Trella Health’s Customer Success advocates, Michelle Malone and Marissa Atwell, sat down with two valued customers – Jay Arnold, Operations Consultant at Vital Care, and Trina Lanier, Chief Growth Officer and Choice Health at Home, to discuss how post-acute care organizations can achieve operational clarity with a CRM. 
Hear from Jay and Trina as they share the impact of Marketscape CRM on enhancing workflows, efficiency, and visibility in their business.
Defining CRM and Its Role in Post-Acute Care Continuum
Jay, Vital Care: “CRM enables sales teams to build and maintain meaningful relationships while enhancing productivity and visibility. For Vital Care Infusion Services, Trella Health’s CRM acts as a memory aid to track referral preferences, key dates, and personal touches, fostering trust and care. With mobile access, reps can stay organized and informed, even on the go, boosting their ability to support patients and referral sources effectively.”
Trina, Choice Health at Home: “Trella’s CRM revolutionizes sales operations by offering clear visibility into daily schedules, streamlining workflows, and automating routine tasks. This ensures that reps can focus on relationship selling and productive patient and clinician interactions, remaining efficient and connected in a fast-paced, patient-centered environment.”
Addressing Workflow Challenges
Vital Care
Managing 160 franchise locations in the complex infusion space requires communication, coordination, accountability, and time management solutions. Trella Health’s CRM bridges communication gaps between corporate teams, franchises, and patient-level stakeholders, ensuring alignment.
- Coordination: Tracks activities across locations and account executives, ensuring clarity in responsibilities.
- Accountability: Logs and reports activities for sales teams while offering managers field visibility.
- Time Management: Prioritizes tasks with data-driven insights to maximize efficiency and results.
These tools create consistency across the network, improving overall productivity and ensuring operational clarity.
Choice Health at Home
With over 100 sales representatives, maintaining consistent growth and accountability is a challenge. Trella’s CRM enhances communication and fosters alignment among all stakeholders.
- Accountability: Encourages documentation and provides managers with visibility into reps’ activities.
- Coordination: Tracks engagement with accounts, ensuring thorough coverage.
- Time Management: Helps reps prioritize tasks and focus on high-value activities.
This approach fosters transparency, improves efficiency, and enhances team performance
Enabling High-Value Activities
Choice Health at Home
Trella Health’s CRM minimizes administrative burdens, enabling reps to concentrate on high-value tasks like building relationships and engaging decision-makers.
- Automation: Streamlines routine tasks, allowing reps to focus on patient and clinician interactions.
- Mobile Notetaking: Encourages reps to document interactions promptly, following a “take five in the driveway” method.
- Market Insights: Guides teams to prioritize high-impact referral sources and optimize schedules.
The CRM empowers sales teams to maximize their time in the field, build deeper connections, and drive growth.
Driving CRM Adoption
Vital Care
With 160 franchise locations, adoption requires a focus on influence and value demonstration rather than mandates.
- Recognition: Weekly calls highlight the top 10 performers, encouraging engagement.
- Impactful Data: Demonstrates CRM’s value, such as a 37% increase in referrals among active users.
- Onboarding Support: Simplifies processes for hesitant users, ensuring accessibility.
This strategy has resulted in over 250 active users, fostering consistency, productivity, and growth.
Measuring CRM Impact
Choice Health at Home
Using Trella CRM integrated with Power BI, the organization evaluates performance through four key metrics: calls, referrals, admissions, and conversion rates.
- Daily Management: Reps log call types and outcomes, triggering follow-ups, while managers use a “rocket ship dashboard” for visibility.
- Performance Reviews: Quarterly and annual reviews leverage CRM data to provide actionable feedback.
- Stack Ranking: Identifies top and underperforming reps, fostering team development.
This data-driven approach enhances decision-making, reduces administrative burdens, and boosts sales reps’ focus on high-value activities. Streamlined workflows have significantly improved efficiency, team performance, and operational clarity.
To learn more about Vital Care, visit their website here.
To learn more about Choice Health at Home, visit their website here.
