Healthcare CRM guide:
capabilities, benefits & popular solutions

Healthcare CRM guide: capabilities, benefits & popular solutions

Healthcare CRM system market statistics

expected CAGR of the healthcare CRM market from 2021 to 2027

Mordor Intelligence

estimated size of the global healthcare CRM tools market in 2030

Allied Market Research

of CRM software solutions’ end users are healthcare providers

Grand View Research

Our services

Our services

Our consulting services help healthcare organizations choose, implement, analyze, and optimize their hospital CRM systems to improve patient care, increase the efficiency of their organizations, and drive revenue growth. Our experts work closely with our clients to understand their unique needs and provide the best quality services.

  • Strategic planning
  • The identification of key pain points and challenges
  • Project roadmap development
  • Process design

Backed by our engineering expertise and healthcare domain knowledge, we offer custom medical customer relationship management software development to meet our client’s unique requirements. We will help you deliver a positive patient experience, foster referrals, and maximize patient acquisition on your terms.

  • Patient profiles enriched with data from third-party sources
  • Cross-channel health records availability
  • AI-powered insights into patient behavior
  • Built-in messaging tools
  • Integrated portals for patients and medical professionals

Our data migration services ensure seamless data transfer from legacy systems and other sources, including EHR and EMR, to a new CRM platform. We understand that healthcare organizations handle complex data, so we follow a structured approach to data migration and governance.

  • Data profiling
  • Data mapping
  • Data cleansing and transformation
  • Secure data transfer
  • Data validation

We provide ongoing maintenance, troubleshooting, and enhancement of healthcare CRM systems. Our varied support packages are based on the healthcare organization's needs and budget to help them focus on their core business activities while we take care of the IT ecosystem.

  • System performance monitoring
  • Issue resolution
  • Routine update
  • Custom system upgrade
  • Backups
  • Training sessions

Expand your practice with a CRM for holistic patient management

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Vital features of medical CRM software

Patient data management

Cloud CRM solutions safely store all relevant patient information, including personal data, insurance and billing details, and appointment history. This information can be accessed, edited, and used by medical professionals anytime, anywhere, which creates consistency and accuracy in records, frees patients from filling out forms during each visit, and facilitates communication.

Sales and marketing automation

CRM systems for healthcare can provide marketing teams with data for smart patient segmentation and demographic-based promotion targeting. They also simplify feedback collection, which helps to understand the correlation patterns in patients’ needs. At the same time, measuring patient satisfaction through CRM can help organizations improve their performance, identify at-risk patients, and reduce churn. Lead management is also one of the main capabilities of medical CRM, as it helps follow up leads on time and detect any consistent issues in lead nurturing.

Patient relationship management

Сustomer support representatives get immediate access to relevant patients’ information and personnel schedules, which means a support agent can answer condition-related questions, book an appointment with a proper specialist, and take other informed actions during the interaction with a patient via any channel, be it phone calls, text messages, social media, or email, with the same efficiency.

Referral management

CRM for doctors contains comprehensive data about the patient’s journey. With this information, hospital staff can automatically make a referral appointment, send out appointment reminders, and follow up with patients on the next steps if they don’t show up. Such data can be easily exported and transferred safely between departments, hospital facilities, and practitioners.

Document management

All patient management documentation can be stored securely in CRM and provided immediately upon request. Various built-in templates help create documents such as invoices and certificates quickly and in compliance with regulations. Reducing paperwork and automating record-keeping tasks will let your employees focus on caregiving and high-alert work while lowering operational costs.

Task management and collaboration

Automating routine workflows helps CRM users stay on track through notifications about scheduled events, urgent tasks, planned maintenance, or training sessions. It allows departments to exchange requests and information quickly, submit tickets and receive help. Managers can view their team’s progress and schedules to distribute the workload efficiently. Professionals located in different facilities can communicate in a secure and compliant way via a mobile CRM app.

Reporting and analytics

Medical CRM software can analyze data across sales, marketing, and customer service processes and report important findings. It helps identify factors that influence conversions, measure campaign results, find the most successful acquisition approaches, and track marketing and sales performance. Analytical dashboards can also provide a clear and comprehensive view of current leads, opportunities, and existing and referred patients.

Types of healthcare CRM

Before shopping for the best healthcare CRM solution, healthcare providers should decide which type of system they need in terms of development and deployment model. The key differences between off-the-shelf and custom CRM software lie in the system’s flexibility, implementation timeline, and cost; while the cloud and on-premise systems differ in hosting and maintenance specifics and accessibility.

Off-the-shelf vs custom






Is less flexible and can’t meet specific requirements of a particular organization.

Can be tailored to meet specific needs.

Implementation time



Can be implemented relatively quickly, as it is already built and ready to use.

Requires time for development or assembly and usually takes longer to implement.




Varies depending on the platform, but is usually cheaper than custom built software.

Is usually more expensive than off-the-shelf solutions, unless based on open-source software.

Cloud-based vs on-premise



Hosting and maintenance



The vendor is responsible for server maintenance, upgrades, and security.

The organization is responsible for the system’s backups, data security, etc.




Can be accessed from any device with an internet connection, so it’s generally more accessible but less secure.

Can only be accessed from devices connected to the organization's internal network, so it’s more secure but less accessible.




Is typically sold on a subscription basis, which means lower upfront costs and higher total lifecycle costs.

Is typically sold as a one-time license fee, which means higher upfront costs but lower ongoing expenses.

Best healthcare CRM options

The market for healthcare CRM systems is reasonably competitive. Multiple vendors provide health cloud solutions for organizations specializing in healthcare and life sciences, with products from Salesforce, IBM, Pegasystems, Odoo, and Leadsquared being the most popular.

Scheme title: Healthcare CRM market concentration
Data source: — Healthcare CRM market size & share analysis — growth trends & forecasts (2023–2028)

Healthcare CRM marketmarket dominated by 1-5 major playersConsolidatedModerately competitivehighly competitive market without dominant playersFragmented
A Salesforce Partner, Itransition is ready to leverage this highly flexible platform to deliver sought-after CRM healthcare features: all-round health profiles, auto-detection of bottlenecks in care workflows, AI-driven outreach tools, and personalized marketing campaigns. If the platform lacks the modules you want, we will develop and integrate them.
Key differentiators
  • Advanced analytics and reporting features enable healthcare organizations to gain insights into their operations and patient care.
  • Allows healthcare organizations to customize their workflows based on their specific needs.
  • A large ecosystem of third-party apps and integrations enables healthcare organizations to extend the functionality of their CRM platform.
  • Can be relatively expensive compared to other CRM solutions on the market, which makes it a better option for larger healthcare organizations.
  • Complex to set up and use, which can be a challenge for smaller healthcare organizations.
  • Integrating Salesforce Health Cloud with other healthcare systems can require technical expertise.

 $300 per user/month
for an out-of-the-box solution, yet the price varies depending on multiple factors.

As a trusted Pega consultant, Itransition helps healthcare businesses get the most out of this CRM solution developed specifically for healthcare: intelligent sales automation, real-time one-on-one patient communication, a 360-degree view of each case, and efficient claims processing.
Key differentiators
  • AI-powered tools, such as predictive analytics and decision-making algorithms, designed for medical settings.
  • Can be easily integrated with other healthcare-related solutions, such as EHRs and claims management systems.
  • Pega's medical CRM is among the most expensive healthcare CRM solutions.
  • Some users have reported a steep learning curve and difficulty in customizing the software to fit their specific needs.
  • The pricing is not publicly available.
  • Organizations that consider adopting this solution should contact Pega for a customized quote.
Our team uses its broad Odoo expertise to tailor the platform to the operational specifics of medical practices of all sizes. We help to select a unique set of Odoo capabilities, including but not limited to full control over the patient journey, multi-layered process automation, omnichannel connection with patients and teams, and integrated billing and invoicing.
Key differentiators
  • Customizable workflows based on organizations’ specific needs enable providers to manage their operations more efficiently.
  • Open-source modular structure helps healthcare organizations streamline their operations without investing in capabilities they don’t need.
  • Odoo is relatively affordable compared to other CRM solutions, making it a more suitable option for smaller healthcare organizations.
  • This healthcare CRM platform’s basic functionality doesn’t cover the business requirements of large organizations.
  • While Odoo’s customization potential is the highest among its competitors, its implementation requires the assistance of technical experts.
  • Odoo does not offer the same level of support as some larger CRM vendors.

The Community version

The Enterprise version
starts at $12 per user per month for a basic feature set.


Leadsquared's healthcare CRM solution offers various features, including lead management, appointment scheduling, and patient feedback management. It is also relatively easy to use and set up. Nevertheless, our team is ready to support healthcare organizations through the patient CRM software adoption and resolve any issues.
Key differentiators
  • A user-friendly interface makes it easy for healthcare organizations to manage patient records and engagement.
  • Leadsquared's CRM solutions integrate well with other healthcare software, including electronic medical records and practice management systems.
  • Leadsquared doesn’t offer the same level of customization as some other healthcare CRM platforms, and some advanced features require additional customization or integrations.
  • Some users have reported that Leadsquared's customer contact center was slow in responding to issues.

Starts at $25 per user per month and increases based on specific features and requirements.


Watson Health is IBM’s cloud-based healthcare CRM platform that helps providers better engage with patients, personalize care, and improve outcomes. The solution offers patient relationship management and analytics features tuned for the healthcare industry and works best with other IBM software.
Key differentiators
  • The powerful Watson Health platform includes advanced AI and analytics capabilities.
  • IBM's solutions are highly scalable and customizable.
  • A broad range of integrated features, including patient engagement and retention tools, care and practice management, and population health management.
  • IBM's solutions can be complex to set up and use, which may require significant resources and training.
  • The vendor doesn't reveal pricing publicly.

Costs vary depending on the specific solution and customer requirements.

Medical CRM integrations

Get a 360-view of all patients’ details and streamline workflows by connecting your CRM to other types of medical software.

Key integrations
EMR/EHR systems
Patient portals
Healthcare ecommerce
Telehealth applications
Hospital management software
Pharmacy management software
Connect, streamline, and easily manage your patient data and related healthcare workflows by tying your CRM for hospital management with the EMR/EHR system.
Enhance patient engagement by giving them access to personal information, appointment details, and specialists’ reviews stored in the CRM via the patient portal.
With a 360 view of your customers, successfully sell your medical products and services, grow your business, and deliver excellent customer experiences.

Enable healthcare professionals to consult, diagnose, and prescribe treatments to patients remotely using various secure communication tools, remote monitoring medical devices, and mHealth apps.

Enhance patient experiences and drive loyalty by facilitating their journey through hospital departments with the help of an integrated medical CRM system.
We help pharmaceutical companies enhance the safety and precision of their operations, reduce waste and boost their profits by automating customer management.

Looking for particular healthcare CRM features?

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Key benefits of healthcare CRM software

  • Attracting new patients
  • Enhancing patient loyalty
  • Ensuring security, accuracy and compliance
  • Facilitating internal and outbound communication
  • Improving billing workflows
  • Optimizing resource distribution

  • Personalized experience
  • Better treatment adherence
  • Efficient feedback collection
  • Continuous support
  • Improved care quality
Key benefits of healthcare CRM software

Barriers of CRM development for healthcare


How we overcome them


The healthcare industry has had the most expensive data-leak cases in recent years, and CRM systems contain sensitive information which can become an easy target for cybercriminals.


How we overcome them

We use the latest security technology to protect medical CRMs from cyber threats. In particular, we ensure the software’s HIPAA compliance and adherence to other global healthcare standards and data privacy regulations.


Many healthcare providers worry they won’t be able to transfer patient data from CRM to other healthcare software if it is from a different vendor.


How we overcome them

All systems should be compatible and interconnected to create a barrier-free data flow throughout the organization. That’s why we enable our solutions to integrate with third-party systems through APIs or custom connectors.


Some professionals argue that adding a CRM to the healthcare organization’s workflows would take personnel’s time and contribute to burnout.


How we overcome them

Healthcare CRM can reduce the manual workload and routine tasks for medical and administrative personnel. Our solutions have logical and user-friendly UI/UX to create a comfortable working space for your staff.

FAQ for healthcare CRM

Why opt for a healthcare CRM instead of a general-use solution?

A medical CRM has all the necessary functionality by default, unlike general-use solutions which require configuration and integration with additional modules to function correctly in a hospital environment. However, if you already have a general-use CRM and don’t want to waste time and effort implementing another one, our experts can adapt it to fit the healthcare industry regulations like HIPAA and meet your organization’s specific requirements.

I want to develop a custom medical CRM. Where should I start?

  1. Understand your business goals
  2. Clarify legal and technical requirements for a CRM
  3. Decide what feature set your organization needs
  4. Calculate how much time, effort, and finances you’re willing to invest in CRM development
  5. Find a vendor that has relevant expertise and can meet your requirements

Can a healthcare CRM be a full-fledged medical marketing instrument?

Yes, it typically has all the features necessary to plan, execute and analyze marketing campaigns. A medical CRM can track the marketing campaign performance throughout its lifecycle and show which tactic generates the most leads and returning patients. Moreover, the solution can even measure a particular physician’s or care center specialist’s impact on the company’s reputation and revenue.

How to make sure healthcare CRM brings value?

The effectiveness of your CRM system depends not only on the software itself but also on whether you use it correctly and to its full capacity. In order to get maximum value from a healthcare CRM, you should invest time and effort into employee training to help your team understand the system’s capabilities and how to make full use of them.

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