When CRM & EHR Merge – The Potential & The Challenges

Customer relationship management (CRM) and electronic health record (EHR) functionality are merging at the interface with consumers – with the potential for greatly enhanced customer service and a slippery slope of privacy management challenges for provider organizations. The challenge of balancing consumer privacy with the consumer expectation for better customer service is one that many executive teams will wrestle with in the near future.

A great example of this type of program is coming out of Ohio, where the Ohio Department of Developmental Disabilities (DODD) is rolling out a CRM system called imagine, for use by Ohio’s 88 County Boards . . .