George Dempster

This Afternoon Technology in My Practice Customer Relationship Management (CRM 101) Merging I.T. & CRM

Technology Hardware Software 3 rd Party Service Providers Connectivity

Hardware

Software Operating Systems Practice Management Applications Business Applications

Operating Systems

Practice Management 50% 14% Other EMD Optimax IKAT

Business Applications Office Package AccountingAnti Virus

3 rd Party Providers Switching Houses BankingStorage

Connectivity 3GADSL Dial UP isdn

Networks Local Area Network Wide Area Network WirelessLinked

Technology?

CRM 101

Customer Relationship Management Customer relationship management (CRM) are methods that companies use to interact with customers. Includes – systems – customers -staff processes – collecting and sharing information The outcome satisfied customers – measured by company profitability

Establish your niche (skill – experience – technology) not price (what can the market withstand – rather than cost plus) Create material – logo – letterheads – business cards – picker – website – take on forms - signage Educate you staff – practice positioning correspondence – processes - pricing Step 1 – Position the Practice

Referrals – Optoms - GP’s – Exising Patients – Partners – Service Providers Unique identifier – biographical including - data of birth, gender, religion, – mobile number and Generate according to the community Use staff and technology to communicate Ensure you have clear positioning on Pricing – Service Level Agreements - Payment terms Step 2 – Gather Information Community Connect Content Communications Commerce

Outreach program - CPD meetings for Optometrists - GP’s - Schools and old age homes Establish daily and weekly targets Keep records – (number of patients – number of referring Dr’s - procedures – outcomes) Step 3 - Build your customer base

CRM Checklist Employees trained and empowered Customer service performance measures exist – attainable goals are set Regular and informative communications Employees build one on one relationships with key customers Conducive working environment - collaboration and teamwork encouraged Regular employer - employee appraisals Business processes reviewed and improved Customer data maintained – updated and improved Customer complains welcomed and resolved quickly

CRM 101?

Merging I.T. with CRM

My Website Practice website

My Website Online Forms

My Database Admin Tool

My Database Admin Tool

My Database Admin Tool

My Society Admin Toolkit

My Society Admin Toolkit

Bulk Communications

Bulk Communications - surveys

Rep Platform

The Results

Our Products

E Design – build – host and maintain a practice website 1 GIG ADSL per month400 SMS communications per month

Thank You