MGM Healthcare - Enhancing Patient Experience with Zoho CRM and Zoho Social
Revolutionizing Healthcare: A Case Study on MGM Healthcare's Journey to Elevate Patient Experience Through Zoho CRM and Zoho Social Integration
Client Overview:

MGM Healthcare, an acclaimed tertiary care center, has always been dedicated to providing exceptional healthcare services of the highest quality. Their vastly experienced medical professionals and highly trained support staff are determined to offer a truly world-class healthcare experience to each and every patient. One of the hospital's newest additions is its sophisticated Accident & Emergency unit, which is equipped with 10 beds and the most advanced life-saving facilities, including cardiac, trauma, and minor operating theaters. This department is equipped to handle all major life-saving procedures.


Mahatma Gandhi Mission (MGM) Healthcare, a renowned multi-specialty tertiary care center, faced several operational challenges that hindered the patient journey and overall efficiency. The problems included: 

  1. Patient Journey Tracking: MGM struggled to monitor and streamline the patient's journey from admission to discharge, resulting in a fragmented experience.

  1. Business Process Automation: The hospital lacked automated processes for managing patient admissions, mode of payment, document collection, and post-operation care, leading to inefficiencies.

  1. IPD to OPD Patient Tracking: MGM had difficulty tracking patients transitioning from In-Patient (IPD) to Out-Patient (OPD) status, causing confusion in billing and care management.

  2. Billing and Insurance Management: Billing and insurance processes were disorganized, affecting payment reconciliation and revenue generation.

  • MGM Healthcare embarked on a digital transformation journey with Zoho CRM and Zoho Social to address these challenges effectively. The solutions provided included: Lead Generation and Nurturing: Implementing lead management and nurturing processes to attract potential patients and guide them through their healthcare journey. Integration with Multiple Channels: Integrating Zoho CRM with the hospital's website, WhatsApp, telephony, Facebook, Instagram, email, and SMS. Streamlined Admissions: Automating admission processes, including mode of payment, document collection, and patient data management, ensuring a smoother experience for both patients and staff. Patient Journey Tracking: Implementing tools to monitor and streamline the entire patient journey, from IPD to OPD, leading to more efficient care management. Billing and Insurance Management: Enhancing billing and insurance processes for accurate payment reconciliation and improved revenue management.

MGM Healthcare's digital transformation with Zoho CRM and Zoho Social has propelled them to the forefront of healthcare, offering cutting-edge services. The integration of Zoho CRM has enabled personalized patient care through efficient appointment scheduling and streamlined communication. Zoho Social has played a crucial role in creating a digital presence, fostering community engagement and trust. This strategic implementation has not only optimized internal processes but also positioned MGM Healthcare as a leader in delivering a holistic and personalized healthcare experience. The success story stands as a testament to the transformative power of digital tools in shaping the future of healthcare delivery.