CRM acquisition project for a small healthcare company

The motivation for the thesis was based on a real case for a small healthcare company, classified to be working in the psychologists’ service field. The main task for the study was to provide a solution for the best suitable CRM software (Customer Relationship Management) and to research if it is possible to use a hybrid system, where a CRM system would be used together with paper-based patient documentation. A priority was also to put special importance on the ability of CRM software to handle data privacy information. The project work for the case, became an opportunity for the author to get a deep understanding of CRM software. Evaluated data was collected from sources such as literature, CRM software provider information, interviews, user reviews, focus groups and usage data. According to the company’s requirements, the goal was to research and compare different CRM software functionality and to then offer a solution for the client, on which software could be used, to best fit for a small healthcare company. Three final CRM candidates’ functionality was compared, and the result showed that one candidate (Pipedrive CRM software) was the most suitable, as it had important functionality such as sales, marketing, cloud-based technology and especially because of the built-in functionality for customer data privacy. The thesis work delivered successful results, to help the client company make a right decision for choosing a CRM software. Pipedrive CRM software had all required functionality, which could help the client company to find new customers and to save cost and time by increasing work efficiency. It was also found that Pipedrive CRM could work as a hybrid system, as a combination of cloud-based technology and paper-based documentation