Let's start with what is CRM?
CRM stands for Customer Relationship Management. So there are a lot of online tools out there today that help with managing customer relationships. Most if not all platforms have core features and capabilities like capturing new customers through custom forms, creating a sales pipeline to track which stage in the sales cycle a customer is in, and of course being able to save and update customer contact information. We see a lot of similarities between potential patients and "customers", so we set off to find the best platform for our clients who needs a platform that can handle patients. Our search led us to monday.com
Reasons we picked monday.com
- More Structure and Consistency - Using a CRM tool like monday.com allows us to work with our clients to create some workflows that allow for multiple team members to work together. We wanted to find a tool that was faster and more efficient than some of the portals being used by our clients. A system that allows for real-time updates and notifications so individuals don't get confused on who is contacting who or updating what. We wanted to ditch the spreadsheets and large database for something that easier to use.
- Highly Customizable - Most CRM tools were built to capture and track leads and were built with marketers in mind. This led to many tools labeling every table, button, title as "Leads". We found that to be very confusing for our clients who's focus is on patients. monday.com lets us customize labels and pages so that we can name our items as patients. We were able to call the "sales pipeline" as our "active patients". We were able to set our different stages to be what each clinic's steps to contact the patient to get them into the study. We were able to edit what the outcomes of each patient interaction was.
- Automations - For many of our clients, patient recruitment is not their only job, so it is important that we find a tool that can save our client's time as much as possible. monday.com lets integrate with many tools our clients are already using and allows us to create automations so that certain tasks can be completed just by entering a value into a column or clicking a button. Some of our favorites include:
- Creating and sending out a google calendar event when you enter a phone screening date for a patient, and inviting the PI and the patient to that event automatically.
- Sending a reminder to the team when there is a patient that has not be contacted yet for more than a day
- Sending out appointment reminder emails to the patients on the day off or day before
- Bright Future - With regular updates for new features, monday.com has an exciting list of improvements on the horizon. If you add to that, the flexibility of what you can build and automate, we are excited to see what we can build with the help with our clients.
