Customer Relationship Management

A widely recognized pre-requisite for optimized profitability in the Health Care industry is the ability to successfully acquire, retain, and grow high-value members.  DHSoft's Customer Relationship Management solution provides companies with an optimal mix of technology and actionable data insight strategies to take their customer relationship management operations to new levels of competitive differentiation, operating performance, and profitability.  First, we help our clients optimize their customer relationship management capabilities by "tuning" existing relationship management and service operations with a comprehensive set of sales, marketing, and member service automation tools.

Our solution can then leverage advanced analytics to further optimize the customer experience and improve profitability by enabling:

  • Higher value member acquisition.
  • Improved cross-sell and up-sell performance.
  • Improved member retention.
  • More effective and efficient member on-boarding.

 

Our solution emphasizes a 360° view of the member (or customer), by ensuring that member information is optimally captured and utilized at every member interaction and touch point. Through the use of integrated data management, business intelligence, and advanced analytics strategies, we enable companies to manage each member relationship more effectively and profitably.

 

Our solution framework contains a number of components to optimize our client's "return on member", including:

 

Member Acquisition

Manage new member acquisition and the entire marketing lifecycle, while integrating the handoff to Sales Automation as a lead becomes a new member. Our marketing automation capabilities include:

  • Campaign Management
  • Marketing Resources Management
  • Coverage Plan/Pricing Management
  • Lead Generation and Management
  • Digital Asset Management
  • Marketing Reporting & Measurement

 

Marketing Efficiency and Effectiveness

DHSoft specializes in Marketing Efficiency applications, such as customized web self service implementations:

  • Bulk loading capabilities for all entities (not just standard entities).
  • De-duplication of member records and standardization of addresses.
  • Custom search capability through out predefine lists of entities.
  • Integration with external data source feeds.

 

Sales Automation

Technology and tools that manage the entire sales cycle, integrating marketing automation and member care solutions. Sales automation provides the following capabilities:

  • Lead Distribution
  • Contact Management
  • Offer management
  • Pipeline/Funnel Management
  • Sales Territory Management
  • Sales Reporting
  • Commissioning

 

Care & Service Automation

To manage the entire member lifecycle and integrate with sales automation and other business/operational systems such as member billing. Care & Service provides the following capabilities:

  • Member Care
  • Call Center Performance Management
  • Call Center Offer Management
  • Trouble Ticketing
  • Case Management
  • Value Based Routing and Workflow Optimization
  • Care Reporting
  • First Call Resolution

 

The benefits of DHSoft's Member Relationship Management solution include:

  • Reduced member management expense.
  • Integration of sales, marketing and service resulting in lower costs and better member experience and satisfaction.
  • Consistent member experience across all points of interaction.

 

Health Care Industry Case Study: Customer Relationship Management

Download DHSoft's case study of Customer Relationship Management in the Health Care industry.

Healthcare Industry Case Study: Customer Relationship Management Healthcare Industry Case Study: Customer Relationship Management