Fortis Case Study – Marketing & Sales Automation, P360 & More

Achieving Total Digital Transformation in Marketing, Sales & Patient 360 with SimpleCRM

• Client: Fortis Healthcare
• Industry: Healthcare / Medical
• Solution: Marketing & Sales Automation, Patient 360

Executive Summary

Fortis Healthcare, a leading healthcare delivery service provider, sought to unify their fragmented patient data and streamline their lead management processes. By migrating from Salesforce to SimpleCRM in a record-breaking 24 calendar days, Fortis empowered over 150 lead managers across 24+ units, managing over 10 million records with a unified, omnichannel platform.

The Challenge

Despite their scale, Fortis faced significant operational bottlenecks caused by disconnected systems and manual processes. Their primary challenges included:

• Inefficient Data & Lead Management: Leads were not being tracked effectively, causing delays in patient engagement.
• Fragmented Information: Patient and revenue data lived in silos, making it impossible to get a “Single Source of Truth.”
• Lack of Personalization: The inability to run automated, personalized marketing campaigns limited patient acquisition.
• Manual Processes: Critical tasks, such as VISA application handling for international patients, were manual and time-consuming.
• Analysis Paralysis: Difficulty in tracking and analyzing performance data hindered data-driven decision-making.

The SimpleCRM Solution

SimpleCRM implemented a centralized, automated architecture designed to unify Fortis’s operations:

• Centralized Lead Management: Consolidating all leads into a single platform for better visibility.
• Intelligent Automation: Automatic lead assignment ensures timely follow-ups and enables targeted marketing campaigns.
• Patient 360 View: Deep integration with Hospital Information Systems (HIS) to provide a comprehensive view of patient health and revenue data.
• Process Automation: fully automated VISA application workflows and streamlined account creation.
• Seamless User Management: Implementation of Active Directory for secure and easy user access.

Transformation Achieved

The impact of the implementation was immediate and widespread:

• Scale: Empowered 150+ lead managers across 24+ business units with a robust omnichannel platform.
• Data Unification: Integrated data from 5+ different systems into a unified Patient 360 view.
• Operational Efficiency: Streamlined operations capable of managing over 10 million records.
• Enhanced Engagement: Optimized lead management through website, app, and cloud telephony, enhanced by iEnergizer integration.
• Security & Ease of Access: Achieved seamless ADID (Active Directory) integration for Single Sign-On (SSO) access for 150+ users.
• Financial Clarity: Centralized patient and financial data allowed for efficient revenue tracking and advanced analytics for decision-making.
• Customer Satisfaction: Improved patient satisfaction scores through prompt, consistent, and automated follow-ups.

Project Highlight: Speed of Execution

Migration Record: Fortis migrated from Salesforce to SimpleCRM (Phase 1) in a record time of 24 Calendar Days. This rapid deployment achieved streamlined lead management, enhanced patient engagement, and a complete 360-degree view without operational downtime.

Technical Integrations

To create a seamless ecosystem, SimpleCRM integrated with the following key technologies:

• HIS Integration (Hospital Information System)
• Active Directory (Single Sign-On)
• CTI Integration (iEnergizer)
• Website & Email Integration
• SMS Integration
• WhatsApp Integration (In-Progress)

Noteworthy

Fortis migrated from Salesforce to SimpleCRM Phase 1 in record time of 24 calendar Days, achieving streamlined lead management, enhanced patient engagement, and 360 view.