BACKGROUND: InfoCure sells and services an array of healthcare software products including practice management, clinical records management and financial data solutions. InfoCure and its subsidiaries have more than 100 years of experience in the healthcare information systems industry. With an installed base of over 11,000 practices representing 66,000 doctors, InfoCure serves a broad range of medical specialties in all 50 states.
PLATFORMS: InfoCure has implemented Connect-Care on a fully redundant Compaq ProLiant Pentium III Xeon 450 processor system with 1.5GB of RAM. Connect-Care is running on Microsoft SQL Server Version 6.5 and is distributed via a wide area network to client desktops at 13 regional offices running Windows 95, 98 and NT using T1 connectivity.
PROBLEM SOLVED: In recent years, InfoCure has acquired numerous existing practice management software companies, and these operating units continue to serve highly specialized medical software markets. To provide a centralized, enterprise-wide solution, InfoCure needed a Y2K-ready client/server, Windows- based customer relationship management (CRM) system that also included a robust, full-featured knowledge base. InfoCure also needed a WAN-capable solution to serve its geographically distributed operations.
PRODUCT FUNCTIONALITY: Connect-Care is an integrated CRM solution that automates a wide range of support, sales, analysis and quality control activities. InfoCure uses Connect-Care to track all customer and prospect interactions in the company's support and sales organizations. In the customer support group, InfoCure utilizes the Support-Connect module to log all calls, to provide more consistent responses to customers through the use of database-driven knowledge, to manage call volumes and response times and as a queue for dispatched customer support calls. On the sales side, InfoCure employs the Sales-Connect module to track prospects, manage the sales cycle and generate management reports on the sales pipeline. Connect-Care also helps InfoCure facilitate the sharing of information between its sales and customer support departments. In the future, InfoCure expects to activate other Connect-Care modules to manage an ongoing customer satisfaction survey program and to coordinate enterprise- wide quality control processes such as defect management and return merchandise authorization.
STRENGTHS: InfoCure chose Connect-Care because the solution provided the kind of three-tiered client/server CRM solution needed to meet the company's distributed WAN requirements. InfoCure also required a highly customizable system that could conform to the needs of its distinct client base and create a consistent, centralized CRM platform. To that end, InfoCure has utilized Connect-Care's Architect feature to arrange large amounts of information on its unique customer segments through flexible hierarchies that can be changed as needed. Finally, Connect-Care was selected because it delivered a proven method to link many critical activities including sales, customer support, product development, shipping and other groups in a single, customer-centric solution.
WEAKNESSES: As of this release, Connect-Care does not provide full data replication for InfoCure's mobile sales force, although this functionality will be added in the next few months. The product's reporting system could also be more robust, but ProAmerica says upcoming releases will include substantial enhancements in this area.
SELECTION CRITERIA: After an extensive review of available CRM software, InfoCure implemented Connect-Care from ProAmerica. No other system demonstrated the ability to perform adequately over InfoCure's existing WAN infrastructure. Connect-Care is a robust, highly scalable and flexible enterprise-wide solution.
DELIVERABLES: Connect-Care enabled InfoCure to plan, implement and cost-effectively deploy a consistent, company- wide CRM solution.
VENDOR SUPPORT: ProAmerica continues to provide responsive and highly professional support. During the crucial pre- installation phase when InfoCure required significant customization services to meet its unique needs, ProAmerica delivered superior technical and product support.
DOCUMENTATION: InfoCure rates Connect-Care's on-line help as comprehensive. Because many Connect-Care features and functions were highly customized for the InfoCure implementation, system documentation remains a challenging task.
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