Tips on Selecting a CRM for Your Post-Acute Care Business

By Ashton Harrison | July 28, 2022

Investing in a Customer Relationship Management (CRM) system for your post-acute care organization can be a difficult decision. Finding the right CRM to fit your business, as well as determining the value for budgeting purposes, can be a thorough process. There are often business processes that need to be revised and improved to give you the maximum return on your investment.

However, the combination of the right CRM provider and a commitment to the implementation and training process will result in transformative results for your sales and marketing efforts, giving your organization an unparalleled advantage over your competitors.

Before selecting a CRM, here are 5 key questions to ask in the evaluation process.

Was it built for the post-acute care industry?

One thing your organization wants to avoid is the time and cost required to customize a generic CRM that was not designed for your business use case.  Finding a system specifically built to support the needs of the post-acute care industry will allow you to have the greatest success and return on investment. Otherwise, your team will end up wasting valuable time attempting to create processes with the CRM that it was not designed to do. This results in frustration, avoidance by your team, and in the end, a failed CRM implementation.

Is the platform a true Software as a Service (SaaS) model?

A platform that is designed as a SaaS model can help reduce the need for additional IT resources and costs for your business, because it is accessed exclusively through the cloud. This allows all system updates and improvements to be available as soon as they are completed, without the involvement of technical staff.

Is there a mobile solution available for iOS and Android devices? Does it cost extra?

Mobile apps are a must have for the investment of a sufficient CRM.  Here are a few things to look for in mobile solutions that are critical for success:

  • The app should be included in your package and not as an additional cost.
  • Be sure it is a native app built for both iOS and Android.
  • It should provide your reps in the field with real-time alerts.
    • For example, when a referral comes through, your reps should be notified immediately to pick up the order or send an e-card thanking the provider for their referral.
  • Ensure the platform can track expenses while in the field.
    • Reps should be able to attach a photo of their receipts and immediately record the expenses to ensure compliance with marketing expense limits.

Is the CRM scalable to grow with your business?

If you are investing in a solution to help your business grow, you will also want to ensure that the solution is capable of growing with your business. Find out if the CRM provider has properly invested in itself with adequate product and support teams, as well as a designated account manager that is committed to your organization. Their offering should include product integrations, such as with leading EHR vendors, and a pricing model that adds value as you grow your team and business.

Does the CRM track the data you need to be successful?

A CRM should not only keep your teams focused and productive in the field, it should also give sales leaders the insights they need to track and benchmark the performance of their team.

Look for a CRM platform that provides real-time ROI tracking for new and current referral sources. Ask the CRM vendor if their data aligns with your key business objectives and metrics. And finally, ensure that the CRM platform and dashboards can be customized to fit the needs of your business.

At the end of the day, you want a CRM solution that provides efficiency for your team and your business, not another software that adds more work and takes away valuable time and bandwidth. The combination of the right CRM provider and a commitment to success will provide transformative results for your sales and marketing efforts, giving your organization an unparalleled advantage over your competitors.

If your team is still on the fence regarding a CRM investment, check out our blog on the three ways a CRM can transform your post-acute business.

Ready to learn how Trella Health’s market insights and CRM can improve your agency’s sales processes? Request a demo now.


About the Author:

Ashton Harrison, Marketing Engagement Manager

With a diverse background of sales and healthcare marketing, Ashton manages Trella’s events, press releases, and media and association relations. After graduating from Florida State University with a major in communications, she began her career at Greenway Health, a EHR company, where she found her passion for the healthcare industry. At Trella Health, she’s able to do all the things she loves about marketing — engaging at events, interactions with partners, and creating marketing pieces that share insight on Trella’s journey.