A Review of Cloud-Based CRM Systems in Healthcare: Advances, Tools, Challenges, and Best Practices

Abstract

Cloud-based Customer Relationship Management (CRM) systems have become common in the healthcare sector using cloud computing technologies in monitoring and enhancing the interaction between the patient and the provider. These systems offer patient data with safe instant access to a number of processes such as telemedicine, billing, and Electronic Health Records (EHRs). This paper discusses the way cloud CRM system can enhance patient engagement, quality of services and operational efficiency. The advantages of these systems are many such as scalability, flexibility, and improved decision making, all of which help in the improved healthcare delivery. Regardless of these strengths, cloud CRM in healthcare is slow to adopt as compared to other sectors because there are challenges that include integrating with existing healthcare structures, regulations, and the data security threats. The paper identifies major tools, technologies and deployment models that are used in the implementation of cloud CRM amongst others and the need to overcome the barriers in order to make implementation effective. The future development is to be more dedicated to the improvement of the data security, the implementation of artificial intelligence (AI) to predictive analytics, and scalability issues, which would make cloud CRM systems more accepted and optimized in the healthcare environment