Leading Israeli HMO Maccabi Healthcare Services has won a Microsoft Customer Award for its successful development and deployment of a customer relationship management (CRM) system based on Microsoft's Dynamics CRM platform. The first of its kind in Israel, the system integrates all member requests to any Maccabi branch or its national call center from its member-patients throughout Israel all through a single, unified, simple-to-operate computer system. The award will be formally made to Maccabi Healthcare Services at the end of October at Microsoft's EMEA conference in Copenhagen, Denmark, where the system will be presented to attendees and a panel of CRM experts. Award winners were required to have implemented solutions involving successful migrations, custom software development or completing customer upgrades that leverage Microsoft's Dynamics technology.
"The new system integrates all our existing IT administrative systems," said Maccabi project leader Hanan Kramer. "It will for the first time enable computerized support for other processes until now done manually. The system will become a centralized administrative file of every member's request to us for healthcare service, change of personal information and even complaints. Every interaction with us by every Maccabi member will be documented, allowing us to provide superior service. For example, a person requesting authorization for hospital treatment can track his request with all of Maccabi's service providers, no matter where in Israel his request originated."
The system, developed with the help of integrator Eyron.net Ltd., is the only one of its kind in Israel. It has already been deployed at most Maccabi branches and next month will become operational at Maccabi's national call center.
"The system will soon be deployed among our nurses, physiotherapists and our other healthcare professionals," said Kramer. "This will enable them to file an electronic report on all service events that should be documented. "Maccabi is also considering deploying the system among its independent contracted physicians. Maccabi Director General Dr. Ehud Kokia added that "our new CRM system is an excellent example of Maccabi's commitment to provide superior service to its members. Even though the level of health of Israel's population is already among the highest in the world, we must strive continuously to improve our service to the country's citizens."
About Maccabi
Maccabi Healthcare Services is Israel's fastest growing health maintenance organization, whose 9,000 employees provide comprehensive medical coverage to more than 1,7 million people, about a quarter of Israel's population. Established in 1941, it operates 5,300 clinics throughout Israel, utilizing the services of 3,600 physicians, including some 450 senior consulting physicians heading departments at the country's private and public hospitals. Its network of institutes and clinics provides a full range of consultation and laboratory services and treatments that increasingly employ telemedicine, while Maccabi's own 44 pharmacies and 600 private pharmacies throughout the country dispense prescriptions received by satellite link.
www.maccabi-health.co.il