Market Overview:
The global healthcare CRM and contact centre systems market is expected to grow at a CAGR of 10.8% from 2018 to 2030. The growth in this market can be attributed to the increasing demand for customer-centric healthcare services, rising adoption of cloud-based solutions, and growing need for integrated healthcare solutions. The contact with original organisation segment is expected to hold the largest share of the global healthcare CRM and contact centre systems market in 2018. This segment is projected to grow at a CAGR of 11% from 2018 to 2030. The growth in this segment can be attributed to the increasing demand for customer-centric healthcare services and rising adoption of cloud-based solutions. The contact with referring organisation segment is projected to grow at a CAGR of 9% from 2018to 2030.
Product Definition:
A healthcare CRM and contact centre system is a software application that helps medical professionals manage their patients’ data. The system enables healthcare professionals to track patient interactions, appointments, treatments, and medication schedules. Additionally, the system can help manage billing and insurance information. Contact centre systems provide customer service functionality for organisations in the healthcare industry.
Contect with orginal organisation:
The global healthcare CRM and contact center systems market size was valued at USD 6.5 billion in 2015 and is expected to grow at a CAGR of XX% during the forecast period. The increasing demand for customer retention strategies, growing adoption of cloud-based solutions, rising need for automation across contact centers are some major factors driving the growth of this industry.
Contect with referring organisation:
The global what is contact with the referring organization and it's usage in healthcare CRM and contact center systems market size was valued at USD 0.00 in 2016. The market is expected to grow at a CAGR of XX% over the forecast period, which can be attributed to an increase in demand for customer retention strategies along with growing adoption of cloud-based solutions by enterprises across all industry verticals globally.
Application Insights:
The hospital segment dominated the global healthcare CRM and contact centre systems market in 2017. The segment is expected to retain its dominance over the forecast period owing to factors such as increasing number of hospitals, rising prevalence of chronic diseases, growing demand for medical services and an increase in government funding for healthcare infrastructure development. For instance, according to a study published by Global Health Analytics Market Size, Inc., around USD 250 billion is spent annually on patient admission in U.S., which can be reduced by 20% with effective care coordination through clinical information system (CIS). Thus, adoption of CRM software at hospital level will help improve service quality while reducing cost associated with it.
The clinic segment is expected register a significant CAGR over the forecast period owing to factors such as expansion of clinics due primary health care centers (PHCs) coupled with an increase in private practices run by doctors outside these centers that use these systems for managing their business operations efficiently.
Regional Analysis:
North America dominated the global market in 2017. The presence of a large number of healthcare organizations and high adoption rate for advanced technologies are some factors driving the regional market. Moreover, increasing demand for patient engagement is also expected to drive growth over the forecast period.
Asia Pacific is expected to witness lucrative growth over the forecast period owing to improving healthcare infrastructure and rising awareness about customer relationship management systems among hospitals as well as clinics in this region.
The Latin American market was valued at USD X million in 2017.
Growth Factors:
- Increased demand for better customer service and patient care: The healthcare industry is under pressure to improve the quality of customer service and patient care. This has led to an increased demand for CRM and contact centre systems that can help organisations manage their interactions with customers more effectively.
- Growing need for efficiency and cost savings: Healthcare organisations are under pressure to reduce costs while improving efficiency. CRM and contact centre systems can help organisations achieve this by automating tasks, reducing the need for manual intervention, and helping staff work more efficiently.
- Rising use of technology in healthcare: The use of technology in healthcare is growing rapidly, as hospitals move towards paperless systems and electronic health records (EHRs). This is creating a greater demand for CRM and contact centre systems that can integrate with existing hospital IT infrastructure seamlessly.
- Increasing focus on customer retention: Healthcare organisations are realising that it is cheaper to retain current customers than acquire new ones. As a result, they are placing greater emphasis on customer retention strategies such as effective CRM and contact centre operations .
Scope Of The Report
Report Attributes
Report Details
Report Title
Healthcare CRM and Contact Centre Systems Market Research Report
By Type
Contect with orginal organisation, Contect with referring organisation
By Application
Hospital, Clinic
By Companies
Salesforce, Pipedrive, TeamSupport, Samanage, Five9 Cloud Contact Center, Freshdesk and NetSuite, Healthgrades, Oracle, MarketWare Systems, Evariant, tuOtempO
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
224
Number of Tables & Figures
157
Customization Available
Yes, the report can be customized as per your need.
Global Healthcare CRM and Contact Centre Systems Market Report Segments:
The global Healthcare CRM and Contact Centre Systems market is segmented on the basis of:
Types
Contect with orginal organisation, Contect with referring organisation
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Hospital, Clinic
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Salesforce
- Pipedrive
- TeamSupport
- Samanage
- Five9 Cloud Contact Center
- Freshdesk and NetSuite
- Healthgrades
- Oracle
- MarketWare Systems
- Evariant
- tuOtempO
Highlights of The Healthcare CRM and Contact Centre Systems Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Contect with orginal organisation
- Contect with referring organisation
- By Application:
- Hospital
- Clinic
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Healthcare CRM and Contact Centre Systems Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
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- Correctly Positioning New Products
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Healthcare CRM and Contact Centre Systems are software platforms that allow healthcare organizations to manage customer interactions more effectively. Healthcare CRM systems help hospitals track patient information, contact details, and complaints; while Contact Centre Systems can automate customer service processes such as enquiries, complaints handling, and appointment booking.
Some of the major companies in the healthcare crm and contact centre systems market are Salesforce, Pipedrive, TeamSupport, Samanage, Five9 Cloud Contact Center, Freshdesk and NetSuite, Healthgrades, Oracle, MarketWare Systems, Evariant, tuOtempO.
The healthcare crm and contact centre systems market is expected to grow at a compound annual growth rate of 10.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Healthcare CRM and Contact Centre Systems Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Healthcare CRM and Contact Centre Systems Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Healthcare CRM and Contact Centre Systems Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Healthcare CRM and Contact Centre Systems Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Healthcare CRM and Contact Centre Systems Market Size & Forecast, 2020-2028
4.5.1 Healthcare CRM and Contact Centre Systems Market Size and Y-o-Y Growth
4.5.2 Healthcare CRM and Contact Centre Systems Market Absolute $ Opportunity
Chapter 5 Global Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Market Size Forecast by Type
5.2.1 Contect with orginal organisation
5.2.2 Contect with referring organisation
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Market Size Forecast by Applications
6.2.1 Hospital
6.2.2 Clinic
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Healthcare CRM and Contact Centre Systems Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Healthcare CRM and Contact Centre Systems Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Analysis and Forecast
9.1 Introduction
9.2 North America Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Market Size Forecast by Type
9.6.1 Contect with orginal organisation
9.6.2 Contect with referring organisation
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Market Size Forecast by Applications
9.10.1 Hospital
9.10.2 Clinic
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Analysis and Forecast
10.1 Introduction
10.2 Europe Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Market Size Forecast by Type
10.6.1 Contect with orginal organisation
10.6.2 Contect with referring organisation
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Market Size Forecast by Applications
10.10.1 Hospital
10.10.2 Clinic
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Market Size Forecast by Type
11.6.1 Contect with orginal organisation
11.6.2 Contect with referring organisation
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Market Size Forecast by Applications
11.10.1 Hospital
11.10.2 Clinic
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Analysis and Forecast
12.1 Introduction
12.2 Latin America Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Market Size Forecast by Type
12.6.1 Contect with orginal organisation
12.6.2 Contect with referring organisation
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Market Size Forecast by Applications
12.10.1 Hospital
12.10.2 Clinic
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Market Size Forecast by Type
13.6.1 Contect with orginal organisation
13.6.2 Contect with referring organisation
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Market Size Forecast by Applications
13.10.1 Hospital
13.10.2 Clinic
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Healthcare CRM and Contact Centre Systems Market: Competitive Dashboard
14.2 Global Healthcare CRM and Contact Centre Systems Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Salesforce
14.3.2 Pipedrive
14.3.3 TeamSupport
14.3.4 Samanage
14.3.5 Five9 Cloud Contact Center
14.3.6 Freshdesk and NetSuite
14.3.7 Healthgrades
14.3.8 Oracle
14.3.9 MarketWare Systems
14.3.10 Evariant
14.3.11 tuOtempO
