Key Highlights

• Healthcare CRM (customer relationship management) and contact centers are software solutions designed to improve patient and doctor interactions in the healthcare industry, ensure communication and improve the overall patient experience. Healthcare CRM focuses on managing patient relationships, tracking their interactions and preferences, and ensuring the delivery of personalized care. It helps healthcare organizations manage patient information, schedule appointments, and provide health information. On the other hand, communication centers facilitate effective communication between patients and doctors. It includes features such as phone calls, secure messaging, and appointment reminders to ensure patients receive timely and accurate messages. These systems are designed to improve healthcare lines of communication, reduce wait times, increase patient engagement, and ultimately improve the quality of care. Healthcare CRM and contact centers work together to increase patient satisfaction, streamline clinical operations, and foster better patient relationships.

• The market size of the worldwide Healthcare CRM & Contact Centre Systems Industry surpassed USD XX Billion in 2023, and by 2032, it is projected to reach USD XX billion, boosting at a CAGR of XX%.

• In April 2022, Cure launched a digital marketing and customer relationship management (CRM) platform designed specifically for healthcare to further help the company succeed.

• The demand for Healthcare CRM (Customer Relationship Management) and Contact Centre Systems is primarily driven by several key factors. Firstly, the increasing focus on patient-centric care and improved patient experiences within the healthcare industry has created a need for comprehensive systems that can efficiently manage patient interactions and preferences. Healthcare providers are recognizing the importance of personalized and timely communication with patients to enhance engagement and satisfaction. The rising adoption of digital technology in healthcare, including telemedicine and online appointment scheduling, necessitates robust contact centre solutions to manage these digital channels effectively. Furthermore, the COVID-19 pandemic has accelerated the shift towards remote healthcare services, further boosting the demand for these systems to facilitate remote consultations, appointment management, and patient inquiries. Lastly, regulatory requirements, such as compliance with data privacy regulations like HIPAA, drive healthcare organizations to invest in secure and compliant CRM and contact centre solutions. In summary, the demand for Healthcare CRM and Contact Centre Systems is propelled by the imperative for patient-centric care, digital transformation in healthcare, and the need for secure and compliant communication channels.

Scope of the Industry Profile

Key Players

• Salesforce, Inc (US)

• Oracle (US)

• Microsoft (US)

• IBM (US)

• SAP SE (US)

• SugarCRM Inc (US)

• Accenture (Ireland)

• Mercury Healthcare, Inc. (US)

• Infor, Inc (US)

• Pegasystems Inc. (US)

Segmentation

By Component

• Software Applications

• Solutions & Services

By Deployment

• On-Premise

• Web/Cloud-Based

By End User

• Hospitals

• Ambulatory Surgery Centers (ASCS) & Clinics

• Diagnostic Centers

• Pharmacies

• Medical Center

• Nursing Homes

• Other End Users

By Application

• Customer Service & Support

• Sales & Marketing

• Community Outreach

• Consumer & Patient Data Management

• Clinical Trials Relationship Management

• CRM Analytics

• Referrals

• Other Applications

What to Expect from Industry Profile

1. Save time carrying out entry-level research by identifying the size, growth, major segments, and leading players in the Healthcare CRM & Contact Centre Systems market in the world.

2. Use the PORTER’s Five Forces analysis to determine the competitive intensity and therefore market attractiveness of the Global Healthcare CRM & Contact Centre Systems market.

3. Leading company profiles reveal details of key Healthcare CRM & Contact Centre Systems market players’ global operations, strategies, financial performance & their recent developments.

4. Add weight to presentations and pitches by understanding the future growth prospects of the Global Healthcare CRM & Contact Centre Systems market with forecast for decade by both market share (%) & revenue (USD Million).

Recent Development

• In March 2022, Epic launched a relationship management service for healthcare consumers and is developing an app that uses real-time data to help doctors research the best care for patients.

Segment Insights

By Deployment

The demand for on-premise Healthcare CRM (Customer Relationship Management) and Contact Centre Systems is driven by several factors. Firstly, data security and compliance are paramount in the healthcare industry, and on-premise solutions offer greater control over sensitive patient information, ensuring compliance with strict data privacy regulations such as HIPAA. Secondly, some healthcare organizations prefer on-premise systems for their ability to provide a high degree of customization and integration with existing infrastructure, including Electronic Health Records (EHR) systems. This level of control is crucial for healthcare providers aiming to tailor their CRM and contact centre solutions to meet specific operational needs and workflow requirements. Additionally, on-premise solutions offer reliability and reduced reliance on external internet connectivity, ensuring uninterrupted communication and service delivery critical in healthcare settings. In summary, the demand for on-premise Healthcare CRM and Contact Centre Systems is driven by the need for data security, customization, integration, and uninterrupted service, all essential factors in the healthcare industry.

By End User

The demand for healthcare CRM (customer relationship management) and hospital communication systems is primarily driven by the need for better patient care in the medical environment. First, these systems allow hospitals to manage patient relationships by managing detailed information, improving communication, and tailoring care plans to the patient's needs. Hospitals are focusing on patient satisfaction and engagement to promote better health, making CRM systems important. The contact center facilitates communication between patients, healthcare staff and the management team, arranging appointments, managing questions and sending timely messages. As telemedicine and remote patient care grow in importance, these systems facilitate digital interactions. In addition, security and centralized management of patient data and information is required to comply with healthcare regulations such as HIPAA. In summary, the hospital's need for healthcare CRM and contact centers; patient care stems from the pursuit of improved communication and feedback to ensure safety, compliance and clinical effectiveness.

Regional Insights

The demand for healthcare CRM (customer relationship management) and contact centers in North America is driven primarily by the growth of patient care in the evolving medical environment. These systems enable physicians to streamline patient interactions, improve collaboration, and provide personalized services that maintain patients' motivation and loyalty. Additionally, the increased need for better care management, planning, and healthcare services due to the COVID-19 pandemic has revealed the leadership of CRM and contact centers. Additionally, regulatory requirements and data security concerns have encouraged healthcare organizations to invest in these systems for data management and better patient and tracking. In summary, the demand for healthcare CRM and contact centers in North America is driven by the search for improved patient experience, efficiency, and compliance with industry standards.