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
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
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
18.
19.
20.
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
22.
23.
24.
25.
26.
27.
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
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
31.
32.
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
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
39.
40.
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
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
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