Paul Writer launches SAP Think Tank ,
Video interview series with Head of Sales highlighting best practices

Sumanta Ray,
CMO,
Narayana Health Hospitals & Healthcare

On customer centric sales automation…

Well I think it is very important with today’s data and analytics and the way people are using data- one is obviously on the digital side on the internet but otherwise also CRM solutions come into play in a large way. We have our own CRM system which we analyze data and run campaigns. For example, we have something called the senior citizens club in many of our hospitals where a lot of geriatric patients are enrolled and specific camps that we run say for orthopedics or cardiac screening it is very easy to communicate with them through such a medium and directly inform them about such activities so that they can participate. The other area where automation is playing a very large role is by providing information to patients specially at the out-patient area where people are getting SMS alerts and where also the waiting time is managed through digital alert systems. So on the out-patient side and customer loyalty side CRM digitization has helped in improving processes.

“The way people are using data- one is obviously on the digital side on the internet but otherwise also CRM solutions come into play in a large way.”

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