The healthcare industry in Dubai is on the up and up. With an ageing population, and a growing number of residents adopting an approach of overuse for their medical services, the UAE is today in the world's top 20 when it comes to healthcare spending per capita - making Dubai one of the best places for businesses to be in the healthcare sector.
With the increasing reliance on healthcare in Dubai, the industry is predicted to reach US$71.3 Billion by 2020. But it's not just the overcautious locals feeding Dubai's healthcare economy, the city has begun to attract a large number of medical tourists; both domestic and foreign patients seeking the high quality and cost-effective treatments and procedures that Dubai has on offer thanks to the many new facilities that have been popping up in the last few years.
As is true when discussing any industry here, Dubai is quite unlike any other place. Attracting medical tourists and catering to the needs of healthcare consuming locals require different approaches, making customer relationship management and marketing a little challenging in this sector.
CRM Benefits for Healthcare Companies in Dubai
With a population of 2.8 million in Dubai, 9.68 million in the UAE and billions of potential customers in the rest of the world, keeping track of and keeping in touch with prospective customers is critical to converting sales and upholding the high standards of customer service that is expected in the healthcare industry.
CRM tools make life easier for both customer and healthcare company by allowing the organisation to track the interactions and tailor how they will engage with them in the future. Healthcare can be sensitive; therefore personalisation is crucial. No one wants a customer service, or sales call from a healthcare provider who doesn't remember the healthcare issues they previously discussed in confidence. Similarly, no one wants to receive promotions about healthcare services that do not apply to them. CRM saves these embarrassments on both sides, allowing healthcare organisations to reach new prospects and tailor ongoing communication, and giving customers comfort that their needs are understood and the interactions they receive are valuable to them.
Best CRM Options for Healthcare in Dubai
When selecting the right CRM platform, it is necessary to consider the size of the organisation, what services are needed from the CRM and how customers are engaged. A small dental practice specialising exclusively in veneers, for example, will have very different needs from a large healthcare provider with numerous medical professionals and procedures available. These different needs should be weighed up to determine which CRM is going to deliver the best service for both the customer and the business.
1. HubSpot CRM
HubSpot is one of the few CRM tools that has the adaptability to meet the needs of healthcare organisations both big and small. Their CRM is user-friendly making it easy for anyone to use, from customer service through to marketing, and it is entirely free, with options to add on advanced features at a cost.
The platform allows for 1,000,000 contacts, unlimited users, and they offer free live support to all of their customers, no matter which plans they're on. The free version includes everything from a fully functional CRM to the Sales Hub and integrates with Gmail and Outlook calendars and email. It offers customisable contact properties, deal stages, pipeline, opportunity tracking, tasks, website chat and bots, email tracking, reporting, meeting scheduling link per user. The upgraded HubSpot Sales Professional gives users multiple pipelines, and integrating HubSpot Marketing allows businesses to bring campaign management and marketing automation integrations into the CRM.
HubSpot CRM is free and advanced features start at $50p/month and go up to $400p/month. They offer a free trial of 30 days for their advanced features.
Salesforce.com is another quality all-rounder CRM. The price starts a little higher, making it a bit more applicable for medium to large size organisations.
Their starting plan offers basic contact management features, as well as task and event tracking, Outlook & Gmail integration, mobile app access, a content library, reporting, and Chatter (their internal chat tool). The number of contacts and data storage depends on the plan; the same is true for their access to free live support.
Pricing starts at $25 user/month for and goes up to $325 user/month, with all packages requiring an annual contract. They offer a 30-day free trial.
3. Microsoft Dynamics 365
Microsoft Dynamics is an option for enterprise-sized healthcare organisations. It is a comprehensive platform that can be bolstered with features to deliver excellent sales and marketing campaigns, but it does take a professional to manage it.
The marketing campaign app allows for 2,000 contacts with 10 or more users of Customer Engagement and Dynamics 365 Plans. The number of contacts and data storage depends on the plan selected; the same goes for free live support.
Pricing starts at $115 user/month and goes up to $210 user/month. They have a 30-day free trial.
4. Zoho CRM
Zoho is a popular CRM that is easy for staff at any level to use, from administration through to marketing and sales.
Their basic package includes workflow automation, sales gamification, and a sales process builder, advanced plans bring in additional services such as Google AdWords integration, and AI sales assistant. The number of contacts and data storage depends on the plan.
Pricing starts at $12 user/month and goes up to $100 user/month. Their free trial period is 15 days.
Pipedrive is a sales orientated CRM that is most ideally suited to small teams in need of help with lead management.
Their Gold plan allows for tracking of emails and logging of conversation history in the CRM. They offer multiple pipelines and free live support in all of their plans, and contacts and data storage depends on the plan.
Pricing starts at $15 user/month and goes up to $75 user/month. They offer a trial period of 14 days.
Infusionsoft is a great platform for small businesses to keep on top of their leads and client needs.
Their platform allows users to capture and organise leads and client information, as well as set tasks and reminders to make sure no job or follow-up falls through the cracks.
Their basic package offers unlimited landing pages, CRM, marketing automation, unlimited emails, invoices & payments, and free customer support. Upgrading brings in sales automation and online selling features.
Their plans range from $119 p/month to $399 p/month.