Understanding the value of Customer Communication Management (CCM) in healthcare
In the past year, we observed a significant decrease in foot traffic into stores, banks, as well as business, and healthcare practices. It is evident that we now live in a contactless era. The healthcare industry, as with other industries, has had to adapt quickly to the new digital landscape to ensure business continuity and market competitiveness. And there is a heightened need to improve patient experience as well.
The articles we selected give great insight into the current state of healthcare. Read about current digital transformation trends in healthcare; how to boost patient confidence with contactless customer communication and ways to improve patient experience.
Jason Pothen concludes with great advice on how Customer Communication Management (CCM) in healthcare can improve patient experience.
Need help achieving your digital customer communication goals so you can improve patient experience?
Improve Patient Experience With Customer Communication Management (CCM) in Healthcare
If healthcare providers had big plans to implement an improved patient experience in 2020, it is highly likely they were derailed by the pandemic. Fortunately, all is not lost. The pandemic acted as a catalyst for innovation in patient communication, driven by the necessity to continue doing business, as well as changing patient expectations.
Yet, when measured against other industries, healthcare still does not fare well when it comes to customer service. Due to their exposure to great customer experience in other sectors, patients expect digital, secure, self-serve access to their healthcare information.
Fulfilling these requirements, however, remains a challenge for healthcare providers. Strict regulations and complex workflow processes also impact their ability to focus on improving the patient experience.
But there is a solution -Customer Communication Management (CCM) technology is designed to solve many of these challenges.
- It provides tools, resources and a platform to manage all communications across disparate systems and teams.
- It gives you nimble, self-service tools to rapidly deploy communications. It enables consistent messaging across all the different channels including print, email, SMS, and web.
- It really facilities a seamless transition between print and digital communication channels.
CCM technology allows you to stay ahead of the curve when it comes to patient communications and digital adoption.
Regional Vice President, Utilities and Healthcare at Doxim.
Jason has 22+ years of experience serving a diverse array of industries, across a wide range of print and digital communication technologies. Prior to joining Doxim in July 2020, he was a Senior Client Services Manager at Taylor Communications.
In his current position as Regional Vice President, Utilities, Jason is focused on developing long-term client relationships to facilitate account growth and expedient conflict resolution, He retains a key interest in communication management in other regulated industries, such as the Healthcare sector.