Medical Practice Management Software and CRM: Bringing People Together


Operating a medical facility is no walk in the park. Between patient records, task organization, appointment scheduling, office reports, billing, insurance claims, and more, there are thousands of bits of important data that need to be kept accurate and organized. Given the low margins and high costs associated with patient care, accurate data can play a significant role in whether or not medical professionals can keep the doors open. However, there’s more at stake than money when one works in the healthcare industry — disorganized data can seriously complicate patient care, and can lead to lawsuits, criminal investigations, or even loss of licensure for healthcare professionals. Simply put, medical management is too complex and too important — both from a business perspective as well as a patient-care perspective — to risk on shoddy data keeping.

This issue was first addressed during the early 20th Century with the founding of the American Association of Record Librarians. This organization, which still exists today as the American Health Information Management Association (AHIMA), was responsible for the standardization of medical records, but without significant advances in information technology, the organization could only do so much. Today’s digital systems are capable of much more. Modern medical-practice management software automates many of the time-consuming tasks that make conventional paper record-keeping such an arduous prospect. At the same time, medical management practice software is capable of organizing and storing massive amounts of information digitally, eliminating the need for costly and sizable document storage facilities. Because of these and other advantages, approximately 80% of doctors in the U.S. use electronic healthcare record systems. However, the best medical-practice management software does more than just organize records; it integrates with modern customer relationship management (CRM) technology to provide an efficient, comprehensive solution — one that helps patients heal, and medical businesses grow their patient base.

Beyond Records

As the name suggests, CRM technology is designed to help businesses manage their customer relationships, as well as all of the data associated with them. This means that all contact information, preferences, history, and any other important data is stored in one central digital location. The most advanced CRM systems take advantage of cloud technology, making it possible for authorized users to update data in real time, ensuring that the same reliable, real-time information is available to anyone who needs it. The top medical-practice management software systems are capable of integrating with these CRM tools. After all, patients and customers have a lot in common; both groups expect a satisfying personal experience throughout the entirety of the relationship, and both groups produce large amounts of data that can be captured and analyzed to further that goal. CRMs promote collaboration, provide insights, and streamline the entire patient management process. In short, CRM-enhanced medical practice management system software makes it possible for medical professionals to focus less on records, and more on the patients behind them.

CRM Advantages for Medical Practice Management Software

CRM provides a number of benefits for those who rely on medical-practice management software, medical office software, or other medical recordkeeping tools. CRM makes it easy to track patients through their treatments, schedule appointments, send reminders, and perform all of the clerical tasks associated with operating a medical facility or healthcare office. That said, the real advantages of medical-practice management software coupled with CRM are threefold:

1. Having a complete view of individual patients
To provide the most effective care possible, healthcare providers need as much information as possible. CRM technology gives those providers the ability to coordinate data from a wide range of sources, including EHRs and medical devices and other wearables, to create a completely accurate patient profile. Care providers can then easily access medication information, research current conditions, and see a patient’s appointment history. They can even identify a patient’s contact preferences, so that the care provider will always be able to get in touch with them when they need to. When it comes to their health, patients want to give their care providers as much relevant data as possible. In fact, 71% of Millennials would be interested in a doctor/provider offering a mobile app to actively manage their well-being for preventive care, review health records, or schedule appointments.

An informed doctor is an effective doctor; top medical management CRMs provide medical practitioners with a holistic view of their patients’ overall health status in a way that is easy to access and act upon.

2. Making reliable care decisions for an entire patient population from a single central hub
Different patients need different treatments, which is why it’s so important for medical professionals to be able to provide personalized healthcare across the board. Unfortunately, there simply aren’t enough hours in the day for most healthcare providers to be able to give each and every patient a fully customized care plan. CRM change all that. The best medical-practice management software enables medical professionals to segment their patient populations based on a number of parameters, and then assign tasks to be relayed through each subgroup — such as reminding certain patients to get regular checkups, or following up with patients who are recovering from treatments. CRM also helps care providers by prioritizing tasks based upon most pressing need, so that the most critical cases are always top priority. Additionally, providers can use CRM technology to facilitate efficient hand-offs for when patients switch care providers, and can even map personal and professional care networks.


3. Effectively engaging across multiple networks, platforms, and devices with multiple stakeholders
All the patient data in the world isn’t worth much if it can’t be accessed by the people who need it, when they need it. This is why the best CRM systems are designed for easy and secure collaboration. Caregivers can coordinate efforts, assign tasks, and directly message one another. At the same time, effectively managing care plans involves more than caregivers; patients play a key role in their own treatment, and CRM systems can be designed to include patients, chart progress, assign goals, and find specialists for answering pressing care-related questions. This is made possible by CRM cloud functionality, which allows users on either side of patient care to communicate via any platform or mobile device. This promotes deeper engagement, and allows patients to develop a sense of ownership and responsibility for their own care.


The end result of an effective CRM-based medical practice management solution is business growth. By implementing CRM technology, medical professionals can connect with new leads while also building upon current client relationships. They can improve the effectiveness of patient care by automating certain tasks, such as patient reminders, high-risk patient management, and collaborative care planning. They can help medical professionals follow up on leads, apply leads to different channels and funnels, and control all lead sources from a single spot. More than anything else, CRM patient management gives healthcare providers the power to grow their patient base, while also giving their clients the high levels of customer service that they want, for a more stable business across the board.

Patient Management with the Salesforce Health Cloud

With CRM bringing so much to the medical-practice management software table, it only makes sense that the leader in CRM software solutions takes the forefront. Building upon time-proven CRM technologies, Salesforce has created the Salesforce Health Cloud — a powerful CRM solution capable of integrating with and enhancing almost any medical-practice management software — rather than serving as a replacement to conventional EHR and HRE systems. By using Salesforce Health Cloud to augment existing medical-practice management software features, healthcare providers can coordinate their EHR and HRE systems with membership and claims systems, demographic information, clinical and non-clinical data, medical devices, and even wearables. Health plans can more easily collaborate with care providers and patients, eliminating the risk of costly and stressful claim errors. Patients can take personal ownership of their treatment, by tracking their progress, identifying goals, and finding quick answers to treatment-related issues. Taken altogether, Health Cloud can bridge the gap between medical professionals, insurance providers, and patients in a way that benefits all three groups, while building trust in the process. Likewise, life science organizations can use Health Cloud to more closely engage with patients throughout the entirety of their care journey.

CRM for Healthier Patient Relationships (and a Healthier World)

Modern medical management can’t operate effectively without digital record systems, but that’s only the tip of the iceberg. With integrated CRM solutions, the best medical-practice management software becomes something more; it becomes a tool for bringing people together. After all, people are more than just sets of information. Close the distance between you and your patients, and invest in CRM for your medical management systems.

Modern CRM for Modern Patients

Patient data is everywhere, but unless healthcare providers have a reliable CRM solution to take advantage of it, it won’t do anyone much good. Medical professionals can turn this data, and the technology that feeds on it, into powerful tools to improve patient satisfaction. After all, there’s more to the modern patient than a simple entry in an EHR. Salesforce Health Cloud allows doctors to see not only the data, but also the individual behind the data, making patient-focused treatment a reality.


Innovate faster with trailblazing apps.

See how New England Biolabs, Invisalign, Eli Lilly, and St. Joseph Health all built game-changing apps on the Salesforce Platform.