How To Build a Custom Healthcare CRM System


In today’s turbulence, when industries strive to adapt to the so-called “new normal” paradigm, any sector risks becoming obsolete unless it focuses on service delivery. Healthcare is no exception: a customer-centric way of doing things can only provide sustainable development for the entire sector.

That’s why no wonder CRM software has firmly established itself in the healthcare industry. Both out-of-the-box and custom-made CRM systems are available on the market. But nuances of operation and in-built functionalities of software matter in healthcare as in a few other industries. How to build a custom healthcare CRM is not an idle question, therefore. Read and learn the trends, features, and benefits of custom CRM for medical practice.

Why Implementing CRM is Crucial for the Healthcare Industry

Whether a small private surgery or a large municipal hospital, frictionless inter-department collaboration is always a matter of practical administration. The simpler the way of pinging staff members with tasks, the higher the performance of the entire healthcare organization. A custom healthcare CRM system facilitates clinic management in terms of internal workflows and interactions with external partners, suppliers, and state officials.

Who can benefit from medical CRM development?

Patients are the primary beneficiaries of using healthcare CRM systems, how odd it may sound. Since medical CRMs help create personalized offers, the satisfaction rate of patients goes higher significantly. Clinics easily retain their recovered patients via automated communication provided by medical practice CRM systems.

Also, custom healthcare CRMs make medical routines easier with simpler billing, faster processing of patient databases, and improved document circulation.

The cumulative effect of the custom CRM implementation provides a healthcare organization with many substantial advantages allowing it to win in the competition with rivals.

Primary Features of a Clinic CRM System

While understanding the significance of a custom CRM system is no longer a problem for a healthcare organization, the structure and functionality of such software always remain a subject to discuss. Although the number of features is almost unlimited to add when building a CRM system, confusing compulsory functions with optional ones is hardly worth doing. What should the must-have CRM functionality include?

  • Medical histories. Adding new health records to a patient’s medical history is essential for any doctor. The more detailed the patient’s profile, the better the patient’s treatment. Flexible and easy-to-process patient medical histories allow healthcare staff to acquire a holistic image of each patient.

  • Patient databases.A medical history can hardly cover the entire personality of the patient. The other personal data should be available to interact with patients correctly. Patient databases constitute one of the essential parts of a healthcare CRM system. They should be as accessible as secure. Both medical histories and patient databases constitute the primary subject of cybersecurity and data protection.

  • Appointment management.The ease of scheduling plays a critical role in customer retention. No operation agility of a healthcare provider can be achieved without an advanced and easy-to-use appointment management feature. Doctors and patients benefit greatly from smooth healthcare workflows with no queues. A certain degree of automation is highly desirable for the feature. Appointment reminders via email and push notifications won’t hurt as well.

  • Analytics.Any healthcare provider should have an opportunity to assess its performance via objective outcomes of its activity. A worthwhile custom CRM for medical practice should include an analytical tool created according to the interests and demands of a particular healthcare organization.

  • Email campaigns.Any healthcare provider can hardly run successful customer relationships without keeping patients continuously informed about news and changes in its services. Email campaigns meet the challenge as little else does. The email campaign feature inherent in a custom healthcare CRM allows any clinic to arrange its customer care to a high standard.

  • Integrations.Any software for healthcare customer relationships management cannot be a thing in itself: such architecture risks being cumbersome and poorly usable. At the same time, a healthcare CRM system should combine various functionalities all in one. To handle the task effectively, healthcare CRM software should be integrable with other narrow-specialized apps and programs.

How to Build a Healthcare CRM Step by Step

How to Build a Healthcare CRM Step by Step

After the significance of a CRM for healthcare and its system features are generally acquired, the development life cycle should appear to grasp in simple steps.

Chose a reliable technology partner

Hiring software engineers to create a development team is hardly reasonable for any healthcare organization. Finding a professional software development vendor with a ready team sounds much better. Even though a healthcare CRM is quite a specific software product, a more or less wide choice of CRM development companies is available. The following attributes and characteristics of software developers seem to be decisive when choosing a reliable technology partner:

  • Healthcare expertise. Even the best software engineers are not immune from building a mediocre healthcare CRM if they have no deep knowledge of medical routines. Try to find the software developers for whom building your CRM won’t be the first experience in such a domain.

  • Development expertise. A particular type of CRM software determines the technology expertise your future partner should possess. A web application implies using technologies different from the ones a mobile app does. Ask candidates to show you what they have already built using AI, chatbots, cloud hosting, and other possible techs you may be interested in.

  • Pricing. Any healthcare CRM is quite a sophisticated system building that requires hours and hours of software development. Hence, hourly rates matter to realize whether the final product is affordable for your budget. Try to find the best price/quality ratio. Ukrainian developers are highly recommended in this regard.

Conduct a product discovery

Gathering requirements for your future healthcare CRM is a collaborative process in which your technology partner should be involved. Examine the available out-of-the-box CRM systems for healthcare to realize what features your custom system should contain. Figure out its possible architecture with your tech partner.

Design UI/UX

The user interface of any software product determines the user experience that customers can get finally. Put yourself in the shoes of the future users of your CRM, be they doctors or patients. Imagine their user journey in detail.

Develop CRM functionality

When the holistic picture of your future CRM sets itself in the collective vision of the developers, they can confidently start coding. Cybersecurity measures, third-party integrations, and purely custom features should appear well-balanced to provide frictionless operation of the CRM in medical practice.

Fulfill quality assurance

The progressive agile methods of software development imply conducting tests at each iteration of the development life cycle. Any subsequent stage starts only after a preceding one successfully passes through testing, therefore. This is how bug-free software appears. When a final version of your CRM is ready, QA engineers should run stress testing to make sure that the system behaves correctly under realistic conditions.

Release an MVP

Releasing MVP before a fully-fledged healthcare CRM is complete allows you to realize whether the current concept meets user expectations. MVP is a quite inexpensive and relatively fast method of getting feedback from real users. MVP can prevent you from excessive expenses for rebuilding a finished CRM according to what its field testing reveals.

Analyze the users’ feedback and improve your CRM

The sky’s the limit in software improvements: gather as much feedback from users as possible. Analyze what is worth implementing in terms of better functionality and economic feasibility.

Challenges of Medical CRM Development

Challenges of Medical CRM Development

Like any other sophisticated software product, a healthcare CRM has to have particular bottlenecks in its structure and operation. It means you should pay attention to some vulnerable CRM-specific aspects, such as:

  • Cybersecurity concerns. Healthcare records and medical histories are rightfully considered one of the most sensitive types of personal data. Privacy protection is critical for healthcare CRMs, therefore. Multi-level access to patients’ data is recommended. Various 2F authentication technologies are always to the rescue. Besides, anti-fraud measures can never go amiss when it comes to health assurance. Distributed ledger technologies (blockchain and the like) help make health records bulletproof-secure against any forgery.

  • Poor CRM product fit. What is suitable for a typical commercial CRM can be merely insufficient for a healthcare CRM. Healthcare providers vary in their services: a private dental office and a municipal psychiatric center differ in their workflows and therapies. A one-fits-all CRM system can hardly go well in the healthcare sector. Custom development is needed to meet the expectations of every particular healthcare service provider completely.

  • Infrastructure performance and scalability. Even similar clinics may have different hardware infrastructures to run the software, not to mention distinct healthcare providers. The performance and scalability of a healthcare CRM will depend on infrastructural capabilities inherent in a particular customer: on-premise servers and in-cloud hosting offer different opportunities in most cases. Pre-production discovery is critical to developing the most appropriate healthcare CRM for one or another infrastructure.


Unlike CRMs for other business sectors, a healthcare customer relationship management system requires a special approach to development. Specific modules such as appointment scheduling, medical histories, lab results, and health records imply deep medical routines expertise. A successful healthcare CRM implies custom development approaches to cybersecurity, performance, and scalability.

Hence, an experienced software vendor with deep expertise in medical routines is a must-have component of custom healthcare CRM development. Contact us today to accomplish any task in building a highly-personalized healthcare CRM system for whichever medical activity you may practice.

Contact us today to accomplish any task in building a highly-personalized healthcare CRM system for whichever medical activity you may practice.

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- Vitaliy, CEO

Harju maakond, Tallinn, Kesklinna linnaosa, Vesivärava tn 50-201, 10152, Estonia

- Head/Development Office

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