Premium Reports
Healthcare CRM 2016

Healthcare CRM 2016
Wide Variation in Provider Goals and Vendor Performance

Authored by: | Read Time: 3 minutes

The opportunity for customer relationship management (CRM) to have a meaningful impact in healthcare is growing. However, managing relationships with current and prospective patients and physicians often requires new workflows and access to consumer data not typically tracked in healthcare today. Even as this nascent market is still being defined, many vendors claim to help in a myriad of ways. This report will explain which of the most common niches vendors are being used in as well as help providers understand their peers’ current overall satisfaction with vendors’ technology and service.

1. EVARIANT HAS LARGEST CRM FOOTPRINT; TRAILS IN SATISFACTION

Among complete CRM solutions from healthcarespecific vendors, Evariant’s solution is the most widely adopted. Providers are drawn to its digital campaign functionality and robust, well-thought-out technology (built on Salesforce’s CRM platform).

Customers praise Evariant’s “all-you-can-eat” access to market and claims data, which doesn’t cost extra and enables the creation of precise marketing campaigns that drive ROIs. However, fast-paced growth has stretched Evariant’s support resources, and a tendency to oversell has left customers with unmet expectations. Product development has been slower than expected, and customers would like faster, more guided implementations.




2. PRECISION MARKETING DOMINANT USE CASE: EVARIANT HAS STRONG MARKETING TOOLS; INFLUENCE HEALTH OFFERS ROBUST REPORTING

Precision marketing is the most common reason providers adopt a CRM tool and is the bread and butter of Evariant’s and Influence Health’s solutions. Customers of both vendors report increases in new patient volumes.

Physician relationship management also drives adoption of CRM tools. Salesforce’s and hc1.com’s highly flexible PRM tools are the most effective for tracking referrals, touches, and other physician-specific data.





3. INFLUENCE HEALTH FOSTERS DEEP RELATIONSHIPS; HC1.COM, SALESFORCE EXCEL AT EASE OF USE

Customers of Influence Health enjoy strong vendor relationships and say that executives listen and give quick feedback, helping organizations optimize tools. The reporting module enables clients to analyze ROI and campaign results. Concerns over lack of integration and claims data have been reported.

hc1.com and Salesforce both have reliable, highly flexible systems that can meet a variety of CRM needs; both also tend to give less direct guidance to customers, who say they must build the system on their own or pull in third-party help.

Although too limited to map, early feedback on Healthgrades and Tea Leaves Health is that customers like the vendors’ technology and support.



CRM Offerings from Enterprise Vendors: No enterprise vendors except Epic currently offer a CRM tool; Epic’s tool tracks incoming and outgoing calls and is for contact management only.




4. SALESFORCE, INFLUENCE HEALTH HELPING CUSTOMERS ACHIEVE VBC OUTCOMES

Population health management is the top CRM functionality providers consider for the future. Some early adopters have achieved strong results using CRM tools to support value-based care (VBC) initiatives.

Salesforce customers have established cross-organization data feeds, stratified at-risk populations, and built care plans, resulting in shared savings and decreased costs. Influence Health customers use tracking capabilities to reroute frequent fliers in the ED, and they use wellness campaigns to increase preventive visits. Early data validates that Tea Leaves Health has out-of-the-box wellness campaigns. Though Evariant has the highest CRM adoption, no VBC outcomes have been reported.



“With Salesforce, we have the ability to create care plans, actions, goals, interventions, and all of those things for care coordination. . . . We have had a couple of huge wins in our ACO populations with shared savings. We have had over a million dollars in two of our eight shared-savings products, and we attribute that totally to care coordination.” — Director






Want to see full details?

KEY TOPICS

  1. Evariant Has Largest CRM Footprint; Trails in Satisfaction
  2. Precision Marketing Dominant Use Case: Evariant Has Strong Marketing Tools; Influence Health Offers Robust Reporting
  3. Influence Health Fosters Deep Relationships; hc1.com, Salesforce Excel at Ease of Use
  4. Salesforce, Influence Health Helping Customers Achieve VBC Outcomes
 Download Report Brief  Download Full Report

This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2018 KLAS Enterprises, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.