Strategic Marketing and CRM System

Prototype Components

Components	Descriptions	Status
1. Patient Details	- Personal details	Ready
2. Registration	- Patient registration	Ready
3. Treatment details and Imaging	- customer view of treatment details including drugs taken, before and after images	Developing
4. Transaction history	- History of Medication, consultation, payment and visit	Ready
5. Inventory	- Medicine inventory and sources - Update market price and cost	Ready
6. Booking		Developing
7. Administration	- Lookup tables for adding/modifying entries (products, price and etc.) - Backup system data - User access rights	Developing
8. Payments	- Collection, Payment, Invoice	Developing
9. Events and Alerts	- Open tasks related to patients, services, campaigns and operations - Alerts related to actions to patients, stock refill and etc…	Developing
10. Dashboard	- Key Performance Indicators to monitor the health of businesses	Next phrase
11. Campaign and Analytics	- Segmenting customers and interactions and applying appropriately costed services - Implementing customer strategies through integrated marketing, sales, and service processes for increased revenue and reduced costs	Next phrase

Process Flow Diagram

Interface Screen

Functional Module flow

Modules to be added

• Marketing Campaign
• Analysis Targeting Modules
• Patient feedback (client research information)
• External Web tied-up or external database entry point

Analysis Flow to be included once Graphic User Interface (GUI) and security feature all confirmed and setup.

Functional Specification

Main screen:

Giving doctors a clear view of to-dos everyday and status of outstanding services requests, operation issues:

- Today’s booking

- Open tasks related to patients, services, campaigns and operations that not yet closed

- Alerts triggered by patient’s history and personal details, low stock inventory which need follow-up actions.

- Patient registration order and status

Patient Details:

Interface to view and update patient personal details with listing of the relationship with clinics including past treatments, visits, payments, before and after imaging and etc.

Patient Registration:

When a patient comes into clinic, assistant will create an registration entry into system and at the same time, the updated queue will be shown on doctors’ screen and they will know how many patients in the queue. When doctors click on the next available entry, patient details with all the past treatments records will be prompted out, so doctors can easily know the what is the relationship with the patients, what kind of treatments they did before.

After the consultation, doctors just update the registration entry for that patient and the updated queue will be shown on assistants’ side and notice the assistants to proceed on the prescriptions, payments to close the services.

Quality Assurance

Items	Remarks	Action
1. User friendliness	User Acceptance Test	Seek feedback / signoff from process owners
2. Patient / Customer Satisfaction	Survey form to be incorporated and seek their feedback for suggestions for improvements in services	Web-based ( to be provided under Other Solutions – Web-based interactivity
3. Revenue Dealflow and Customer Tracking	Efficacy of the CRM must be underpinned from dayone	Basic functionalities must be ready for Phase I Delivery