Custom Healthcare CRM Software development – Key Features & Benefits

Seeking medical advice or treatment has become highly expensive these days. As such, it would not be wrong on part of patients and their relatives to expect quick and easy access to the healthcare system, along with a personalized line of treatment, while being assured of complete privacy of their medical and health records.  With the huge amount of easily accessible information available on the net, patients and their kith and kin have become more aware and informed about the treatment they require and the best place they can get it. They have become more conscious of their health, and as such have become very particular about selecting a healthcare facility to seek treatment.

At the same time, technology has permeated almost every aspect of the healthcare system. The advent of AI, ML, IoT, and data analytics provides the healthcare sector with a unique opportunity to collect, store, and analyze huge amount of data at their disposal for meaningful analysis and deep insights. A reputable healthcare software development company with the requisite resources and tools can help the sector deliver high-quality patient-centered care, while at the same time lowering their overall operational costs to the maximum extent possible. A well-developed customer relationship management system (CRM) can help both the care givers and receivers derive maximum benefit from the latest available technologies.

The Definition of Healthcare CRM Software

CRM software (customer relationship management) is a software application developed to help an organization manage their relationships with their present and potential customers. In short, the primary aim of a CRM application is to help businesses generate healthy relationships with their target audience.

As such, the primary objective of a healthcare CRM system, also known as HCRM or medical CRM, is to aid the healthcare sector involve, acquire, and retain patients by providing enhanced healthcare facility across the entire line of treatment. The software application is to combine a patient’s details ranging from clinical, social to financial into a holistic profile. To achieve this objective, the CRM seeks data from a patient’s electronic health records (EHRs), and other interaction the patient may have by way of visiting a website or an advertisement or opting for a subscription service.  An important point to note here is that a CRM software developed by an established custom software development company can fruitfully be used by other parties engaged in the healthcare sector like pharmaceutical companies, health insurance providers and to medical suppliers to name a few.

Here we look at few of the important benefits and features of a custom HCRM, and how a good healthcare software development company can help you achieve these objectives.


The Cambridge dictionary defines a patient as “a person who is receiving medical care, or who is cared for by a particular doctor”. A patient as such under treatment for any particular ailment or sickness is likely to feel nervous, edgy and irritable. Healthcare CRM software can help soothe nerves by ensuring that patients have access to both the required service and the necessary information in a timely manner. For example, a patient can go online and schedule a blood test.  The lab technician will come and collect the blood sample from the person’s home. The blood is then sent to a lab for analysis, and the person can get the result by a secure mail or download it from the lab’s website. The person can mail the report to the doctor, and the physician can mail the patient the prescription. The prescription is them mailed or sent through WhatsApp to a local pharmacy, and the prescribed medicines are delivered by the pharmacy within a couple of hours.

The entire process is generally completed within a day, thus quickly relieving the patients of their anxiety, and at the same time freeing up medical professional to take up cases that require more urgent medical care.

HCRM systems gather data from multiple sources into a single database. This in turn help healthcare providers pursue a line of treatment based on a patient’s medical history, insurances, profile, etc.

Doctors and staff

Clinical care is getting complicated owing to a variety of factors and variables involved. This means the healthcare provider needs to act quickly to deliver coordinated care. HCRM tools can be of invaluable help here as the application makes the patient’s record available to the concerned person in real-time thus allowing doctors and other medical staff to mount a coordinated response in quick time. The application is also known to decrease the workload of the administrative staff by automating the entire messaging process. An HCRM can also help a patient get an appointment with the desired physician by finding the doctor’s routine, appointments, etc.

Key Features of Healthcare CRM Software

Patient management

A well-established healthcare software development company can help develop a custom CRM software that can help medical providers handle a patient’s record, appointment, test reports, prescription, etc anytime and from anywhere. Automated patient information management does away with the need of having a patient fill out the same form multiple times on various occasions. Healthcare CRM systems can help in bill generation, keep track of invoices and payments, and send automatic reminders in case of less or delayed payment.

Team management

Top of the line healthcare CRM solutions can help in effective team management. The task management tool can take care of various aspects like assigning duties, managing vacations, sick leaves, work-schedule, and payroll to name a few.


Healthcare CRM software developed by a reputable custom software development company can help in seamless communication with present and potential customers while completely adhering to all industry guidelines. For example, the software can deliver automated messages based on prearranged criteria such as:

  • reminders for appointment
  • surveys and feedbacks
  • reminder for periodic checkups.
  • Welcome email
  • Various promotional offers
  • Post-surgery medical tips and advice.

Chatbots are also available to respond to patients’ concerns and queries anytime of the day or night.