The proposed system for customer relations management at DataMed is Microsoft Dynamics. Microsoft Dynamics is a database with in house servers. Integrating this with the current database will allow a stronger customer relations system to align DataMed’s values to their patient’s expectations. (Appendix 5)

Microsoft Dynamics (MD) manage cases more efficiently, because DataMed works on a case by case basis for each patient. It will be able to collect, analyze, and apply the information for each individual patient as well as compare through categorization.

This will assist in the scheduling capabilities of DataMed to provide seamless service experiences in easily identifying the required people and tools for the patients, thus convenient and satisfying to patients.

MD also provides universal queuing and routing through seamless multichannel coordination that helps ensure that patient interactions are handled effectively across the team, wherever they may be.

MD automates the business process and workflow. Automating reminders, transactions, and follow up interactions through an online platform between the patients and DataMed will allow for efficiency and effective for DataMed to create meaningful relationships with patients.

Microsoft Dynamics will use the centralized patient information (medical history, personal info, etc) collected and organized in the electronic health record internally as a knowledge management tool to harvest best practices, and empower team collaboration. This will share the relevant public information whether online or through other means with patients so they can help themselves anywhere, at any time.

This CRM system will allow DataMed to optimize efficiency, provide effective patient care, and streamline processes, to connect to back-office systems seamlessly.

Alternatives that DataMed could use for their customer relations management system are SalesForce – a subsection of SalesForce called Service Cloud (Appendix 6) to better capture the leads of the patients. The other was, Zoho Creator (Appendix 7), a cloud system to gather and analyze information for individuals to work online. However, these alternatives are not practical because they are all online and through a cloud service with a high risk of missing, loss, hacked information.  In addition, United States data storage is illegal for British Columbia medical records. The servers of Salesforce are located in the United States.