In the healthcare industry, the ability to manage client data and care effectively is critical. Many organisations have been turning to software solutions to meet the demand for personalised services. Depending on the organisation's goal, two types of systems stand out: Client Relationship Management (CRM) and Case Management Software (CMS).

CMS helps your organisation streamline their operation by simplifying the care management, rostering, invoicing and quality management processes. On the other hand, CRM helps enhance the sales aspect of your business.

In this article, you will explore the distinct functionalities of CRM and CMS, and know if your business needs one, the other, or both systems.

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What is Customer Relationship Management (CRM)?

A CRM system is designed to manage customer information and relationships with optimal efficiency. This solution acts as the centralised hub for managing every interaction with potential and existing customers. Beyond its foundational sales purpose, CRM functionalities have expanded to encompass customer service, marketing engagement, and automation.

Moreover, modern CRM systems may incorporate more sales performance tracking and forecasting. Overall, CRM's primary goal is to optimise the sales pipeline, simplify lead tracking, enhance interactions with prospects, and close more deals. Hubspot is a example of a CRM software.

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The CRM Benefits?

The CRM allows sales teams to effectively track the entire sales journey. With marketing engagement features and automation, the sales team can build long-term relationships, guiding leads from the qualification to sales closure.

With detailed reports and analytics, companies can identify high-value customers, assess the performance of the sales teams, optimise customer services, and more.

For example, a scenario where a sales representative is preparing for a meeting with a client. With the CRM software, they can access the client's profile and discover that the client recently raised a service ticket regarding an issue with a product. As a result, they can address this concern proactively during the meeting to ensure customer satisfaction.

Similarly, when a customer calls in for support, the customer service team can instantly view their profile on the CRM. They notice that the caller is a high-value customer who has been loyal to the company for several years. As a result, the service team can ensure that they receive the best possible care and attention. 

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What is a Case Management Software (CMS)?

A CMS, on the other hand, is tailored for the healthcare and social care sectors. It offers features designed to manage and deliver client care at scales. At its core, CMS offers tools for care plan management, compliant invoicing, smart rostering, and compliance management. The aim is to provide personalised care to each client, ensuring their unique needs are met efficiently.

Certain CMS platforms, such as Comm.care, go beyond basic functionalities by offering client budget management, rostering automation, bulk-compliant invoicing, and automatic updates to pricing guides. These features help cut down on administrative tasks and ensure ongoing compliance for your organisation. Comm.care is an example of a case management software.

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The CMS Benefits?

The Case Management Software is an end-to-end solution for care providers to create and monitor care plans, manage staff schedules, and stay compliant. With a streamlined operation, organisations can expand their business seamlessly without sacrificing care quality.

Besides, in certain sectors like the NDIS, organisation is required to store client data and notes in a secure, cloud-based system within Australia. As a result, a cloud-based CMS like Comm.care is a great solution to store data securely.

The following is one of the examples of case management system use cases. An NDIS care coordinator is preparing to deliver a service to a participant. With the CMS, they review the participant’s recent notes and documents in a centralised view. These notes provide a comprehensive view of the participant's experiences of previous sessions and new challenges or achievements they've had. With this information, the care coordinator tailors the upcoming service session to address the participant's current needs more effectively. 

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Exploring the Similarities and Differences: CRM vs. CMS

CRM and CMS share some common characteristics. Both systems offer a centralised hub to manage and analyse client data effectively. They provide a digital means to store information securely, access data on demand, and report on various metrics that support decision-making. Overall, they help organisations streamline workflow and administrative processes to scale more efficiently.

While a CRM serves as an engine driving business growth through sales and customer relationships, a CMS focuses on care delivery, operational efficiency, and quality management. Organisations can view CRM as a tool to acquire more clients and revenue. In contrast, CMS is for client retention, ensuring client satisfaction by providing high-quality service.

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Do I need CRM, CMS or both?

Determining whether you need a CRM, a CMS, or both, depends on the nature of your organisation and its service. If the focus is on managing sales and customer relationships, a CRM is essential. 

If you're providing care services, case management software will be your go-to system. Companies running their businesses on free tools like spreadsheets often turn to a CMS when they find those free tools are holding back their growth, are inefficient or they simply need something more robust. 

However, many organisations find value in utilising both systems to cover all aspects of their operations, ensuring no client need or opportunity falls through the cracks.

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Explore Case Management Software (CMS) with us.

If you want to explore how the case management software can help your business deliver personalised care at scales, now is a great time to book a demo with us. Since 2013, Comm.care has been a go-to software for over 800 businesses. Comm.care can help your business enhance collaboration, operational efficiency, and participant care management.

Below are three of many key features that make Comm.care an essential tool for your organisation:

Real-Time Progress Notes: Comm.care allows caregivers to record and access NDIS progress notes instantly anywhere and anytime. This real-time documentation keeps your progress notes informative and up-to-date.

Consolidated Single-view Timeline: Experience seamless coordination with our 'timeline' feature. It offers a comprehensive view of all participant data, documents, notes and care plans, enhancing clarity and collaboration.

Streamlined Unified Communication: Comm.care centralises conversations between your team, clients, and their families on one unified platform. It creates a shared space for sharing comments, updates and insights throughout the participant's journey. This level of interaction enables your team to deliver the best care efficiently.

Book a demo now to explore how Comm.care can empower your team and streamline your business.