Magic Touch Software continues to work hard in supporting our customers by adding new features and further enhancing those already provided. DLCRM Version 2 has just been released furthering the commitment to seamless integration, complete customer satisfaction and incredible ease of use.

New Features

CTI Enabled – Computer Telephony Integration

This new CTI module arms your employees with even more functionality that will help increase your lab’s support of customers and make every conversation smooth and well-organized. CTI allows for your users to perform many tasks quickly and efficiently including direct dial the telephone line with a click of the mouse, automatic record retrieval and New Call launch all without ever picking up the receiver.

With Caller ID provided by a TAPI compliant phone switch or a TAPI compatible modem and Caller ID service from your local telephone company, DLCRM can automatically search and retrieve the doctor record based on the incoming number, pop up a new doctor view, launch the Add Call Screen and start the timer all in one event. The Answer Call Screen Pop will also allow the user to transfer the call or reject the call directly from DLCRM without ever touching the telephone.

If DLCRM encounters a phone number that is not stored in any doctor record in the system, users can take advantage of the phone number training system included with this module. The Screen Pop will appear as usual, however since the Doctor record was not found based on the new phone number, the operator can manually retrieve the doctor record based on other information provided by the caller. Once the doctor record is found and the call is saved, that unknown phone number is now saved and associated with the account in the Alternate Phone Numbers section. From now on, whenever that doctor calls from that phone number, DLCRM will always recognize it.

Not sure where you stand on this technology? Give us a call and our experts will be glad to evaluate your current telephony system and work directly with you or your vendors to get you setup with the proper technology. In most cases, everything you will need is ready to go and requires minimal modifications.

*The Screen-pop feature requires DLCRM TAPI module sold separately. Requires full TAPI complaint phone switch. May require Custom Development and installation for certain phones. Custom development available for Server Telephony.

Case QC Rating

Under the Tools menu, you will find a new option labeled QC Rating (Outsourced Cases). The goal of this new module is to provide a QC process for those labs that outsource cases to other locations and specifically designed to help maintain records of quality and production. This module provides a vehicle allowing Laboratories to Accept or Reject any outsourced Case and track the chosen reason(s) for the decision based on those reasons available in DL Plus.

Once the case is returned to the Originating facility or location, your staff will simply approve the case based on ratings you create through DLCRM Maintenance or reject the case based on the Remake Reasons specified in DL Plus and also type in notes specific to the QC process or decision. Begin by typing in or scanning the barcode of the Case ID you wish to QC. Next all information related to this case will be retrieved and displayed in the respective section including Case Comments, Case Instructions, all Calls and the corresponding Call Notes, and Case images.

Once you are ready to evaluate this case, simply click the check box for Accepted or Rejected found on the right side of the QC window and also choose 1 or many ratings or reasons for your decision. Once finished, you can now click the save button to submit this quality check to DLCRM and a permanent record will be created and attached to the case.

Strong Password Enforcement - (SOX Compliance)

While legislation has been passed known as the Sarbanes-Oxley Act set a new standard for data and certification integrity, MTS vows to always protect company data and user security by remaining at the forefront of technology. Our efforts have resulted in increased strength in password enforcement.

You now have the ability to configure the DLCRM Server to require all users to periodically change their password and also place restrictions on how the password should be composed, as well as an added lock out feature for multiple invalid login attempts.

Doctor Tag Feature

Another powerful feature unique to the DLCRM application suite is the ability to “Tag” any doctor and later access this “tagged” doctor list to perform various tasks.

For example, as you work through a call list or just take a call from a doctor you wish to appease, you can simply tag the doctor by checking the “Tagged?”

check box found in top portion of the main Doctor View and later use this list to create a Mass Printing Correspondence that would offer a discount or some kind of promotion. As you can see the possibilities are endless.

Once this query list is created it can later be referenced at any time in the DLCRM query list found in the left side Outlook Toolbar.

Since these Doctor Tags are user specific, it is possible for each of your employees to maintain their own set of tags for various uses.

Finally, you can clear any individual Doctor Tag by simply clearing the check box or if you’re done with all Doctor Tags simply select the “Clear My Tagged Doctors” option found under the Tools menu.

Campaign Manager Module

The New Campaign Manager has been created to include new features and an even easier to use interface. Now you can access the Campaign Manager Module from the main Side Bar of the DLCRM application.

We have also created 2 different methods for associating doctors to particular Campaigns, either one at a time manually or by using a specific query. Here is another place where you will find the Doctor Tags useful as this query is available for use here.

Another improvement available with this new version release is the ability to create Calls associated with not only a specific doctor, but also with a specific campaign. This is especially useful when following up on marketing events, letters, promotions etc.

Mass Printing of correspondences have also been integrated with the Campaign Module allowing you to track any Mass Printing you have done and associated with a Campaign. The addition of a new tab on the main Doctor View makes all of this information available to any user with a simple click.

Under the Shipping Menu, you will find a new option called “Update Shipping Info.”

This efficient new module is designed as a way for laboratories to seamlessly and efficiently track all cases as they are invoiced and shipped by your Carriers. Simply add this quick and easy process to all your outbound shipments and no matter the carrier or method of shipment you will always have the tracking number and date and time of all shipments as they leave your facility.

Once this form is opened, the User simply chooses the appropriate Carrier, enters the Case ID as well as the Tracking Number. Upon clicking the Update button, DLCRM will update the “Time of Delivery” field found in the second tab of the Cases view in DL Plus and will also add a Case Location scan in DLCRM as “Outbound Shipment.”

Web Calls Management

As your doctors perform various tasks on your website, DLCRM has been enhanced to include tracking these various operations in the form of Calls. Depending on what Doctors are doing, DLCRM will either create a Pending or Completed Call and make it available in one central list known as Web Calls.

The following tasks will initiate a Call including, Contact your Lab via Web Message, Modify Doctor Information, Upload a file with and without a Case ID, Submit a New Case, Add Case Detail Comments, and post a Credit Card Payment. With a subscription to DLCRM Web Services, this feature will help make it even easier to know exactly what your doctors need providing you with the most comprehensive customer information available.

Enhancements

In a continued effort to make DLCRM the easiest software application you will ever use, this version release includes some new menus as well as some current Menu reorganization.

The new Doctor

and View Menus

provide global keyboard shortcut keys for features most commonly utilized in DLCRM. Also, you now have the ability to hide the main Side Toolbar found on the left side of the DLCRM application.

Call Notes Transferred to DL Plus Case Comments

Taking advantage of the tight integration with DL Plus, MTS introduces the ability to insert the Notes of a given Call added in DLCRM to the Case Comments found in DL Plus. A new check box has been added to the Add Call screen and when activated will automatically update the Comments of the Case associated with call with the same note you are adding. You even have the option to check this box by default based on a Global Setting, however ultimately the status of the check box on the call will determine when the current notes will be added. It is easier than ever to alert your technicians and production staff of important customer service issues as they emerge.

Scanning and Imaging in Full Color

For various optimization reasons as well storage conservation, DLCRM in the past has always converted the images to black & white. With this release, we have added to the RX Scanning module support for scanning and imaging in full color. Providing the scanner allows for color scanning, now every Case Image and Attachment can be viewed through DLCRM and DL Plus in color.

Note – The size of image files with full color are very large compared to black & white.

User Preferences

All user preferences are now stored directly in the DLCRM database instead of in the client’s Windows registry thus eliminating the need for users to be an Administrator or Super User in Windows. Also, Laboratories taking advantage of a distributed computing network or users that constantly switch computer terminals can take advantage of custom user preference settings as now it does not matter what computer you log on to DLCRM from; all personal preferences go with you.

DLCRM now has many new user preferences that you will find very useful as you perform your daily tasks. For example, you can decide what forms will automatically open when the application is launched, including the main Doctor View, My Calls Management or My To Do’s.

If you are taking advantage of the CTI module, there are also other preferences that will optimize your call center’s ability to take and track all doctor phone conversations.

Also a new Global Preferences has been added to provide a method for System Administrators to decide certain behaviors of DLCRM for all users. This includes the ability to choose what types of fields can be left blank when entering a Call, including Call Type, Call Description, Talked To, Call Department, and also if Call Notes will be added to Case Comments by default.

Case Info Page

DLCRM has now introduced a very powerful and comprehensive all in one Calls Report Analysis tool.

CTI Enabled – Computer Telephony Integration

New DL Plus case attributes have been added to the cases page in the DLCRM Doctor View including the Case Status tab which includes the Case Status Reason and also a tab with the current DL Plus Case Location.

Add New Doctor

When adding a New Doctor, you can specify the Route, Price List and Practice Groups at time of entry. This effectively eliminates the need to switch to DL Plus after saving a doctor record and having to fill in the info after the fact.

Doctor Comments

The integration with DL Plus has been enhanced to include Doctor Comments, Receivables, Managers, Marketing, Production, and General comments which are now fully populated and read directly from DL Plus. These comments are displayed on the on tab labeled “Comments.”

Case Finder

The Case Finder module has been improved in several ways. You will notice new options that will allow the selection of CaseID, DoctorID and Patient Name or all to be searched directly with simple check boxes making Case searches faster than ever.

In addition to the above criteria, you may also choose to search by important Case related dates such as Date In, Date Invoiced, Ship Date, Due Date or Date Billed.

You will also notice a new button that will allow users to create a Call directly from case finder eliminating the need to go to the specific Doctor record.

Alternate Phone Only

A check box has been added to the Add Alternate Phone Number form that will remove the standard formatting rules allowing users to record international phone numbers which may not follow the same format as US and Canada.

Call Description Link to Call Type

DLCRM now provides Users the ability to link a Call Description to certain Call Types. When linked, the Call Description drop down on the Add Call form will only show those Descriptions that have been specifically linked or those where a link has not been specified. For example, you may find that all Calls of Type “Follow Up” are specifically only Call Descriptions of “Case Inquiry” or “Marketing.” Once the link is specified, if a user chooses a Call Type of “Follow Up” only “Case Inquiry” or “Marketing” will be options for the Call description.

Enhanced Doctor Browse

A new Auto-Browse capability has been added so when searching for Doctor Records and more than one record is found, the browse window will automatically open. Once the user finds the correct doctor and double clicks the record on the Browse grid, the browse window will close automatically. Also a global keyboard shortcut has been added to open the Browse grid as Alt – W.

Document Folder View

You may now add a new folder, rename, or delete in the administrative options of Word Processing and Corporate Documents Folder View.

Unassigned Case Images and Attachments

From time to time, Labs may receive images for a Case that has not yet been logged into the system and as a result no Case ID has been associated with file.

These images are generally posted by Doctors in DLCRM Web edition. Under the Tools menu, there is now an option called “Unassigned Case Attachments.”

This new feature creates a vehicle for managing these images and allows these Case Attachments to be linked back to their respective Cases.

Follow-up Call

A new check box has been added to Add Call form that allows user to automatically create a Follow Up call if the current call has been completed.

Once the check box is marked to create the Follow-Up Call and the current Call is saved, this new form will appear.

You can now specify whatever characteristics you wish for the Follow-up Call including the day duration or a specific date and the Call Type.

Pricing

DLCRM V2 Upgrade

DLCRM V2 Upgrade is FREE to all existing customers with current Monthly or Annual Support Maintenance. There is a 3 hour installation and configuration charge for all installations.

The upgrade fee for customers without Support Maintenance is $500 per user license. The upgrades are performed after hours to prevent any down time or disruption in your lab.

CTI Module

The Screen-pop option is charged at $400 per active station. The price does not include any custom programming or custom configuration for systems that are not fully TAPI complaint.

CTI Server Module

Custom development is available for Server based Telephony integration and for all Labs with incompatible Phone Switches.

Scheduling your Upgrade

Please email gary@magictouchsoftware.com to schedule your upgrade. We are currently accepting installation appointments scheduled for July 10th and beyond.