The Dominance of CRM in the Healthcare Industry is Never Going to End

Updated on :October 17, 2023
By :Jemimah Rodriguez

"Health is Wealth" is an age-old saying. This is the reason why quality healthcare is so important for people all over the world. Even governments across the globe ensure that healthcare organizations are following standard guidelines so that communities are equipped with improved and quality healthcare services. Global warming, climatic changes, pollution, and newly emerging viruses every day have brought many changes in the lifestyle of the people and made them prone to new diseases every day. Precisely, the job of healthcare organizations has become much more challenging, and when there is so much to handle, it becomes complicated to manage their operations manually. This is where healthcare CRM comes into the picture. A healthcare CRM enables hospitals, clinics, and other healthcare institutions and organizations to operate flawlessly and build strong relationships with their patients.

Also, the healthcare industry is currently seeing a significant transformation with improved technologies. Access to comprehensive healthcare services and creating excellent patient care experiences stand as crucial growth driving factors for the healthcare industry. Providing cost-effective healthcare services, personalized medical care, and real-time monitoring of the functions of the patient care system through a centralized data system stands as a prime focus today. Additionally, building trust and having a great understanding with the patients is highly significant to have an enhanced reputation for any healthcare organization.

A robust CRM software plays an important role in building relationships between healthcare organizations and their patients. Combining CRM with healthcare enables hospitals to build a system that can hold all healthcare records not only at the hospital level but also at national levels. Such a facility can help avoid data fragmentation and allow seamless interoperability, providing the best hospital care, better outcomes, and efficient and cost-effective treatment without compromising data security and privacy.

The Global Healthcare CRM Market is indicated to touch USD 20.88 Billion by 2027 with a compounded annual growth rate of 7.4%.

The recent deal that Oracle made for $28.4 billion to buy Cerner; Epic’s agreement to install EHRs within Walmart health clinics are all examples of how the market is gearing up toward improving the complex healthcare system with technology.

The CRM for healthcare can integrate patients' clinical, financial, social, and personal details in a single integrated system powering quick & smart decisions and fostering excellent patient experiences. With the help of an advanced healthcare CRM, hospitals and clinics can offer quick services & solutions, improve their performance, satisfy their patients, and monitor their workflow flawlessly.

The use of CRM in healthcare is a process of managing patients' past, present, and future interactions and providing a 360-degree overview of every patient's requirements, helping you understand the expectations of tech-savvy patients and providing extraordinary experiences.

This article walks you through in-depth information about healthcare CRM which will eventually support the fact that the dominance of CRM  in the healthcare industry is never going to end.

What Is Healthcare CRM Software?

The customer relationship management (CRM) system specifically built for the healthcare sector is known as healthcare CRM software. It helps record, monitor, and track patients' records, including their demographic information, health history, insurance details, social and behavioral data, and much more. It operates as a centralized hub that provides easy access to every patient's information, including their habits and patterns enabling you to analyze, forecast, and make smarter decisions for the future success of your healthcare organization. CRM for healthcare is also known as patient relationship management software that can help your organizations understand your patients so well that personalized recommendations and unique strategies can be created to engage and delight them. This improves patient loyalty with healthcare organizations, which is the key to growth and sustainability.

What is Healthcare CRM?

Precisely, a health care CRM helps in knowing every patient closely, enabling you to formulate unique methods of interacting with them, delivering a better quality of services, and providing superior support. Enhanced services and support lead to satisfied patients and improved loyalty, which leads to increased revenue and financial growth of the organization. 

What Does Healthcare CRM Do?

Basically, there are four functionalities that the best CRM for healthcare can offer - 

Data Analysis

Healthcare CRM software collects diversified patient information, including their demographics, family history, allergies, medications, side effects, etc. With this 360-degree information, you can personalize the outreach and communication strategies that include appointment reminders, wellness advice, follow-up notes, after-discharge precautions, and many more. 

Team Collaboration

CRM for healthcare fosters lasting collaborations between multiple departments within an organization. A patient may have different health issues that fall under various divisions of a hospital. Healthcare CRM is a centralized platform that helps multiple departments of a healthcare organization to access real-time updated information about the patient and provide flawless treatments accordingly.


Streamlining and automating various operations is highly significant for all healthcare organizations. A healthcare CRM helps in saving the time and effort required in accomplishing many tasks manually relating to generating reports and managing resources. In a hospital, many tasks relating to sales & marketing and purchasing of materials, equipment, and technology need to be handled intricately. CRM ensures frictionless operations within the healthcare organization, which plays a major role in enhancing patient experiences.


When integrated with other medical software like EMR/EHR systems, Medical IoT, telemedicine software, accounting system, etc., CRM can help you get a 360-degree view of the patients and help them serve better. For example, the integration of CRM with an accounting system can help you determine every patient's paid and unpaid bills from a single interface with a few clicks or taps.

Many different healthcare CRM solutions available have distinctive merits and drawbacks. Depending on your organization's needs, it might become overwhelming and perplexing when you select one. But, there are some of the most important features as given below that you need to look for in your healthcare CRM software.

In short, healthcare CRM offers - a 360-degree view of patients, seamless connectivity between patients and service providers, access to real-time data, instant access to use cases, better management of appointments, financial readiness, and much more.

Key Features of Healthcare CRM Software

Healthcare CRM Software Features

Dashboard - Allows clinical and non-clinical staff to overview real-time information about every patient at a glance and receive regular updates about appointments, tasks, and inventory management.

Appointment Scheduling - This enables you to schedule appointments and notifies the patients through email or SMS. It also tracks rescheduled, booked, and canceled appointments in real-time.

Patient Segmentation - This allows medical staff to segment patients based on their disease, behavior, treatments suggested, examination results, demographics, and other personal criteria for delivering and promoting services.

Feedback Collection -CRM connected to the website can capture the patients' feedback, which helps fix the problems and flaws within the processes and systems followed by healthcare organizations.

Task Automation - CRM allows automating various administrative tasks like generating invoices, collecting payments, printing and sending statements to the patients, etc., leading to the entire healthcare organization's flawless and streamlined workflow.

Events and Reminders - CRM enables medical and non-medical staff to manage conferences and seminars and send automated reminders to doctors and patients about event updates and changes.

Patient Portal - Healthcare CRM allows you to launch a self-service patient portal that enables patients to book their appointments with physicians and doctors and access their medical records.

Performance Monitoring -CRM enables management to collect performance statistics of clinical and non-clinical staff and identify the demand for specific services or specialty treatments.

Customized Reporting -Using CRM, you can generate customized reports according to your organization's requirements based on departments, the treatment offered to the patients, the time spent by the doctor with each patient, or the most common diagnosis during a specific time.

Analytical Abilities - Analytical abilities in your CRM can help you access insights about key performance indicators like patient retention, revenue generated, and many more, enabling you to create accurate budgets for your future marketing plans.

Now that we have understood what healthcare CRM is, its functionalities, and its features, you might be curious to know why healthcare organizations need CRM? Below-mentioned is the reasons that make CRM a must-have for modern and progressing healthcare organizations.

Why Do Healthcare Organizations Need CRM?

Real-Time Updated Patient Records

When providing accurate treatment to the patients, having their real-time updated records becomes highly important. A healthcare CRM is a centralized repository having complete information about the history of the patients, the medications they are taking, and the treatments they are undergoing. It becomes easy for physicians to provide flawless consultations & treatments and prescribe medications based on the information provided by the CRM. This improves patient experience, which eventually fuels the growth of the healthcare organization.

Personalized Communication with Patients

If they start communicating with all the patients, physicians can fail to build long-lasting relationships with them. The interactions with the patients should depend on their present condition, records, allergies, psychological condition, and many more factors that impact their comfort. When given personalized attention, the patients are likely to come to the same hospital or doctor for treatment. This is something a healthcare CRM can help in achieving.

Reporting and Measuring Success

Not every interaction with the patient or marketing campaign can be successful in revenue generation. Healthcare CRM software enables hospitals and clinics to keep track of every marketing campaign and gain meaningful insights into the conversions and goals achieved. This also helps gain information about the patients loyal to your hospital or clinic. The significance of reporting and measuring success is high because it helps determine the areas in which a healthcare organization needs to improve and identify the strategies that have been successful and can be applied in the future.                                            

Lower Administrative Costs

A healthcare CRM allows non-clinical staff to automate routine and mundane tasks like sending emails, generating invoices, assigning resources, and many more. This minimizes the chances of errors, saves time, and boosts the team's productivity. CRM reduces the non-clinical staffing needs as more work can be done with fewer resources, thus saving administrative costs. Also, it frees up a lot of time for non-clinical staff to focus on more strategic and decision-making tasks. 

Enhanced Patient Relations

Earlier, doctors and physicians would just visit their patients, have a limited conversation about their treatment and medications, and provide general guidelines on healthy living. But, now, in this internet age, patients are aware of many diseases and treatments. This is where effective patient engagement is required. A healthcare CRM enables healthcare service providers to better manage their patients' health by sending them automated messages reminding them about their tests, follow-up consultations, habits, diet, etc., building a rapport with them, and building long-term positive relationships.

Effective Marketing Efforts

CRM (Customer Relationship Management) system is developed to optimize marketing efforts that help meet sales goals. When it comes to the healthcare sector, CRM allows healthcare organizations to target every patient individually with customized emails, messages, and newsletters containing information about the latest research, treatments, insurance plans, etc. When patients are approached with a personalized effort, it is natural that they are likely to trust and prefer your healthcare organization over your competitors.

Ensured Data Security & Compliance

Healthcare organizations need to follow certain guidelines and laws imposed by the Government. Moreover, the security of the data is very important as it includes the critical and personal information of the patients. Most of the CRM tools come with secured cloud storage and password protection that allows access to only authorized users ensuring the safety of the confidential data. Also, healthcare CRM is built to enable healthcare organizations to work according to the protocols set as per industry standards.

Thus, a CRM can improve patient safety, enhance healthcare quality, and decrease administrative costs making it a necessary tool for hospitals, clinics, or any institution offering medical care. 

Salesforce CRM, for example, has a module that allows health care providers to operate functions across the entirety of the health and life sciences industry to deliver the necessary patient care and experiences and to succeed in the health business. Do check GoodFirms’ complete review of Salesforce CRM.

Despite so many benefits of healthcare CRM, there are still some myths surrounding it that restrict healthcare organizations from implementing this advanced technology into their system. Let's have a look at those myths and facts debunking them.

Myths and Facts About Healthcare CRM

Myth #1 CRMs are Meant for Only Sales

Fact Healthcare CRM automates daily operations in healthcare organizations enabling you to improve the overall performance. Besides sales, it looks after automating administrative tasks and improves communication between patients and healthcare providers, resulting in better patient experiences.

Myth #2 CRM is not needed when EHR and EMR are there

Fact: However, this is highly incorrect because the EHR (Electronic Health Record) and EMR (Electronic Medical Record) tools can, of course, be a great aid in your practice, but these systems can fail in improving patient care. These tools are useful for only maintaining patient records, whereas CRM is used to engage patients and maintain excellent relationships with them. An ideal situation would be to integrate the EMR or EHR you are using with the CRM to break down silos and streamline the processes of your healthcare organizations.

Myth #3 It is easy to fit any CRM system into existing medical practice

Fact: It is quite challenging to fit any CRM system into your existing medical practice. It becomes necessary to select a CRM that suits your medical practice. Moreover, collecting your patients' medical records from different systems and feeding them into healthcare CRM can become difficult. So, a healthcare CRM that integrates other systems you are already using in your organization becomes highly significant to successfully implementing your healthcare CRM.

Let's have a look at some things to consider while implementing CRM.

Things to Consider While Implementing CRM

Define Goals

Whether you need to improve communication or deliver prompt services to your patients, the goals should be prioritized for a successful implementation of a healthcare CRM. It is significant to have clear goals while implementing a healthcare CRM to achieve desired outcomes.

Plan Smooth Data Transfer

Patients' data is very important for healthcare organizations, and when you are moving from manual systems like excel spreadsheets to an automated CRM system, you need to make sure that you have transferred all the patients' data carefully without any flaws.

Check for Integrations

Whether you want to integrate your accounting software or EHR system with your medical CRM, you need to make sure that it offers the integrations you require during implementation. You can ask for your requirements relating to integrations from your healthcare CRM vendor for better functionality.

Train your Staff

Training clinical and non-clinical staff to use healthcare CRM is very important for its successful implementation. It is required to involve everyone in your healthcare organization to start using the new CRM and get accustomed to it.

Test Before Making it Live

Even Though you select the best and most popular healthcare CRM software, it is significant to test it before making it live. You need to check whether it has been properly customized to suit your organization's needs and detect functional errors if any.

Take Technical Help

Choose a healthcare CRM vendor offering 24/7 technical support services. In the initial days of implementation of a new CRM, your employees might face many technical problems which need to be solved in a prompt way to avoid any interruptions in the working of your organization.

Similar to other software, healthcare CRM also evolves constantly. There are some latest trends in healthcare CRM that you need to check while you implement one.

Latest Trends in Healthcare CRM

Healthcare is notably one of the most dynamic and significant industries serving the population; this sector's constant demand for innovation and progress is inevitable. The improvement in patient care, affordability, and accessibility of healthcare services are some aspects that make the healthcare industry the biggest carrier of opportunities. Every day, new devices are being introduced that work toward tracking patients' conditions that help implement preventive methods to save their lives and improve their quality of life. With these transformations in the healthcare industry, CRM also needs to be updated to stay compatible with the new developments and meet the patients' evolving expectations. Let's look at the latest trends that are likely to impact healthcare CRM now and in the future positively.

Artificial Intelligence

AI integration with health CRM is the major advancement that can take the patients' experiences to the next level. Analyzing patients' behavior, interactions, etc., becomes much more accurate and accessible with AI leading to better treatments resulting in financial growth and reputation of the healthcare organization.

IoT (Internet of Things)

Undoubtedly, CRM for healthcare is taking advantage of this emerging technology by connecting IoT devices like wearable devices to know the real-time conditions of the patients. Patients' conditions diagnosed on time can save their lives and improve the quality of healthcare services and the reputation of our hospital or clinic.

Self-Service Portal

Healthcare CRM that allows patients to book or reschedule appointments and access information about their treatments, medications, etc., is in demand these days. As patients are getting highly tech-savvy, they want to decrease their dependency on non-clinical staff for many administrative tasks. Integrating self-service portals into healthcare CRM can help engage and involve patients and improve their experience.


Chatbots are used to enable patients to communicate with healthcare professionals 24/7. If you facilitate your patients with chatbots, they will automatically guide them through to get the right solution they are looking for. The healthcare CRM can capture all the information from chatbots, help you analyze your patients' requirements, and solve their queries promptly.


It is a common myth that blockchain technology is used only for financial transactions. Blockchain technology can help in upgrading your healthcare CRM too. It allows you to store more information in less space. Also, blockchain can take data sharing to the next level, making patients' records more secure and easily accessible. It can enable data sharing to multiple devices regardless of the operating systems and platforms used.


Accessing information from any remote location at any time has become a must in this fast-paced world. Especially when it comes to healthcare, it has become essential to provide patients with the facility to book their appointments or access their reports using their smartphones easily. Adding mobility to healthcare CRM can help you do that and deliver better patient experiences.

Looking into these trends, it can be derived that the future is really bright for healthcare CRM. In this era of highly intelligent, innovative, and advanced patient care, it has become significant for small clinics to multispeciality hospitals to adopt healthcare CRM. Let's go through the future of healthcare CRM worldwide in detail.

What the Future Holds for Healthcare CRM?

The technological progress and innovations in the healthcare sector are expected to be the key growth drivers of healthcare CRM. The demand for healthcare that allows early detection of diseases using wearables, mobile monitoring, and IoT devices is accelerating. Also, the integration of AI in healthcare has successfully improved patient care and the quality of life of people. The high demand for operational efficiency within healthcare organizations has also contributed to the growth and development of the healthcare CRM market.

The Key Takeaways

Healthcare organizations are attempting to enhance patient engagement by leveraging an integrated Customer relationship management system, which keeps all the departments connected and on the same page. It also helps in creating personalized experiences and staying consistent with HIPAA regulations. CRM in the healthcare industry serves as the first point of contact for the patients leading to an integrated approach toward web and mobile experiences. It also works as a centralized model of the data critical to your healthcare organization. Moreover, the use of artificial intelligence and machine learning can help your healthcare organizations reach your diversified audiences with a higher impact, yielding greater success for your marketing campaigns.

For your convenience, GoodFirms has generated a list of the best healthcare CRM software. Browse the list, and select the one that fits your requirements.

Jemimah Rodriguez
Jemimah Rodriguez

Jemimah Rodriguez is a content marketing specialist having 8+ years of experience in content writing, SEO, and social media optimization. At present, she is working with GoodFirms – a reliable platform helping businesses in selecting right Software Companies & Products. For further information, you can get in touch with her on [email protected].

Read Similar Blogs

Connected Systems Pave Way For New Revenue Models

Connected Systems Pave Way For New Revenue Models

Connected systems have brought a revolution in business process management. With the proliferation of cloud technology, edge computing, IoT, and the demand for ... Read more

CRM with RPA Vs. CRM without RPA

CRM with RPA Vs. CRM without RPA

Customer relationship management is known for bridging the gap between enterprises and customers by providing crystal clear visibility of every customer detail. ... Read more

A Complete Review of Salesforce CRM Software By GoodFirms

A Complete Review of Salesforce CRM Software By GoodFirms

Marc Benioff, Parker Harris, Frank Dominguez, and Dave Moellenhoff laid the foundation of a Cloud-Based Software-As-A-Service (SaaS) Company in 1999. The main o ... Read more