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India’s leading Hospital Chain signs up Alletec for CRM Implementation

Alletec has won the CRM implementation contract for one of the leading chain of hospitals in India. With over 1900 beds and 12 hospitals in Delhi-NCR, Punjab and Uttarakhand; over 1600 world-class doctors and 5400 support staff; the hospital chain is one of the biggest & best in North India. It operates through 5 different channels.

The challenges identified include:

  • A number of disintegrated applications were in use
  • The contacts generated through each channel were maintained in excel sheets
  • Operational activities were being recorded in scores of excel sheets which were disintegrated and made it practically impossible to track on a regular basis given the degree of business operations
  • Patient History was not maintained in an organized fashion making it difficult to retrieve when required
  • Regular marketing campaigns were launched and executed without measuring their effectiveness and ROI.

Alletec will deploy CRM Online across 12 units in 2 phases. The 1st phase is expected to go live later this year while the total project duration is expected to be approximately 3 years. The company plans to deploy CRM for a user base of approximately 1400 pan India. In Phase I, Alletec will implement and integrate Microsoft Dynamics CRM with various external applications (Website, HIS, EHR, PACS, Outlook, DAS & Contact centre).

In Phase II, 2 portals (Doctor Referral Portal & Patient Portal) will be developed and integrated with the CRM system – the former will allow doctors to log in and key in reference patient details and simplify commission calculation while the latter will store reports and patient history for a specific period of time.

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