United States

Rehabilitation hospital enhances business processes with CRM solution


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With deep roots in the Philadelphia, Pa. area, Magee Rehabilitation Hospital was established from an endowment from its namesake, Anna Justina Magee. A 96-bed specialty medical rehabilitation hospital, Magee provides physical and cognitive rehabilitation services from its flagship facility in center city Philadelphia, as well as a network of outpatient centers.

Magee partnered with Philadelphia’s nationally ranked Jefferson Hospital to create one of the nation’s 14 federally designated centers for spinal cord injury rehabilitation. Magee, in its own right, has been rated one of America’s leading rehabilitation hospitals by U.S. News & World Report.

Magee began its search for a new customer relationship management (CRM) system to connect group access across departments, improve productivity and develop plans for its referral outreach communication to physicians, case managers, nurses and therapists. The hospital previously utilized manual processes in Microsoft Excel, Microsoft Word and Microsoft Access for these critical functions. However, these applications could not provide consistent processes to validate data or reporting tools for management, severely impacting efforts to start new initiatives and slowing communications to their referral network.

RSM implemented a five-user Microsoft Dynamics® CRM system as an extension of their existing Microsoft platform. The initial phase provided access to the marketing and public relations department with phase two extending access to the admission department and connecting the two offices. Other factors in Magee’s selection of the Dynamics CRM solution included the scalability of the system, deployment options and the organizations’ familiarity with the Microsoft suite.

As a way of improving connectivity and productivity with Magee’s remote team, RSM configured Dynamics CRM so it could be used offline by the sales team. This is a significant benefit for the hospital, as activity can be tracked remotely and synced when employees return to the office.

RSM provided customization training so Magee could keep their costs low and perform some of the work internally moving forward. Another key component of training was on the reporting functions, allowing the hospital to efficiently organize and produce the data that is most important for the hospital. The advanced find feature and Dynamics CRM Report Wizard offers tools to help extract information and provide data analytics from the system.

As a result of this engagement, Magee now has a more efficient and productive platform to collect data and distribute information internally and to their referral network. Dynamics CRM has streamlined several critical business processes, paving the way for new initiatives and greater communication between departments. The familiarity with the Microsoft platform and RSM’s training eased Magee’s transition and accelerated implementation.
Other benefits of RSM’s service to Magee included:

  • Centralized system to manage referral network
  • Integration into the Microsoft platform, including Outlook
  • Remote access for the sales team with the ability to automatically sync once online
  • Access to reporting tools which management can run
  • Expanded referral territory to include surrounding counties