Study Based On The Cti Hospital Customer Relationship Management System

Since the reform and opening up, with the high-speed development of the economy of china and constant improvement of the living standards of the people, the treatment has been in the highway. Economic mode has transferred from planned economy to market economy. If the hospital want to adapt to the demand of treatment's system commercializing and exploit the treatment's market, they should accept developed country's hospital service concepts, use the modem conmunicating network technology found modern hospital customer service center.The future competition in medical service market will be on Core competitiveness .The only stratagem choice for Chinese hospital is to hold the Core competitiveness. After analyzing the current situation of Chinese hospital, the solution is as follows. Now, many of Chinese hospital carry out hospital's customer relationship management to prompt the development of the hospital. The aim is to build up the Core competitiveness. In order to satisfy the demand(need) of customer , improve competitiveness of hospital's developer in the fierce competition, make hospital get continuously healthy development, a lot of domestic hospital's developer are exploring and innovating constantly, trying many kinds of advanced technology such as the theory of Customer relationship management on the basis of the computer telecommunication integration.At first, this paper introduces the CTI technique and Hospital Customer Relationship Management, definition, constitution and present condition of Call Center. Second this paper discusses the current CTI technique and CC technique. Then it introduces a concrete application — Hospital's customer service center. This thesis details the development and prospect, and describes architectures of typical Call Centers — CTI which consist of subsystems of ACD, IVR, Agent, recording equipments, call management, backend services and so on. Article studies applications of new technologies in Call Centers by comparing with them. The functions of CRM in a hospital can be seen through the fact that it enables various sections and Personnel concerned to conduct sound communicationswith customers and to evaluate customer relationship on the basis of information collected and that decision-makers and the administrative department can formulate various strategies in accordance with the results of CRM evaluation and then put them into effect so as to constantly improve relationship with customers. By introducing the essence and the application of CRM . the authors studied the nearness and high adaptability CRM has to the hospitals and the competitive advantage CRM might influence them after implementing CRM. And finally, the strategies and measures of how to turn the hospitals' non-core health services into their core-competency are explored.