The presentation will discuss key components of Memorial Hermann’s deployed CRM solution: Community outreach for potential patients to attract and track their interactions with the hospital, and to ultimately obtain more patients Specialty group on-boarding process to automate the method of bringing rehab patients into the system for both inpatient and outpatient tracking Call center technology replacement from an older stand-alone system to a connected CRM system, allowing the hospital to track inquiries concerning events and patient referrals via the phone and online

1. Microsoft Dynamics CRM
for Customer Engagement

2. About Perficient
Perficient is a leading information technology consulting firm serving clients throughout North
America.
We help clients implement business-driven technology solutions that integrate business processes,
improve worker productivity, increase customer loyalty and create a more agile enterprise to better
respond to new business opportunities.

3. Perficient Profile
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Founded in 1997
Public, NASDAQ: PRFT
2012 revenue of $327 million
Major market locations throughout North America
• Atlanta, Austin, Charlotte, Chicago, Cincinnati, Cleveland, Columbus, Dallas, Denver,
Detroit, Fairfax, Houston, Indianapolis, Minneapolis, New Orleans, Northern California,
Philadelphia, Southern California, St. Louis and Toronto
Global delivery centers in China, Europe and India
~2,000 colleagues
Dedicated solution practices
~85% repeat business rate
Alliance partnerships with major technology vendors
Multiple vendor/industry technology and growth awards

4. Our Solutions Expertise
Business Solutions
Technology Solutions
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Business Intelligence
Business Process Management
Customer Experience and CRM
Enterprise Performance Management
Enterprise Resource Planning
Experience Design (XD)
Management Consulting
Business Integration/SOA
Cloud Services
Commerce
Content Management
Custom Application Development
Education
Information Management
Mobile Platforms
Platform Integration
Portal & Social

5. Our Microsoft Practice

6. A Microsoft Dynamics CRM Certified Partner
National Practice
• Certified Consultants Across the Country
• Specialize in sophisticated implementations
• CRM Industry thought leadership
• Integrations, Upgrades, and Enterprise Implementations
• Mobile, Social and Interactions are key areas of specialty
• Expertise in xRM solutions for Line of Business Applications
• Strong industry expertise: financial services, professional services and
healthcare
• CRM 2013 pre-Release TAP program member (both CRM online and onpremises)

7. Speakers
Robert Fitzer
Microsoft Dynamics CRM Practice Leader| Perficient, Inc.
@RobertFitzer
Kevin Kelly
Manager, Online Marketing| Memorial Hermann Health
http://www.memorialhermann.org

8. Agenda
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About Perficient
What is CRM
Connected Health
On-Boarding
Outreach
Round Robin
Memorial Hermann Success
Questions

9. The Power of Choice

10. Salesforce Automation

11. Marketing Management

12. Customer Care

13. Extended CRM (xRM)

14. Mobile & Tablet

15. Internal Social

16. Sales Intelligence

17. What is Connected Health?
Connected Health is a model for healthcare delivery that uses technology to
provide healthcare remotely.
Connected Health aims to maximize healthcare resources and provide
increased, flexible opportunities for consumers to engage with clinicians and
better self-manage their care.
Connected Health uses technology to deliver patient care outside of the
traditional care setting.

18. Why Connected Health?
Healthcare leaders continue to face demands for cost control while also
demonstrating improvements in quality that make care more patient-centric.
If healthcare organizations are to manage, evaluate and transform healthcare
delivery under radically evolving market conditions, then IT solutions are more
essential than ever before.
The goal is to have all stakeholders work to better coordinate care for patients
and members, making it easier to deliver high-quality care while spending
investment dollars wisely.

19. Key Objectives

20. Relationships Between Patients & Physicians
Relationship roles track the relationship between
patients and staff.

23. Outreach Programs
Outreach campaigns can be created to inform
patients of upcoming events and services.

24. Two Way Email Integration
Lists can be uploaded to any third party
marketing tool.

25. Contact Us Process

26. Create a Case
Staff can create cases to help with referrals to doctors.

27. Round Robin Referral Process

28. CRM in the Cloud for Healthcare
here

29. Memorial Hermann Success

30. The Past

31. Patient On-Boarding Process: The Future

32. Key Takeaways

33. Questions?

34. Connect with Perficient
Using SharePoint &
Social Solutions to
Drive Employee
Engagement
bit.ly/19dYtYa

35. Thank you for your time
and attention today.
Please visit us at Perficient.com