies

Not every interaction with patients will be a success. A healthcare CRM tool would help clinicians track the progress of all outreach campaigns and gain important clues about them. This would highlight which yields greater leads and loyal customers and which ones don’t.

Reporting is important in healthcare CRM because it tells medical administrators and doctors where they need to improve. This function also shows where they’ve been successful so that they might learn valuable lessons and apply them elsewhere. Such valuable insight helps marketing and outreach plans evolve according to patient preferences and have a greater impact in the long run.

IV. Lower Administrative Overhead

Lower Administrative Overhead

Reliable estimates show that close to 40% of the healthcare costs are sucked up by administrative overhead. A healthcare CRM platform enables the non-clinical staff at medical organizations to automate many mundane, repetitive tasks. This minimizes the chances of making mistakes and boosts the team’s productivity.  

The best part? Automating quantitative work frees up time and energy for the staff to focus on other critical activities. Moreover, healthcare automation solutions also reduces staffing requirements. In other words, a healthcare CRM enables higher productivity, fewer mistakes, reduced staffing needs, and teams achieving more with fewer resources. All of this translates into lower overhead for the company and higher revenues. 

A medical CRM also aggregates all of the patient data into one place. Such a platform can organize a team’s activities by helping with assignments and monitoring each member’s progress. A team may also prioritize certain tasks over others when the need arises, leading to better collaboration and highly optimal use of company resources.  

V. Better Patient Relations

Better Patient Relations

Previously, doctors would speak to patients during visits, prescribe medication, and outline some general guidelines on healthy living, and that would be it. It was up to the patients to follow these instructions. However, not all patients share the same level of awareness regarding self-care and wellness, where effective patient engagement comes into play.

A healthcare CRM lets doctors engage with patients meaningfully long after the consultation. Doctors can use the CRM platform to help people manage their health better by making them more aware of their conditions and advising them about improving their lifestyles.  

Since a healthcare CRM contains all a patient’s health information, medical staff can program automated messages to each patient to remind them about tests, follow-up consultations, diet, habits, and lifestyle. This goes a long way in empowering patients to manage their health better and builds rapport between them and doctors. Such a bond encourages more people to reach out to physicians who clarify doubts and lead healthier lives.

VI. Effective Marketing

Effective Marketing

CRM stands for customer relationship management. As the name indicates, software for CRM helps optimize marketing efforts to derive better results. For healthcare, such a platform would help clinicians target every patient individually with customized messages, emails, and newsletters about the latest research, treatments, insurance plans, and so forth.  

When a patient feels that they have been specifically targeted for their condition, they are more likely to respond positively. A healthcare CRM empowers medical staff to do this for hundreds of patients, and each patient would feel like there’s something special in it for them. Such an individualized approach to every patient establishes a good rapport and generates more leads than a generalized approach for all people.   

7. Important Features of Healthcare CRM Software

There are numerous companies that have established a reputation for some of the leading CRM solutions. This section outlines the most important features would help organizations up their game when it comes to customer acquisition.

If you’re a healthcare professional looking for CRM software, it might get overwhelming to see numerous options available from multiple companies. While each one would have its own merits and drawbacks, it depends on your organization’s requirements which one to choose. But there are a few important features that you need to watch out for in any healthcare CRM software –

1. Healthcare Automation

 Healthcare Automation

Healthcare CRM software simplifies administrative operations management and improves workforce efficiency by automating the entire system. Medical CRM solution companies can help your clinical practice be more productive and handle more patients. Patient engagement systems can also fasten medical billing solutions and payment processing, reducing the lag period for receiving healthcare payment reimbursements.    

2. Third-party Integration

Third-party Integration

CRM systems in healthcare offer third-party software integrations that can save money and time. This can help make virtual care services, including telehealth, more efficient. CRM systems for healthcare make it easier to use different applications without switching between them. CRM software solutions automatically sync data and accounting software, eliminating the need for manual data entry. Healthcare CRM solutions also backup up and sync data with cloud-based systems.    

3. Data Analytics

Data Analytics

CRM vendors provide healthcare data analytics that provides detailed insights into patient health data. CRM in the medical sector enables doctors to visualize patient data to understand the potential health risks. It can help physicians make informed decisions and diagnose cases early on. Medical CRM software provides reporting and dashboard tools to view patient statistics and health status. Additionally, healthcare CRM software enables viewing profit and loss data to estimate the ROI returns.

4. Patient Data Management

 Patient Data Management

Healthcare CRM software enables the automatic management of large volumes of patient engagement data. Healthcare CRM platforms can help physicians obtain real-time data from various sources. A healthcare CRM solution allows the analysis of cases and provides patient knowledge through efficient data management. Physicians can use this data to visualize cases and prepare customized reports with healthcare CRM software.

5. HIPAA-Compliance


Physicians utilize healthcare CRM software to monitor patients, manage medical billing and healthcare payments, streamline workflows, report cases, and increase patient engagement. Patients may not be willing to share their medical records and make them widely available. Moreover, patients have a legal right to their health data security and privacy. Since CRM in healthcare deals with storing sensitive patient data, they must comply with HIPAA regulations. To be on the safer side, you can invest in HIPAA-compliant software development. Also, while selecting HIPAA-compliant CRM systems, make sure they offer data access safeguards, scalability, and automated data backup.

6. Healthcare CRM platform- A case study

 Healthcare CRM platform- A case study

A healthcare clinic in the US was struggling to increase its ROI, and its goal was to generate more profits through its core services. The clinic decided to implement healthcare CRM software and launch campaigns to increase patient outcomes. With health care CRM technology, launching and managing campaigns became convenient, and they generated more than $15M in net profit in a short period. This highlights that healthcare CRM software solutions can drastically improve patient reach and revenue generation.

7. Patient Categorization

Patient Categorization

The underlying benefit of every healthcare CRM software is its ability to better understand customers. In other words, organizations can leverage a medical CRM platform to assess information about their customer base to know which customers prefer what and, accordingly, devise personalized marketing strategies to grab their attention and hold it. This benefit is of enormous value to professionals in the healthcare industry since it helps them know their patients and categorize them.

Every patient has different needs. People with diabetes need different treatment than those with cancer, fractures, infections, etc. By classifying patients according to their age, disease, severity, or even history of substance abuse, marketing efforts can better suit medical needs. This is possible because a healthcare CRM software solution also acts as a repository of patient data, allowing clinicians to know each patient well.  

In-depth knowledge of every patient allows them to be categorized into appropriate divisions so that each division will utilize relevant marketing content. Things like breakthroughs in medical tech, newer drug research, novel diets, and exercise regimes can be marketed to the relevant people according to their medical conditions. This is one of the biggest benefits of being able to classify patients.

8. Platform Agnostic

Platform Agnostic

Healthcare CRM software needs to be compatible with PCs, android smartphones, and iOS-based devices. Different stakeholders in healthcare would use the medical CRM platform differently. Sales teams would rely on smartphones as much as laptops and marketing content creators would have to rely on PCs and laptops.

The healthcare CRM app would include applications to track campaign progress, obtain patient assessments, read reports, and more. When medical professionals use these features, it would be vastly better if the software was compatible with smartphones, tablets, and computers running on Windows, iOS, and Android operating systems. 

9. Task Tracking

 Task Tracking

The bigger an organization gets, the greater its promotional activities will grow. The key to successful marketing and promotions is establishing rapport with customers. Building this rapport takes elaborate advertising and outreach strategies implemented over time. Each member of the advertising department would need to carry out certain tasks as part of the larger campaign.

The best part of healthcare CRM software would be to track every task and report on its progress across a time frame. This allows for superior management and modification of marketing strategies since their progress and results can be tracked.

10. Patient Portal

This is one feature of healthcare CRM software that is almost entirely patient-focused. Since a healthcare CRM platform is meant to develop better relationships with patients, it is good if such a solution features a patient portal. People can log in to the patient portal from any location and look at their health information. The medical CRM would enable physicians to enter the latest patient information from consultations, test results, and scans.

The latest information about their health makes people better aware of their condition and participate more in treatments. Moreover, it is bound to improve the collaboration between patients and their doctors, which is the whole point of healthcare CRM software development services.

11. Patient Relationship Management

Patient Relationship Management

Medical customer relationship management CRM software should have patient relationship management features to enhance patient engagement, satisfaction, and overall care coordination. These features comprise various functionalities targeted to improve communication, personalize patient interactions, and streamline organizational workflows.

It allows customer support representatives to get instant access to relevant patients’ data and personnel schedules. This helps the customer support person efficiently book patient appointments with the right specialist, answer their condition-related queries, and make informed decisions during interactions through any channel, such as phone calls, text messages, email, or social media.

12. Sales and Marketing Automation

Sales and Marketing Automation

This feature allows healthcare CRM software systems to offer marketing teams relevant data to boost their marketing efforts, allowing a more targeted and effective marketing approach. It helps in demographic-based promotion targeting and automates lead scoring and segmentation, ensuring better conversion rates.

It further simplifies feedback collection, facilitating understanding the correlation patterns in patients’ needs. Meanwhile, measuring patient satisfaction through CRM can help health organizations improve their performance, identify at-risk patients, and decrease churn.

13. Referral Management

Referral Management

The referral management feature facilitates efficient tracking and management of customer referrals, benefiting businesses in various ways. CRM for doctors contains comprehensive profiles for each member of your referral network. It includes the complete patient interaction history. By accessing this information, hospital staff can automatically make a referral appointment, send reminders for upcoming appointments, and follow up with patients if they missed their appointments.

It helps in the targeted management of incoming referrals that can aid in building long-term relationships with referring professionals. Medical CRM software can be customized to have dashboards showcasing the number of referred patients, the engagement of referral providers, etc.

8. What Other Medical Software Can Integrate with Healthcare CRM?

The following listed are different types of medical software that can be integrated with Healthcare CRM:

A. Hospital Management Software

Hospital Management Software

It can seamlessly integrate with the medical CRM systems to enhance patient experiences and encourage loyalty by accelerating their journey through hospital departments.

B. Telehealth Applications

Telehealth Applications

Telehealth solutions allow health professionals to consult, diagnose, and prescribe treatments remotely. It uses various secure communication tools, remote patient monitoring medical devices, and mHealth apps, ensuring efficient integration.

C. EHR/EMR systems

EHR-EMR systems

Integrating with EHR/EMR systems allows CRM for hospital management to access patient history, clinical data, and treatment plans. This integration facilitates personalized care and better patient management. It can efficiently connect, streamline, and manage your patient data and related healthcare workflows.

D. Patient Portals

Patient Portals

When healthcare CRM software for hospitals is integrated with patient portals, it enhances patient engagement. It enables personalized communication by giving access to personal information, specialists’ reviews, appointment details, etc., stored in the CRM.

E. Pharmacy Management Software

Pharmacy Management Software

CRM integration with pharmacy management software facilitates prescription management, medication adherence monitoring, collaboration between healthcare providers and pharmacists, and more. It aids pharmaceutical companies to enhance the safety and precision of their operations, reduce waste, and boost their profits.

9. Common Myths about Healthcare CRM

There are a lot of unanswered questions and half-baked stories about customer relationship platforms in healthcare. This section dispels some of the most widespread myths surrounding healthcare CRM solutions.

Although CRMs in healthcare have penetrated the industry significantly, some common myths about such platforms persist. Healthcare administrators looking for a healthcare CRM software solution must not let these factors affect their decisions.

1. CRMs Are Only for the Sales Department

CRMs Are Only for the Sales Department

Healthcare CRM software solutions do more than automate your clinic’s daily operations. Online healthcare CRM systems improve the overall performance of your health center and enhance practice management. Hospital managers can understand ways to interact with and stimulate better communication between patients and providers better than the sales team. Healthcare staff is well-equipped with the measures to increase patient satisfaction using CRM information systems. The CRM IT system is not just a responsibility of the sales department. Cloud-based CRM for healthcare involves the entire medical team, including the staff.

2. CRM Easily Fits into an Existing Infrastructure

CRM Easily Fits into an Existing Infrastructure

This is a common myth about healthcare CRM software among practices that are newly adopting CRM. In reality, integrating CRM software solutions into an existing medical practice has its own set of challenges. Healthcare data forms a core component of healthcare CRM software, and medical records of patients from various sources are collected, analyzed, and entered into healthcare CRM systems. You need to remember that current patient portals must be reviewed to avoid process redundancies while introducing CRM in the health industry. Integrated healthcare CRM solutions can occur smoothly and effectively with the appropriate planning and decision-making.

3. CRM Is Not Needed When the Healthcare Already Has Many Systems

CRM Is Not Needed When the Healthcare Already Has Many Systems

You may assume that patient relationship management software is unnecessary when there are already many existing systems. However, this is highly incorrect. CRM for healthcare adds different value that other systems may fail to offer. Custom healthcare CRM software can be created and designed to include particular features you need. You can add specific features in your healthcare CRM solution that are lacking in the other systems.

10. Off-the-Shelf Or Custom CRM- Which One to Choose?

Before investing in the best healthcare integration CRM solution, health organizations should decide on what type of system they need for the development and deployment model. They can choose an off-the-shelf or custom CRM system. The differences between the two lie in the implementation timeline, system flexibility, associated cost, and hosting type, whether cloud or on-premises systems.

Off-the-Shelf Systems

Off-the-shelf systems are less flexible and may or may not meet the required needs of a particular organization. Since it is a ready-made, ready-to-use solution, the implementation time is relatively quick. Also, it may include some extra features not required by your organization and you end up paying an extra penny for it. The overall healthcare CRM cost can vary as per the platform but is usually considered cheaper than the custom-built healthcare CRM software. It cannot be flexible or scalable to adapt to the developing technology.

Custom Built Systems

The best part of custom-built systems is that they can be tailored as per the desired organizational requirements to meet specific goals. Customized healthcare CRM software can include various unique features that can boost productivity and workflow. Since it isn’t already built, it requires appropriate time for development or assembly and usually takes longer to implement. It is more costly than the off-the-shelf solutions, unless based on open-source software. It supports flexibility, scalability, and adaptability that makes it future-ready.

11. Steps to Have Your Own Healthcare CRM Built

If you’re a healthcare professional who has decided to implement a customized CRM solution for your organization, you’d benefit from knowing what to look for when making important decisions about the development process.

Customer relationship management software can be pre-built or customized to suit individual requirements. On the one hand, off-the-shelf software would be cheaper and save time for purchasing and installation. However, the chances are that it wouldn’t meet organizational requirements completely.

On the other hand, a healthcare CRM platform custom-built for an individual organization would serve its requirements completely. It can be developed to match organizational workflows to remove any burdens on the staff. Here are things to know if you’re going to have a customized medical CRM built for your organization –   

I. Find the Right Company

Find the Right Company

Several medical software development companies offer a wide range of healthcare applications. These might include solutions for telehealth, remote patient monitoring, healthcare management, practice management, healthcare informatics, or healthcare analytics solutions. However, it’s important to know if they’ve had significant experience developing CRM solutions for healthcare.

Just because a company might have a reputation for certain types of medical software doesn’t mean that they’d be among the leading providers of medical CRM. It takes a certain level of experience to cultivate a reputation in the industry, and a company’s track record speaks volumes about its proficiency. Make sure you check out a company’s previous medical CRM projects before you decide.   

Analyzing a company’s previous work would reveal the quality of its products and give clarity on what to expect. Such clarity would further help in overall decision-making. Also, watch out for companies that have been awarded for their work. Industry awards are an excellent indicator of excellence. Even though award-winning companies might cost more, they would be well worth the additional expense.

II. Finalize the Features

Finalize the Features

Every custom-built software needs features that help the organization optimize its workflows and bolster productivity. The features depend on the company’s goals and future growth roadmap. As mentioned earlier, healthcare CRM software could have numerous features. But which ones you choose completely depends upon your organization.

A small ambulatory care center would have different goals than a large hospital or a smaller physician practice. To understand what features might be suitable for your healthcare center, it might be better to hire a separate IT consultant or have a technical expert from the CRM development company size up your organizational workflows, operations, plans for scale, and staff strength before deciding on which features, you’d want to have included.

III. Finalize a Budget

Finalize a Budget

Every corporate decision ultimately boils down to how much money can be spent. Custom healthcare CRM software will take a fair amount of speculation to develop according to an organization’s needs. The budget for development must also consider the possibility of scaling in the future since the software may need to step up to match an organization’s evolving needs.   

After deciding the company and the scope of your marketing and customer relations operations, it’s time to sit down with the company experts and decide the expenses. The budget would largely depend on the number of features that will be included.

The budget must always be looked at as an investment rather than an expense. It might be years before this investment pays off, but that’s the nature of advertising for building customer relations. Any corporate expenditure, whether it’s hiring new staff, consulting with a business development expert, or opting for digital solutions to automate workflows, the value of the money spent is only going to be realized going forward.  

IV. Testing


After the company develops the healthcare CRM software, it is important to test it. The development process might take months, but it’s worth the wait. The testing should be carried out according to parameters that suit the organization for which the solution was developed. It would have to involve the healthcare administrators and the CRM developer team to ensure that the solution meets the stated requirements.

If bugs are discovered during testing, they are documented, and the development team will fix them. Later on, the platform is re-tested, and if it meets the requirements, it moves forward to being implemented. Implementing would probably take little time, but making sure that the staff gets accustomed to it might take a few weeks. This is expected when moving from a traditional workflow to a digital one.

12. Common Questions about Healthcare CRM

It’s natural to have questions about CRM platforms, especially if you’ve planned to implement one in your organization. In this section, we try to answer some of the most common questions about medical CRM solutions.

Purchasing a healthcare CRM software is a major decision. So, it is natural to have some questions before paying for a digital solution that will affect your advertising efforts. Let’s explore some of the most common questions that clinicians and healthcare administrators usually have before they opt for a CRM platform –

A. How Does a Healthcare CRM Help Measure ROI?

How Does a Healthcare CRM Help Measure ROI?

A CRM solution for healthcare can review, track, and monitor multiple marketing campaigns simultaneously. It provides a 360-degree view of the entire campaign and detailed reports of individual aspects of it. Advertising teams can check in real-time the amount of money spent on each activity, in addition to how many leads they generate, patients acquired, and revenue projections from them.  

The benefit of real-time tracking is that the CRM solution empowers teams to map the responses of every advertising outreach plan. This lets them know which of their plans are generating a positive response from customers and which ones aren’t. A scientific approach to measuring the success rate of customer interaction provides valuable insight into planning and strategizing campaigns. In other words, a CRM solution helps to lower the costs of finding new patients and retaining them. This is so because healthcare CRM software solutions make it easy for marketing teams to know the ideal people to reach out to – the ones most likely to respond positively – and target them with content suitable for their needs.

By providing detailed reports of everything mentioned above, healthcare CRM software offers reliable revenue projections for the foreseeable future. This gives an accurate picture of ROI for a given period.

B. How Does Healthcare Stimulate Customer Loyalty?

How Does a Healthcare Stimulate Customer Loyalty?

Healthcare CRM software allows marketing teams and top-level management to have a complete view of the customers—in this case, patients. Such a platform stores all patient information in one place, making analysis of this data easier, which in turn provides a total understanding of each patient. Healthcare organizations can customize messages and targeted content to personalize them according to patient preferences.

A patient recovering from heart surgery can be targeted with content relevant to cardiac care and recovery. Such content would include dos and don’ts, advice on diet and exercise, ideal lifestyle changes, etc. On the other hand, a patient recovering from serious physical injury could be advised of certain measures to help them manage their lifestyle for faster recovery.

In this way, every patient would feel valued and likely stay in touch with their physician long after the treatment. Moreover, such patients are also likely to re-visit the same physician for future consultation, in addition to recommending them to their friends and colleagues. In other words, when each patient feels that the physician is there for them throughout the care journey, it is bound to generate a degree of rapport and lasting loyalty.

C. What are the Factors to Be Considered Before Implementing a Healthcare CRM

 What are the Factors to Be Considered Before Implementing a Healthcare CRM

All the benefits that healthcare CRM software can offer are based on the data that it can access. In light of this, the data sources matter. Having multiple sources, like an EMR, a clearinghouse, a contact center, etc., would be beneficial. Having a successful CRM is all about understanding patients better. More knowledge about patients leads to a better understanding of their needs and, consequently, greater relevancy of the targeted content in advertising. 

Data on customers drives relationships with them, so this is a major factor to consider before opting for a healthcare CRM. Another parameter would be your organization’s goals. The goals of a physiotherapy center would be vastly different from those of a dental care clinic. The goals go on to define which features are needed for the healthcare CRM software.


Every industry has been investing aggressively in developing CRM capabilities. Hence, healthcare CRM software has become a major force to be reckoned with within the broader software industry. Physicians and researchers have agreed upon the importance of patient engagement for driving better clinical outcomes and improving patient experiences. In light of this, it only makes sense for healthcare organizations to view CRM solutions as necessary investments for their growth and the lasting wellness of patients.

OSP is a trusted healthcare software development company that delivers bespoke solutions as per your business needs. Connect with us to hire the best talents in the industry to build enterprise-grade software.


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