"We need to examine our clients and their service needs, as well as the services granted to them and the service chains related to service provision as a whole, throughout all social and health care services. For this, we need a modern customer relationship management system. Our existing information systems do not provide this view, support coordination between our services, or prioritise the activities of professionals, says Toni Suihko, CIO of Oma Häme.
An efficient and functional customer relationship management system gives health and social services professionals an overall picture of the customer's situation, enabling multi-skilled teams to operate. For customers, access to treatment becomes easier regardless of time and place through one channel. Wellbeing services counties will be able to improve the efficiency of their operations by, for example, reducing disruption demand and combining third-sector service production more efficiently. The system also enables better efficiency measurement, snapshots, and forecasting.
"Customer relationship management allows us to specify our operating methods, develop the degree of automation in customer service and thus improve our customer service. CRM works closely with our machine learning-based segmentation solution. The solution provides our health and social services professionals with a centralised customer view that supports service guidance. This will enable us to implement better the service chains that our customers need and best support them," Suihko adds.
Oma Häme´s customer relationship management solution is implemented on the Microsoft Dynamics 365 technology platform. Software and service company Digia, one of Finland's leading Microsoft Dynamics 365 operators, was chosen as the development partner. The company also employs one of Finland's largest communities of Dynamics 365 CRM and Power Platform experts. The cooperation will start in August 2024.
"It is great to develop future health and social services together with Oma Häme, which has a strong vision and recognises the importance of intelligent business solutions in its implementation," says Samuli Forsman, Business Director at Digia.
Customer relationship management is the first in Finland to use the Microsoft Cloud for Healthcare solution, designed specifically for the health and social services sector. It is closely linked to the wellbeing services county's customer-centric data model, which enables the use of existing data and segmentation and forecasting data based on it. In this way, information can be collected efficiently to develop service chains. The agile and easy-to-integrate platform also supports the versatile further development of services.
"We strongly believe in user orientation and impact. The goal is a positive change, which is impossible without user engagement. Even the finest system alone will not produce results, but it must fit into the everyday life of professionals, meet their needs and ease the workload. We work closely with Oma Häme professionals and involve them in the development right from the start of the project," Forsman adds.
Samuli Forsman
Business Director, Digia Plc
tel. +358 40 709 2521, samuli.forsman(a)digia.com
Toni Suihko
CIO, The wellbeing services county of Kanta-Häme
tel. +358 40 703 5159, toni.suihko(a)omahame.fi