Fortis Healthcare — Marketing & Sales Automation, P360 & More

Executive Summary

Fortis Healthcare sought to unify their fragmented patient data and streamline 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

• 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 SimpleWorks Solution

• Centralized Lead Management: Consolidated all leads into a single platform for better visibility and follow-up.
• 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: Active Directory integration for secure SSO access for 150+ users.

Transformation Achieved

• 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.
• Security & Access: Achieved seamless ADID (Active Directory) SSO integration for 150+ users.
• Financial Clarity: Centralized patient and financial data allowed for efficient revenue tracking and advanced analytics.

Project Highlight: Speed of Execution

Fortis migrated from Salesforce to SimpleCRM Phase 1 in a record time of 24 Calendar Days — achieving streamlined lead management, enhanced patient engagement, and a complete 360-degree view without operational downtime.

Technical Integrations

• HIS Integration — Hospital Information System for patient data
• Active Directory — Single Sign-On for all users
• CTI Integration (iEnergizer) — for telephony and call tracking
• Website, Email & SMS — for campaign and notification delivery

Noteworthy

Fortis migrated from Salesforce to SimpleCRM Phase 1 in a record 24 calendar days — achieving streamlined lead management, enhanced patient engagement, and a unified Patient 360 view across India's largest private healthcare network.