CRM Solutions

This section of our technical library presents information and documentation relating to CRM Solutions and Customer relationship management software and products. Providing customer service is vital to maintaining successful business relationships. Accurate and timely information provided in a professional manner is the key to any business and service operation. Our CRM software application TELEMATION, was developed with this in mind. But the ability to change is just as important in this ever changing business environment. Telemation call center software was designed from the very beginning for this environment. Many call center managers, with unique and changing requirements, have chosen and continue to use our CRM software as their solution of choice. Our contact center CRM solution is ideally suited for call center service bureaus.

Datamonitor

New research suggests investment in healthcare CRM and ERP applications is to rise significantly.

Enterprise software solutions which handle the relationships between an enterprise and its customers, having been widely adopted in other industries, are now able to offer significant benefits to the healthcare sector. Research from Datamonitor estimates the combined investment by the healthcare sector in the major western markets in CRM software will have a CAGR of 9% over the next six years.

This compares with just 3% for the CRM market in all verticals. Likewise, spend on enterprise resource planning (ERP) applications is predicted to have a 7% CAGR from 2004 to 2010.

Few industries are as important to the lives of all consumers as healthcare. Although other industries may describe their decisions or relationships as being a "matter of life and death", in hardly any instances is this the literal truth. Healthcare has always been at the cutting edge of technology in general, so it is a surprise to see how little use healthcare has made of IT. This is changing rapidly as the industry begins to realize the full potential of these technologies.

Although healthcare funding is rising rapidly, healthcare providers need to use products like CRM to control costs and more effectively automate their operations.

As the quality of other goods and services improves, consumers of healthcare are no longer willing to tolerate the levels of service once deemed acceptable. This generates demand for CRM systems in healthcare payers and providers, who had previously examined success purely in terms of customer survival now need to consider the overall customer experience.

ERP is also a growth area in healthcare. The major markets of France, Germany, the UK and the US will grow by an average of 7% annually over the next six years. Hospitals and other healthcare providers have the opportunity to benefit from the human capital management and financial solutions that are an established feature of most enterprises. The 7% CAGR of the healthcare ERP market compares with growth of less than 2% for the ERP market as a whole.

Healthcare is a rapidly growing and potentially profitable niche for enterprise application vendors. While clinical applications will take up much of the budget and most of the attention, ERP and CRM can will make a significant contribution to automating operations and ultimately to improving patient experiences.