BEDFORD, Texas, Oct. 10 /PRNewswire/ -- The Beryl Companies and CPM Marketing Group today announced the details of a pioneer project, integrating their technologies to provide personalization and an improved customer experience for Indiana’s Community Health Network (CHN).
Beryl is the nation’s leading provider of outsourced healthcare customer service. CPM is the market leader of Customer Relationship Management (CRM) marketing solutions for care delivery organizations. For a number of years, CHN has worked with both Beryl and CPM to achieve its business objectives.
The alliance represents the first operational real-time call center/CRM integration used in the hospital industry, linking the Beryl call center to CHN’s CPM database comprised of nearly 825,000 household records.
When an individual responds to a CHN marketing call-to-action, a Beryl advisor answers the phone to capture key demographic information. As the advisor navigates the call, the Beryl call center system connects to CHN’s database housed by CPM. If the individual is found in the database, the advisor then receives real-time prompts with additional intelligence to enhance the caller’s experience and strengthen the consumer relationship. If the individual is not found in the CRM database, CPM searches its national database consisting of more than 125 million households returning relevant information and similar real-time prompting. Among the data delivered through the CPM interface are segmentation variables that recommend the areas of highest customer need.
“This integration allows the caller to feel recognized and allows our health system to leverage the technology of two leaders to provide excellent customer service, build loyalty and increase revenue,” said Jack Frank, CHN’s network vice president of Business Development.
“Our clients expect us to be leaders in customer service and we feel the technological integration with CPM has strengthened our ability to personalize the contact between the individual and the hospital,” said Paul Spiegelman, Beryl’s CEO. “We appreciate the opportunity to utilize this advance in CRM with one of our strongest partners and one of healthcare’s leading providers - - CHN.”
“The CPM, Beryl, CHN team is carving out new territory in the world of CRM,” said John Hallick, CPM president and CEO. “CPM’s ability to provide data, manipulate it in sophisticated ways and deliver it to the Beryl call center enables the Beryl advisors to excel at their core strength -- customer service. The ultimate winners are callers who will receive customized information and CHN who will gain more loyal customers.”
About Beryl: Since 1985, more than 500 hospitals, hospital systems, and other healthcare organizations have trusted their customers to The Beryl Companies. In that time, Beryl’s call advisors have served more than 16 million callers by providing physician/service referrals, health information, telephone nurse triage and class/seminar registration to hospital callers. A million more have interacted with Beryl via email and the Internet. The Dallas Business Journal has named Beryl one of the “Best Places to Work” in the Dallas/Fort Worth area for three consecutive years. More information about Beryl is available at http://www.beryl.net .
About CPM Marketing Group, Inc. CPM Marketing Group, Inc., headquartered in Middletown, Wis., is a pioneer in the development of Customer Relationship Management (CRM) solutions, including database development, intelligent health care marketing systems and predictive market segmentation. CPM’s integrated solutions allow health care organizations to maximize their customer relationships through market analysis, strategic planning and targeted personal communications. The foundation is an accessible, customer-centric database that includes comprehensive individual and household data. CPM’s suite of software tools provides easy and secure access to the data for individual snapshots of patients and health consumers on a “segment of one” basis. For more information, visit http://www.cpm.com , call 1-800-332-2631, Ext. 221, or contact us via e-mail at marketing@cpm.com .
The Beryl Companies; CPM Marketing Group, Inc.
CONTACT: Tom Peck of The Beryl Companies, +1-214-497-6759; or RebekahTemple of CPM Marketing Group, Inc., +1-608-831-7880, ext. 237
Web site: http://www.beryl.net/http://www.cpm.com/
