Service providers in the aged care sector are faced with the same challenges as the companies belonging to other verticals. The organisations should be prepared to adapt the changes coming on the technology front and continue offering enhanced services to the elderly within limited budgets. However, this sector differs from others in the way it needs to cater to the requirements of its customers. The requirements and behaviour of no two adults are the same. Each one needs to be given specific care and treatment. Here is when a Customer Relationship Management (CRM)software comes into the picture. Consistent and innovative use of a CRM helps the institutions improve their aged care services by enabling them to get an overview of the patient’s entire history and note their special requirements if there are any. By offering an enhanced customer experience, the aged care service providers can leverage several benefits such as high enrolments, improved acquisition rates, personalised experiences and more.
A thoughtfully designed CRM strategy allows the aged care organisations to extract and utilise the available data to offer enhanced care services. A CRM solution enables the aged care services providers in the following business areas:
- Enhance care experience for the seniors:
Improving elderly’s experience at the aged care institution is the key to survive in the evolving landscape. A CRM is equipped with features that enable you to make a repository of all the requirements of the elderly and follow a customer-centric approach.
- Improve collaboration amongst team members:
With proper use of a CRM solution, you can ensure that all of your teams are on the same page. You can make sure that all your teams have easy access to all the information of any patient to take correct and informed actions in case any emergency arises with the elderly.
- Get better and deeper data insights:
The aged care institutions can derive deep insights from the available data and devise their sales and marketing strategies on the basis of the same. With this data, you can figure out what level of care is offered to an elderly and also track the number of hours spent by a caregiver with the senior.
There are many CRM solutions available in the market that will suffice all your specific requirements and enable you to offer quality aged care services. But I recommend Microsoft Dynamics 365 since it receives regular updates, has several modules which are loaded with features that streamline different business processes and is backed with reliable support. Also, the flexibility to customise and integrate with third-party applications and software is available to enable you to deliver quality aged care services. To learn how different modules help you tackle the challenges of the aged care industry, make sure to read on:
- Microsoft Dynamics 365 for Talent
One of the main challenges for the aged care sector is the scarcity of skilled resources. As per a report released by McCrindle, there were about 10 aged care workers per retired couple in 2010 and the number will reduce to 5 until we reach 2050. Constantly increasing workload, prolonged working hours and dissatisfaction in remuneration results in this resource crunch. By using Microsoft Dynamics 365, you can enable the carers to deliver more without stressing much. The carers can use Dynamics for Talent for logging their work hours and other administrative purposes. The service providers can track this from a user-friendly interface, monitor the accomplishments of the care givers and ensure that all the care givers are certified. Dynamics 365 for Talent allow you to have a look at the entire employee lifecycle and drive campaigns and initiatives on its basis. The application is available on mobile and hence enables the care givers to remain connected when they are on the move serving elderly at the comfort of their home.
- Microsoft Dynamics 365 for Sales
Another problem that the aged care sector is facing is the changing demands of the seniors. They have become more tech-savvy and prefer a quality experience over price. Aged care service providers can tailor personalised experiences for seniors with the Microsoft Dynamics 365 for Sales. The sales module allows you to gain actionable insights and automate the entire process. The insights will help you gather more information about the elderly’s requirements and execute marketing campaigns and improve your customer acquisition rates. You can use the module to boost customer engagement as well.
- Microsoft Dynamics 365 for Customer Service
As we talked earlier that the seniors’ use of technologies has increased by manifolds; it has become mandatory for the aged care service providers to remain accessible over multiple channels. By using the Microsoft Dynamics 365 for Customer Service module, you can empower your service agents with unified knowledge and applications that help them resolve the queries of their customers quickly. Moreover, since your agents are empowered with the appropriate tools, they are able to deliver a consistent experience across multiple channels to seniors and boost the quality of the aged care services.
- Microsoft Dynamics 365 for Operations
Seniors are certainly looking for a high level of care and this is only possible when you have all the operations in the correct place. You can use Microsoft Dynamics 365 for operations to streamline all of the moving parts of your business such as customer service, resource allocation, logistics and more. Microsoft Dynamics is available in the cloud and hence you have the flexibility of accessing all of the data whenever required on any device and take critical financial and management decisions. Since all your operations will be connected with Dynamics for Operations, it becomes easy for you to deliver satisfactory customer experiences.
- Microsoft Dynamics 365 for Field Operations
Emergency situations are not a new thing in the field of aged care but managing it is difficult especially when there is a scarcity of the skilled care givers. You can deliver quality aged care services in time with the Microsoft Dynamics 365 for Field Operations. With the flexible scheduling feature, you can include more appointments and ensure that the carer has reached out to the senior by remaining constantly connected with them over the smart devices. You can also combine data generated from IoT, wearables and predictive analytics to reduce the response time.
The aged care industry is certainly people-based and it is fraught with numerous challenges such as low budget, high expectations and the resource crunch. And in the near future, the elderly will like to exercise more control on the level of the care services that are being offered to them. In such a scenario, increasing dependence on technology is an apt solution. It is the correct time to start investing in the latest technologies such as IoT and wearables for delivering aged care services. CRM solutions such as Microsoft Dynamics 365 will ensure streamlined processes and operations. To learn the nuances of all these technologies and their applications, you can call us at +61 29098 6006 or drop a mail at firstname.lastname@example.org. We at Exigo Tech deliver efficient technology solutions to businesses of different sizes and sectors and enable the clients to offer standard services and gain an edge.
Redefine Aged Care Management with Microsoft Dynamics 365
Read our guide to know how Microsoft Dynamics 365 can help aged care institutions drive customer satisfaction