Customer Relationship Management

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SUMMER INTERNSHIP PROJECT

Customer Relationship Management

Submitted by

Nitin Kumar soni0131PG057

 Corporate Mentor Faculty MentorDr. Ajay Tongar Prof. Manisha VijayranManaging Director ERA Business SchoolThe Care Voice India

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About the Company

The Care Voice is a Shanghai-based start-up and founded in July 2013 in Hong Kong.

The Care Voice launched its first version of its application in December 2013.

The Care Voice is the first dedicated review-based social platform that enables patient to make better healthcare decisions, and healthcare professionals to improve patient’s experience.

It provides you a social platform to share your any medical experience with others .

The CareVoice is free of charge for all patients.

The CareVoice provides an open, trusted and reliable platform to make informed decisions based on individual healthcare needs for a healthier community .

ORGANIZATIONAL STRUCTURE

THE PEOPLE BEHIND THE CAREVOICE INDIA

Sébastien Gaudin

Founder

Pharmacist, MBA at ESSEC Business school, 10+ years in various business positions within Sanofi, a major Pharmaceutical company, including 2+ years in China in a strategic leadership role

Originator of The CareVoice concept

Dr. Ajay Tongar

MD, India Operations

MBA HEC Paris. He co-founded and successfully headed the Life Smile Biosciences for 6 years as Head of Marketing and Operations

Joined The CareVoice in July 2013

Umesh Sengar

Head, Strategy and Business Development

IIT Roorkee graduate, MBA from HEC Paris. He has worked in business process consulting with IBM in India and UK, corporate strategy with Schneider Electric in France and with Aumentis strategy consulting in India

Joined The CareVoice team in September 2013

Advisors

Healthcare, Internet, Communication

The CareVoice benefits from the advices and supports of selected group of advisors in various areas to complete our teams’ skills.

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Mission The Care Voice is a social web platform that empowers each of us -

people and society - to face together health challenges and get along life's journey with confidence by enabling to view, express and exchange ideas on medical options through an extended reliable network.

Vision The Care Voice believes that health is a journey that we take together.

With our family, friends, people like us and professionals, we should be empowered to handle health challenges and move forward to build a healthier future.

Health care sectors are now trying to use an appropriate Customer relationship management framework to create a trust between hospital and customers.

Increase in the level of customer satisfaction and customer loyalty in health care services can increase the chance of winning in market share among the other health care organizations .

RESEARCH METHEDOLOGY

Data sources: Primary Data Secondary Data

WORK DONE

User’s acqiuisition through Mobile, Tablets .

Data entry of Hospitals , Doctors .

Filled up forms Through hard copy . through mobiles , Tablets .

QUESTIONNAIRE

1.. Whether the doctor was polite. ?

Yes: 90% No: 10%

2. The doctor adequately explained my condition, examination results, and treatment process. Yes :70% No: 30%

3. The doctor allowed me to ask many questions, enough to clarify everything. Yes: 90% No:10%

4. The doctor paid enough consideration to my concerns for deciding medical procedure. Yes 90% No 10%

5. Whether the doctor made me feel comfortable. Yes 60% No 40%

6. Hospital staffs (e.g. nursing staffs, pharmacist, receptionist, and cashier excluding doctors) were friendly and polite.

Yes 50% No 50%

7. Nursing staffs thoroughly explained the medication process. Yes 70% No 30%

8. Nursing staffs tried to help me as much as they could. Yes 60% No 40%

9. Nursing staffs sincerely cared for me. Yes 70% No 30%

10. There was a good coordination among hospital staffs excluding doctors. Yes 80% No 20%

Findings

Customers are more comfortable using mobile application other than using the website as they have to remember the URL of the website and have to login again to their account.

As there is less product awareness among the people so they are not much comfortable in registering on the website.

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