If you’re a manager or decision-maker who needs to improve organizational performance, remember that you need long-term strategies, not stand-alone tactics, to implement long-term solutions. In the digital age, this often means using technology to your advantage. The power of advanced technology has enabled companies in every sector of the economy to improve business processes and increase productivity. At the same time, technology has given organizations two important things: the ability to customize and the power to automate.
If you’re a manager, you likely want all of these features in one solution. You’re interested in reducing costs, reducing information asymmetries and improving staff performance. You’re looking for an enterprise-level solution, not a department-based one. You understand that, by doing this, you improve intra-firm collaboration and cooperation, thus enhancing your overall business. If these solutions sound too good to be true, they most certainly are not—not if you have the right tools. This is where CRM comes into play.
CRM, or customer relationship management, helps managers organize and maintain accurate records about all their stakeholders, contacts and business associates. Every customer you’ve done business with, every strategic partner you’ve met and every party you’ve ever represented can all be organized in a CRM platform tailored to your company. The power of CRM puts control into your hands; it gives you the best of both the IT and business worlds, enabling you to find out more about the people in your network/market and designing strategies/marketing campaigns that target their sweet spots.
Case management is all about coordinating services on behalf of someone else. It’s about collaboration. It’s a process that requires evaluation, planning, facilitation and advocacy in order to meet the needs of your client. In health care case management is about meeting your client’s health needs. It’s about keeping accurate records about the physicians, insurance agencies and clinics you work with in order to help patients get the care they need. CRM gives you a variety of options for carrying out these important duties.
CRM gives you a variety of options from customization to automation. CRM lets you create custom work flows for case management and escalation, while at the same time enabling the automation of routine functions performed regularly. It gives you the option of centralizing all your case information and tracking that information, which ensures that all your cases get the attention they deserve.
CRM for case management can also be used by government managers who face growing expectations from citizens, lobbyists, regulators, businesses and government officials. They must be prepared at all times to provide information quickly and efficiently. Through CRM, case management has never been easier. By enabling centralized government contact centres, streamlining citizen information across governmental departments and optimizing workloads, CRM offers a holistic solution for public sector managers.
Whether healthcare, the public sector or private enterprise, CRM enables managers to customize and automate their functions according to their needs. Ultimately, CRM does not make you a good manager, but it can certainly make you a better manager—one that is agile and responsive to the ebb and flow of your organization and broader environment. Keep pace with the digital economy and throw out the traditional legacy applications that have limited you in the past. Choose CRM and enter the digital age. Choose CRM and become a better manager.