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Microsoft Dynamics CRM: Demonstrating Improvements in quality and efficiency of patient care

Updated: Nov 7, 2021

Learn how #MSDyn365 is enabling healthcare providers to deliver improved patient care, enhance collaboration within and among care teams, and improve their omnichannel experiences.


Microsoft Dynamics CRM provides functions typical of most commercial CRM packages, including sales force automation, marketing planning and automation, social listening and engagement, customer service, and analytics, that can be tailored to meet the unique CRM needs of healthcare organizations described previously. It also leverages Outlook 365, a combination of productivity and unified communication and collaboration applications, which works across any platform and device.


The intense focus on electronic health record (EHR) deployment by healthcare organizations across the globe presents a set of challenges for provider organizations looking to leverage their EHR investment and create a competitive advantage by providing quality care and improving clinician productivity by having better access to healthcare information. In the United States, the EHR vendors’ focus on meeting the latest meaningful use requirements inhibits EHR product innovation. Worldwide, many EHRs have not been migrated to more modern, nimble platforms, which makes them difficult to integrate with or extend by developing additional capabilities that could, among other things, enhance clinical workflow and improve care team collaboration.


IDC interviewed six healthcare organizations to understand the impact of their use of Microsoft Dynamics CRM solutions in conjunction with their electronic health record/electronic medical record (EMR) systems on the quality and efficiency of their patient care. These healthcare organizations reported that Microsoft Dynamics CRM is allowing them to better leverage patient data to communicate more effectively with patients, increase the efficiency of caregivers, and provide better quality of care. Based on these interviews, IDC calculates that these organizations will realize from their use of Microsoft Dynamics CRM average annual benefits worth $42,648 per 100 users per year over five years, which would result in an average five-year return on investment (ROI) of 391% by:




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