Case Study: Telephony Integration with Zoho CRM for the Healthcare Domain
Overview
Introduction In the healthcare domain, efficient communication with patients is critical
to providing timely care and maintaining smooth operations. Front office staff,
administrators, and tele callers often manage a high volume of calls related to
appointment scheduling, patient inquiries, and follow-ups. However, without a structured
telephony system integrated with their CRM, these interactions can become chaotic and
inefficient.
Requirements
Requirement Healthcare organizations require a telephony system integrated with Zoho
CRM to streamline call management. This integration allows the front office, admin, and
tele callers to make and receive calls directly through the CRM. It also ensures that all
patient interactions, including walk-ins and appointment calls, are automatically added
to the system, providing a comprehensive communication record.
This solution is not limited to the healthcare domain. It can be implemented in any
organization requiring tele callers, such as sales, customer support, or administrative
teams. The system enables users or sales teams to add callers to the Leads directly or
Contacts modules in the CRM, ensuring seamless lead management.
Challenge
Before implementing telephony integration, the healthcare provider faced
several challenges:
● HR, doctors, and management had no visibility into the telephony call records.
● Missed calls and incomplete communication tracking led to inefficiencies and
poor patient experience.
● Tele callers had to rely on Spreadsheets to manage call records, leading to errors
and redundant effort.
Proposed Solution(s)
To address these challenges, we proposed integrating telephony into Zoho
CRM for the healthcare provider. The customer was already using a third-party
telephony application, Knowlarity, for their call management. We implemented the
following solution:
● Integrated Knowlarity with Zoho CRM to enable seamless telephony functionality.
● Enabled users to make and receive calls directly from the Zoho CRM interface.
● Configured the system to log all inbound automatically and outbound calls in the
CRM’s Calls Module, capturing essential details such as caller information, call
duration, and call type (missed, answered, or outbound). Set up a feature to record calls for future reference, ensuring compliance and
better accountability.
● Allowed users or sales representatives to add callers to the Leads directly or
Contacts modules in the CRM during or after the call.
Result
The telephony integration transformed the healthcare provider’s communication
process:
● Tele callers could efficiently make and receive calls without switching between
multiple systems increasing their efficiency by 80%.
● Missed calls and other call details were automatically logged in Zoho CRM,
ensuring no interaction was overlooked.
● HR, doctors, and management gained real-time visibility into call activities,
eliminating the need for internal follow-ups.
● The dependency on Spreadsheets for managing call records was eliminated,
saving time and reducing errors.
● Automated call management streamlined workflows, improving both patient
experience and operational efficiency.
● Sales and user teams could easily capture leads and contacts directly from calls,
enhancing their lead management process.
Conclusion
By integrating telephony with Zoho CRM, the healthcare provider achieved a
significant improvement in call management and communication transparency. This
solution not only streamlined their daily operations but also enhanced their ability to
deliver better patient care. Furthermore, this implementation is adaptable to any domain
requiring tele callers, offering organizations an efficient way to manage calls, capture
leads, and maintain comprehensive communication records within their CRM.