Healthcare Case Study

Leading Indiana Health Physicians Group Increases EHR Training Efficiency and Adoption Using Cloud CRM

Indiana is home to one of the fastest growing, most complete multi-specialty physician groups in the state comprised of the most comprehensive network of primary care and specialty physicians. With more than 800 board-certified or board-eligible physicians, 200 advanced practice providers and 1,000 staff members at 100 locations statewide, the physician group provides patients with the most innovative treatments and latest technologies offering more treatment options than anywhere in the state.

Situation

With the many changes in healthcare regulation, and pressures in keeping healthcare providers and professionals up-to-speed on the latest technology, the physician group needed a better way to manage their technology training and support efforts for 100 physician practices and clinics throughout the state of Indiana.

For the group’s training and support team who visit multiple physician practices and clinics on a daily basis, on what they call “rounding”, managing the communication, training activities, contact information and follow-up became nearly impossible. The team was using email, Excel spreadsheets and Microsoft Word to manage their on-site training activities which became very unproductive and ineffective.  The team needed a better way to manage their clinic account and contact data, overall interactions and keep everyone better coordinated.

Solution

As the need for training and adoption on key health care technologies such as Electronic Health Records (EHR) became ever increasing, so did the need for better managing the training and support efforts for the large number of physician groups and clinics. The team knew they needed a cloud-based CRM solution due to the mobility of the staff and evaluated several different cloud CRM solutions. After considering all the options, they decided Microsoft Dynamics CRM online would be the best fit and could grow with their organization. They chose Microsoft Dynamics CRM because of the familiarity their team has in working with other Microsoft Office applications including Outlook, as well as the skill set PowerObjects brought to the table. They were impressed with PowerObject’s CRM expertise, healthcare experience, and ability to understand and deliver a solution that fit their needs.  

Key Benefits

One of the greatest benefits the organization realized with the solution was the ability for the team to access a centralized database of information. Before CRM, they were using a myriad of databases to manage their contact information and the activities associated with them. Now the team has an integrated CRM system that everyone can access and gain valuable information from. The training team is on the road every day, and having the ability to login and get the information needed to effectively do their jobs has been invaluable.

Through the dashboards and reporting set-up in CRM, not only does each team member have greater access and visibility into the data, they also can pull activity reports quickly and easily. From a team and clinic perspective, the reports show real-time status of each account and provide better visibility into the activities and follow-up that needs to occur. With this information at their fingertips, they can better manage their team activities and service the physician accounts with greater accuracy and insight.

With CRM in place, many of the manual activities in organizing and communicating with physician offices and clinics have been reduced. The teams are much more coordinated and spend far less time making phone calls and looking for data. Many of the team members cover a large territory, and now their days are more productive because they are focused on proactively meeting the training and support needs of their accounts verses worrying about if anything has fallen through the cracks.

Microsoft Dynamics CRM has also provided additional knowledge and intelligence on the training needs as a whole. Through the reporting in CRM, the team can better understand where they should focus their training and education, if there are gaps or needs to be met, as well as see overall technology trends throughout the organization. 

As the training and support team continues to expand its use of Microsoft Dynamics CRM, they plan to implement the marketing functionality of the solution to help nurture and communicate with all its contacts. The team is looking forward to utilizing the strong marketing functionality of the product to set-up a series of email communications to the physician practices to reinforce the education they provide through relevant and value-oriented content. It will be another way for them to keep the lines of communication open and strengthen their overall knowledge and adoption of important technology.

Overall, the team can’t say enough great things about the Power Objects team and CRM. Thanks to PowerObjects, they have seen a big increase in productivity as well as overall effectiveness and communication throughout the organization. Microsoft Dynamics CRM has been a big win for the team and they look forward to expanding it to other areas of the organization as their needs continue to expand and grow.

About PowerObjects

Established in 1993, PowerObjects is one of a handful of organizations recognized as a leader in delivering Microsoft Dynamics CRM/xRM solutions to customers. As a Microsoft Partner Gold Certified in the CRM competency, 2011 Microsoft Dynamics Inner Circle recipient, and Microsoft President’s Club member (2009-2011), PowerObjects has an impressive and rapidly growing list of customers benefiting from Microsoft CRM/xRM. PowerObjects fully embraces the power of customer choice and offers hosted, on-premise and online CRM deployment options. Headquartered in Minneapolis with offices in Dallas and St. Louis, PowerObjects provides CRM solutions to businesses and non-profit organizations in multiple industries including healthcare, life sciences, insurance, financial services, publishing, distribution, manufacturing and professional services. For more information, visit www.powerobjects.com or call 612-339-3355.