Customer Spotlights
Trella Health Account Executives Jack Bell and Hannah Ryba sat down with three customers for a Q&A panel discussion on real-world CRM strategies to boost sales and productivity. We took the key takeaways to summarize and highlight how the CRM has improved efficiency, enhanced personalization, and optimized task management for post-acute field teams.
You will hear from Jose Martines, senior account Manager at Mission Healthcare, and Amanda Nemchik and Aaron Magers, infusion specialists at Vivo Infusion Therapy.
Mission Healthcare provides an array of services, including home health, hospice, and transitional care, to meet the needs of patients and families across the care continuum.
Vivo Infusion provides cost-effective infusion care to improve the health of patients in partnership with their physicians. Offering a variety of advanced therapeutics and personalized care for every patient, their treatments are designed with the patient’s experience in mind.
Q&A Key Takeaways
Biggest Challenges Before CRM Implementation
Aaron Magers (Vivo Infusion): Managing multiple offices and contacts was overwhelming, leading to missed referrals without a CRM.
Jose Martines (Mission Healthcare): Tracking staff turnover and contacts was difficult, especially with multiple systems.
Amanda Nemchik (Vivo Infusion): Accurate documentation is essential in healthcare, and having all notes in one system ensures that nothing is missed.
Using CRM to Prioritize Tasks and Sales Activities
Amanda: Plans weekly calls and visits for key accounts, adjusts schedules when needed, and tracks past interactions with detailed notes.
Jose: Focuses on accounts likely to generate referrals (“low-hanging fruit”) early in the month and follows up with harder-to-penetrate accounts later.
Aaron: Relies on the CRM to avoid missed follow-ups, especially across large territories with numerous contacts.
How CRM Helps Streamline Sales Activities
Jose: Uses the CRM to monitor referral history and share data with providers. It also provides continuity when a new rep takes over an account.
Aaron: Highlights how the CRM’s calendar feature helps him quickly access notes from previous meetings to prepare for follow-ups.
Amanda: Prefers the mobile function with talk-to-text, allowing her to document visits immediately after meetings and follow up as needed.
Territory Planning with CRM
Aaron & Jose: Divide their territories by city to avoid unnecessary travel. Jose also schedules specific days for different facility types to maintain consistent conversations.
Amanda: Prioritizes visits based on provider preferences and geographic location in her large Orlando territory to maximize efficiency.
The Value of Real-Time CRM Data
Aaron: Inherited part of a territory and found previous notes invaluable, ensuring smooth interactions with providers.
Amanda: Uses CRM data to avoid overlapping visits with other reps, ensuring efficient communication and achieving account preferences.
Strategies for Personalizing Customer Interactions
Amanda: Tracks customer preferences (e.g., visit frequency, coffee/snack preferences) to tailor interactions.
Aaron: Emphasizes the importance of remembering specific preferences to build rapport.
Jose: Uses CRM insights to understand healthcare networks and facility connections, enhancing referral strategies.
Favorite CRM Features
Amanda & Aaron: Pre-call planning and talk-to-text are essential for quick documentation.
Jose: Finds the mobile version’s map and filter tools highly effective for navigating his accounts. Aaron also recommends using pre-populated notes to save time on repetitive tasks.
Watch the LIVE panel discussion on-demand here
