Keywords: contact management software CRM project management software email marketing EMR and CMS EHR and CMS

97.1 What Is Contact Management Software?

Contact management software (CMS) is often also referred to as contact relationship management (CRM) or practice management software (PMS). CMS is a software that allows you to store information for anyone who has contacted you. We find this software useful in the daily business operations. With hundreds of contact management programs to choose from, it can be overwhelming for practices to know where to start. They need to understand why they need this software or how to use it for marketing purposes. In this chapter, we will look at what this software has to offer, how you can use it to help build the business, and what to look for since product offerings vary drastically from providers.

CMS, CRM, or PMS software is designed to help with day-to-day operations of a medical practice. Your traditional CMS was originally designed to simply store contact information. However, over the years with the evolution of the internet we have seen software companies incorporate more features into these programs. In addition to contact information storage, you may also find additional features such as online appointment setting, appointment reminders, billing, marketing, lead generation, tasks, reports, and notes. Companies found the more features they included, the more of a resource they can become to an individual practice. Most PMS currently will integrate with your electronic medical record (EMR) or electronic health record (HER) software.

With so many options and features available, the most important thing to think about is what is best for how you run your practice. To best utilize this software, you need one that conforms to how you do business. If you purchase a software that does not mesh with how your practice operates, you will have a difficult time seeing value in it. Identify where your “road blocks” are day to day and determine how software can help you and your staff. You will want to look at your existing software and see if they offer features you are not currently utilizing before you look at purchasing something new. There are companies out there that offer an all-in-one solution for PMS. If you are looking to change your EMR or EHR software, this may be the direction you want to look at. When used correctly, this can be a very effective tool to market your practice.

97.1.1 Advantages of Contact Management Software

The benefit of this software is a direct outcome of the effort you put into it. These tools are designed to improve efficiency within a practice because they can replace manual processes currently in place, whether this is with lead generation, appointment setting/reminders, billing, tasks, or marketing. Any of these items currently in place can be streamlined and automated to fill a void. The more items you can automate, the more time your staff has to spend with current and potential patients, allowing them to increase the patients’ personal experience in your office(s). In the end, the more you can increase your patient experience, the happier they will be.