With escalating competition, it’s increasingly important for entities in referral-dependent medical specialties–such as diagnostic labs–to strengthen relationships with physician offices, according to trg Marketing Works, York, Pa.
Customer relationship management (CRM) tools have emerged to support many industries, but limited options specific to medical practices, prompted the company to develop Tracking Works, and Version 3.0 upgrades the original product introduced in 2009.
"We evaluated well-known general CRM packages, but we found them oriented toward selling products, not services. They weren’t designed for the complexity of health care relationships," said said Gail Schwartz, Marketing Works.
Tracking Works enables labs to:
- Capture critical data about referring practices, clinicians, and staff
- Uncover and correct customer service issues
- Monitor volumes and trends to identify the greatest opportunities
Version 3.0 debuts a dashboard displaying key effectiveness indicators, such as referral trends, top referring clinicians, and unresolved customer service issues.
[Source: trg Marketing Works]
