Beryl, CPM Improve CRM for Indiana Health Network

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The Beryl Companies and CPM Marketing Group released details of a project yesterday that integrates their technologies to provide personalization and an improved customer experience for Indiana's Community Health Network.


Beryl, Bedford, TX, is a provider of outsourced healthcare customer service. CPM, Middletown, WI, offers customer relationship management marketing solutions for care delivery organizations.


The health network has worked with Beryl and CPM for several years but the alliance represents the first operational real-time call center/CRM integration linking the Beryl call center to the health network's CPM database of nearly 825,000 household records.


When an individual responds to a marketing call to action, a Beryl adviser captures key demographic information. If the individual is found in the database, the adviser then receives real-time prompts with additional intelligence to strengthen the consumer relationship.


If the individual is not found in the database, it searches its national database of 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, vice president of business development at Community Health Network.


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