II. Doctor Accounts, Calls Management, Case Management
My Calls, Call Management, and Department Calls
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One of the most powerful tools in providing complete customer satisfaction to your doctors is the Calls Management module. This module allows your staff to track all doctors’ activities every time they contact your laboratory for any reason in the form of Calls and Call Notes. If the issue is not fully resolved, DLCRM allows you to assign incomplete calls to specific users or even to departments. Anyone can add notes or complete the call as necessary while DLCRM tracks all activity automatically. |
DLPlus Case Tracking and Status - Without leaving your seat, you can verify location, production status, billing status, track a case that has already shipped, or even view the RX image all while the doctor is on the phone with your staff. Imagine the ability to let your doctor know instantly as they call you that their case is currently in QC and is scheduled to ship today or has just left the opaque room and should be ready to ship in 2 days. DLCRM puts all of the necessary information in one place right at your fingertips including Case Tasks, Case Tasks Log, Case Products, and even Case Comments. As of result of such tight integration and superior design, with just a couple clicks, your staff can reference all of this case information in seconds as it occurs throughout your lab and processed in DLPlus.
Case Location Scanning - Part of the Case Tracking available in DLCRM is the ability to set the location of a case based on important areas of your laboratory or a specific technician’s work bench. For example, if a case has to be sent to a call center due to a need to contact the doctor, DLCRM allows you to scan the CaseID and update the case location as “Call Center” with the current date and time and of course is instantly viewable by all users. Alternatively, the case may be going to the plaster room to be worked on by a certain technician. DLCRM makes it just as easy to update a case’s location by technician’s bench number or location as well. The choice is yours. Providing the necessary processes are in place, this feature will take all of the guess work out of locating any case at any given moment.
Sales and Accounting Page - Tired of wondering what are your top accounts? Departments? Products? Based entirely on real time DLPlus production data, sales information is broken down by sales, remakes, and credits and further categorized by product types, unit groups, departments, sub-departments, major, and minor groups. At the same time, DLCRM makes it easy to follow up with delinquent accounts presenting all billing activity ranging from current monthly balances to 180 days past due to payment information.
Local Case Pick-ups Management - It has never been easier or faster to create, track, and complete scheduled or routine local pick-ups for all of your doctors while they wait on the phone. Once entered in the system it is so simple for your staff to view all requests in one central place while allowing the rest of your staff to instantly view any status changes.
Correspondence Tracking and Word Processing - DLCRM introduces the ability to create, publish, and track all marketing letters that you will send to your doctors making it easier than ever to know what discounts and promotions your lab is currently honoring while standardizing your laboratory’s communications with your doctors. Need a new letter for a product promotion you wish to launch at any given time or need a letter to remind your doctors of a current balance due? Let DLCRM help you create the letter through the powerful Word Processing module. This component allows you to write, format, insert any merge field available in DLCRM, and even publish the letter to DLCRM in seconds. Now the letter is ready for printing and tracking within DLCRM by any employee in your laboratory.
Mass Printing and Marketing Campaign Tracking
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It’s never been easier to target certain accounts for direct correspondence based on any characteristic you can think from product sales to past due accounts to physical locations. Simply decide the letter and query you wish to use and DLCRM does the rest by printing and tracking the correspondence for each doctor involved. Taking this valuable feature a step further, DLCRM breaks new ground with the ability to create Marketing Campaigns and track their performance. Simply create a Campaign ID and associate every Mass Printing of any letter you wish to count towards that campaign and DLCRM tracks all this information to each doctor record involved. |
Doctor Supply Fulfillment Management - DLCRM takes the guesswork out of fulfilling your doctors’ supply requests. All requests are viewable in one central place for your staff to process, while the rest of your customer service team can instantly know if the request has been processed or is still pending.
Alternate Phone Numbers - Yet another way to support your doctors is the ability to maintain as many Alternate Telephone Numbers as you wish and relate them to a particular doctor record. Always be able to contact your doctors at any time with this feature.
Affiliations and Members - You can also keep track of any and all organizations or other affiliations that your doctors may belong to as well as the current membership numbers. For example, if you wish to keep track of the fact that one of your doctors is a member of the ADA and AGD associations, DLCRM makes it easy to simply click the Add button and enter the appropriate information.
Staff Members - DLCRM also makes it easy to keep track of every employee of your doctors’ office your lab personnel may have ever dealt with over the course of a business day. It is now possible to know the name and position of someone at the doctor’s office needed to resolve any issue that may come up. In conjunction with the powerful calls feature, you can count on ending the guessing game for the proper contact at your doctor’s office. With this feature, you will know the name, position and contact information for any employee at any given moment.
Contacts - Yet another way DLCRM provides complete customer information is the ability to record an unlimited number of contacts or associates. Anyone that may work with or share clients with any doctors’ office can be recorded separately and will be permanently attached to a doctor record.
Education Management - This unique feature allows you to enter custom education courses and track each doctor’s attendance and participation for use in marketing promotions or any other events you wish.
My To Do’s - Designed as a personal organizer, My To Do’s allow each individual user to take advantage of the built in messaging system, personal calendar and appointments, and view all assigned calls.
Case Finder - This powerful search engine will help you to find any case that was entered through DLPlus by various pieces of information, including DoctorID, CaseID, Patient First, Patient Last Name, Date In, and/or specify a date range for one of the following dates: Ship Date, Due Date, Date Invoiced, or Bill Date. You can search by one or all of these case properties and DLCRM will scan all specified fields in search of the values you enter. Even if you’re not sure of the spelling, only type the first few letters and DLCRM will return all values that start with what you typed.
Live Statistics - Ever dream of knowing how much money your lab has invoiced at any given second? Ever wish you could know how many units have been entered for your PFM department as of right now? DLCRM makes this dream a reality with Up-To-The-Minute Statistics that are computed based on the production data found in DLPlus and broken down into a number of categories including sales, remakes, credits and units and further broken down by facilities, departments, and unit groups.
Corporate Menu - DLCRM takes the headache out of publishing corporate documents for use by your staff with the Corporate Menu feature. This area of the application is designed as a central corporate library where you can publish forms, marketing material, phone scripts, price lists, working times, shipping schedules, etc. No more printing company documents or searching through drawers of file cabinets to reference valuable information. Everything your staff needs is a couple clicks away and can even be emailed just as easily. With the same design in mind, other corporate information can be referenced here including a corporate directory of employees and users, email addresses, and extension lists.
Security Policies - Just about every option or feature available in DLCRM can be configured to limit access to whichever users you see fit. Everything from maintenance to the ability to delete a call can all be handled by the proper security measures. This will help alleviate the concerns of data integrity while maintaining accountability.
Maintenance Options - DCLRM allow users to decide the values for all drop down lists throughout the application. For example, you can specify what types of Call Descriptions will be available to your customer service representatives. If you find you are receiving more and more calls of a new variety, you will find it takes no time to add a new Call Description and have it instantly available company wide. There are dozens of application values and options that you can customize in seconds as you see fit for your laboratory.
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