Client Profile
Our client is a leading Nursing and Residential Care Facility located in the Midwest region of the United States, catering to both short-term rehabilitation patients and long-term residents. With a growing patient base and dedicated staff, the facility has always prioritized compassionate care, but operational inefficiencies were holding it back from scaling smoothly.
Before partnering with us, our client’s system relied heavily on manual processes, Excel sheets, and a paper-based system for critical tasks such as:
- Lengthy patient admission and discharge records
- Overlaps and shortages in staff shifts
- Poor staff scheduling and attendance tracking
- No Medical equipment maintenance logs
- Delayed billing and insurance documentation
These disjointed processes made it difficult for management to get a clear, real-time view of operations. Staff often faced delays, and patient satisfaction was impacted.
United State America
B2C (Business to Consumer)
The facility approached CRM Masters, as we are a Zoho Implementation Partner, to modernize its operations by shifting away from paper-heavy processes with the best Zoho Products. The goal was to increase staff efficiency, ensure compliance, improve patient and family experience, and create visibility for management into daily operations.
- Paperwork overload: Patient admission and medical records were managed manually, leading to errors and delays.
- Staff scheduling conflicts: Without an automated system, shift overlaps and last-minute changes were common.
- Equipment maintenance gaps: No proper digital logs for biomedical and facility equipment led to compliance issues.
- Delayed billing & claims: Manual invoicing slowed insurance claims and payments.
Lack of real-time insights: Management struggled to track occupancy rates, patient satisfaction, and cost efficiency.
Challenges Faced
Heavy Manual Record
Admission, health records, and care plans were managed on paper and Excel, making updates slow and error-prone.
Unorganised Staff Scheduling
Shift planning was manual, leading to conflicts, overwork for some staff, and misunderstandings in critical times.
Limited Communication
Families often felt uninformed about patients’ health updates and updates on billing status.
Difficulty in Compliance Checks
Safety, hygiene, and routine health inspections were tracked on paper, increasing the risk of missed checks and non-compliance.
Slow and Confusing Billing
Manual invoicing created errors and disputes, delaying payments and affecting trust.
Time Lost on Repetitive Tasks
Staff spent too much time filling forms and managing paperwork instead of focusing forms and managing paperwork instead of focusing on resident care.
Our Solutions
Zoho Creator for Custom Healthcare Applications
- Resident Admission & Care Plans
Digital forms capture medical history, care needs, and insurance details. Care plans are instantly accessible to nurses and doctors.
- Medication & Vital Tracking
Nurses record vitals and medicines in real time via tablets. Automatic reminders reduce the risk of missed doses.
- Biomedical & Facility Maintenance
QR code-based checklists allow staff to log equipment checks (wheelchairs, oxygen tanks, fire extinguishers, etc.) quickly. Reports are available in real time for compliance.
Zoho CRM for Client Management
- All resident details, care updates, and family communications are centralised.
- Families are notified about admission, care progress, and discharge via automated updates.
- Zoho CRM ensures transparency, helping families feel involved and informed.
Zoho Books for Billing Automations
- Automated invoicing for residents and their families without delays.
- Insurance claims are tracked digitally. Ensuring faster approvals and fewer errors.
- Families receive clear and itemized bills, boosting trust and satisfaction.
Zoho People for Staff Scheduling & Attendance
- Automated shift scheduling prevents overlaps and ensures proper nurse-to-patient ratios.
- Staff use self-service portals to apply for leave, making roster management smooth.
- Attendance and shift data integrate with payroll, reducing manual calculations.
Zoho Analytics for Compliance Tracking
- Nursing & residential care facility track occupancy, staff performance, and patient satisfaction scores in real time.
- Compliance reports for biomedical checks and facility safety are generated automatically.
- Management gets a 360-degree view of operations, helping with quicker decisions
Results
Key Outcomes Included
- Faster Admissions
Admissions & discharges became quicker with the help of Zoho Creator. Staff now enter resident details once, and the data is instantly available across the system. This reduced waiting time and made the onboarding process smooth for residents and families.
- Better Resident Care
Nurses receive automated medicine reminders and can log vitals directly through the app. Quick updates via Zoho Cliq ensure that doctors and staff never miss important information. This led to more reliable and timely care.
- Improved Financial Services
Families now get clear invoices from Zoho Books and are updated on care plans through apps. They no longer have to call repeatedly for information, building greater trust and satisfaction.
- Efficient Staff Management
Zoho People offers automated shift scheduling and leave management. This reduced scheduling conflicts and gave staff a clear view of their shifts, improving morale and efficiency.
Performance Improvements
faster resident admissions
better staff shift scheduling
improvement in communication
faster billing and payments
increased client satisfaction
About CRM Masters Infotech
(ISO: 9001-2015 & ISO 27001:2022) Certified Company.
We, at CRM Masters, are a trusted partner and provide Zoho Consulting Services across industries to simplify their processes and achieve measurable growth. Since 2016, we have been delivering customised CRM & other automation solutions for industries like healthcare, real estate, automobile, education, etc.
With a team of 100+ professional developers, we specialise in Zoho Customisation Services, Zoho Integration Services, & Zoho Migration Services to ensure every solution fits the client’s unique requirements. Our focus is on making technology easy, affordable, and impactful for businesses of all sizes.
At CRM Masters, we don’t just set up software, rather, we help businesses work smarter, improve customer experience, and drive long-term success.
Book your free consultation now!
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