Call centers will be integrated CRM centers, he says, armed with acute skill-based routing, able to answer any customer question and subsequently to initiate and deliver customized Webcasts for specific callers. Once a consumer becomes a patient, says Casper, the plan will automatically and periodically customize preventive and educational Webcasts for that person. Personalized health plan information via the Internet will be routine, he says. In addition to call centers and CRM, O Dell says data warehousing will play a significant role. The state of information management data warehousing is pretty poor, he says.
Information is locked within health plans and is virtually unusable.
Data warehousing will be liberated through mining and personalization techniques, and will play a pivotal role in servicing consumers. There s only one thing any healthcare organization should do, says O Dell. Hospitals, physician practices, health plans the smart ones will aggressively use technology to personalize every service they provide to every individual. They will get on the Internet and track what the consumer wants, looks at, is involved in. They will be aggressive about collecting, managing and using their data.