The CRM’s main remit is to foster the relationship between the Leicestershire Health Informatics Service (LHIS) and its existing customer base, ensuring that the products and services we provide, along with the associated performance is efficient, continues to remain effective and meeting the needs of the client organisation.
As the needs of a business/organisation, constantly evolve and priorities change, particularly within both the IT and healthcare industries, the CRM function is primarily focussed on being the central point of contact for account manager type duties, such as being responsible for the all contractual elements of the relationship, including the Service Level Agreement (SLA) and its service schedules, the key performance indicators that are put into place, SLA negotiation but also to provide an escalation point for complaints and compliments and act as a link for all communications between our customers and other internal departments within LHIS.
Daily contact with our clients is a key part of the job, offering new and forward-thinking ideas is essential to a productive communication process around IT can support your organisation. Reporting to the Service Delivery Manager, within the Service Delivery Department, this is a fast-paced environment that is both demanding and fulfilling, involving not only developing trustworthy relationships with our portfolio of existing clients to ensure they do not turn to competition, but also acquiring a thorough understanding of each of our customers needs and requirements through understanding their IT strategy, continuing to expand the relationships we have with our existing customers by proposing IT solutions that meet their objectives, ensuring the correct products and services are delivered to customers in a timely manner, resolving any issues and problems faced by our customers and deal with complaints efficiently to maintain trust and prepare regular KPI reports, SLA schedules, quotations for new work, management of invoicing and purchase order information and regularly providing a safe platform to discuss the underlying SLA and the service being provided using key performance metrics such as customer satisfaction rates, call volumes, breaches and IT strategy.
Something that sets us apart from other organisations is our Service Level Agreement. As part of the SLA, each customer is assigned a Client Relationship Manager (CRM). Ensuring our customers get a consistent, quality experience when dealing with LHIS.
Plus we know each customer is different, with different needs, challenges and goals. Using their wealth of experience, along with a unique view of your business , our CRM team are perfectly positioned to offer bespoke solutions and tailored support that is a perfect for for your organisation.
Client Relationship Manager
My role varies from day to day, from writing and maintaining Service Level Agreements (SLAs) for my customers that I account manage, handling incoming queries, to creating new quotes for new equipment or projects or product. The CRM team are all client focused and building relationships is key to how we provide a successful service to our customer, so I love to get out and about, visiting customers to ensure they’re happy with the service LHIS are providing, performing regular contract reviews and presenting KPI information on statistics such as number of support calls raised, our response times to resolve issues, trend analysis, customer satisfaction rates, average time to answer the telephone on the service desk and our associated breach rates against the SLA. If there is anything more we can do to support our clients, I find face to face meetings are the best way to find out what that IT requirement is and best we can support their organisation to implement it!
Client Relationship Manager
I have been a Customer Relationship Manager at LHIS for over 5 years, providing support to our wide base of clients including the NHS Trusts, CCG’s, GP Practices and other private/ public organisations. Using established relationships with my customer base, I am perfectly positioned to assist with new business enquiries, general issues and queries, providing quotes for required products/ services and or computer equipment, plus advise on any new products or services that are suited to the needs of their healthcare organisation. I am responsible for maintaining my clients Service Level Agreements, handle their complaints (and compliments!), manage their quarterly contract reviews and regularly get out and about on client visits. I also have the unique opportunity to be involved in various inter departmental projects to explore and assist with the decision making processes around the use of IT, to assist our internal staff and ultimately our customer base in delivering efficiencies and driving innovation through IT.
Client Relationship Manager
A large part of my role consists of maintaining a good healthy and trustworthy working relationship with our customers which involves responding to regular site visits to ensure the customer is happy with the service, tailoring solutions to meet the client’s needs, negotiating contracts and Service Level Agreements between LHIS, our customer and sometimes 3rd party organisations. With a technical support background myself, I am perfectly positioned to think outside of the box of our traditional service and product offerings, investigating new technologies and embracing the challenges of implementing IT solutions within the public sector. Another part of my role is to monitor customer satisfaction rates quite closely and actively follow up on any negative or constructive feedback so that we can learn from the feedback and make service adjustments where required to improve the end user experience. Our customer satisfaction rates are always over 95% satisfied however I still think it important to proactively follow up on areas we can improve on, as we can’t always get it right every time but we will certainly try!
Technical Support Specialist
The TSS role is very varied and can change from day to day, getting out and about sorting out technical issues or problems on customer sites, completing site surveys for the installation of new equipment and gathering requirements for new work, plus providing technical support to LHIS Business Delivery Team in trialing out new product and service developments. I provide both software, hardware and all related diagnosis services including resolution on sites for issues which have been raised that have been reported to the CRMs, typically via the escalation process, which tend to require more technical investigative work, as the problem has been reoccurring or will take longer to resolve, than a traditional support call. I also investigate new product or services on behalf of our customers that LHIS do not currently provide as part of their service catalogue, so lots of research and testing of innovative and new technologies, platforms and non-standard pieces of hardware.
Client Relationship Manager
I work as a Client Relationship Manager within the LPT/LHIS ChatHealth team, looking after ChatHealth and Health for Teens/Kids contracts for many customers across the UK. My role is varied, consisting of contract reviews, account management, invoice control, writing contracts, creating quotes through our CRM system, attending stakeholder meetings, providing demos of the systems to clinical services, sales management, third party liaison and assisting customers on a daily basis for any queries or complaints. I attend various meetings across the organisations dealing with many stakeholders at all levels of the client organisations. Some of our customers are within the NHS and others are charities or public organisations. I also assist with business cases and tenders to help gain the funds for our services and products, support new developments of the ChatHealth product by bringing back ideas and requests from clients for additional features and functionality to the LHIS development team to add to the Agile sprint backlog, to ensure that the product remains fresh and we listen to our clients feedback.
Client Relationship Officer
I support the CRM’s by being responsible for the creation and management of proposals and quotations, the processing of customer orders for equipment and services, and all of the associated invoicing, linking in with the finance department to ensure the overall financial accounts for income and expenditure for all our SLA income and new business areas of LHIS is accurate. I administer the CRM system, set up and configure new products and clients in the system, making sure it is up to date and meets the needs of the team and the Service Delivery Manager who oversees the department . I am responsible for the creation of organisational, financial and CRM activity reports, ensuring they are accurate for our Senior Management Team Board meeting but also support the CRMs in generating their SLA packs and RAG reports for client distribution on a quarterly basis, which provides our customers with the information on our service performance, KPI’s and Service Level Agreement information. As our business Delivery Team is so busy with deploying new products in the digital arena, I also help them out by supporting the on-going roll out of GP Websites, on-line Friends and Family Test sites and generally providing support and training to customers for these specialities.
0116 295 3500 option 7
PRISM Product - The facility to be able to find a wide range of resources and guidelines, all located within one single IT system which can be accessed immediately is long overdue- and most welcome!
Dr Tom Rowley,
PRISM Product - Having access to PRISM has streamlined my referrals in the 2 week wait pathway. I know I’m sending the patient to the right service with the right information. As we put more resources onto PRISM, I am confident that this will make the life of the busy GP easier, and patient care will benefit as a result. The patient will be seen in the right clinic by the right clinician first time and everyone will benefit.
Dr Tony Bentley,
From the initial concept that was discussed with Sarah and her team (Kerry, Mo and Rachelle), the process to have an app that can be used across all services to capture NHS FFT feedback has been an easy one.The team listened to the requirements, took time to understand the national and local requirements needed to ensure the feedback was captured appropriately. We had early design meetings to ensure we were happy with the app display and function. For the roll out of the app to services we had very comprehensive support and understanding from the team, great communication on updates, technical issues, user errors and general queries. As a service we have made changes to the questionnaires throughout the process and these changes have been quickly and efficiently managed.Teams ‘on the ground’ have also benefited from the fantastic support from the team, when they have had queries with the app and the devices. The database behind the app has also improved the efficiency of collating the feedback. Working with Sarah, Kerry, Mo and Rachelle from HIS has been a great piece of partnership working, and a I have learnt from them and the experience.
CHS Patient Experience and Learning Manager, CHS Governance team
The ECT team with LPT in conjunction with NHS Leicestershire Health Informatics Service (LHIS) developed a state of the art and first of it's kind app on Electroconvulsive Therapy (ECT), a specialised treatment in mental health for patients with severe depression. This is an app for all patients, carers and professionals. The clinical content was produced by ECT experts and the design, recording, editing videos and marketing was done by LHIS, The project was carried out n 2014-15 and the app was launched at the Royal College of Psychiatrists ECT Conference in November 2015 in London.I am very impressed by the support and quality of work delivered by LHIS. They were very friendly and approachable in addition to their high standards of professionalism throughout the project. The team is very motivated, dynamic and enthusiastic and went beyond their limits in completing the tasks and sticking to the project deadline. they were quick in amending/ updating the content based on expert suggestions and involved clinicians in designing and developing the app. They helped in project management ie: writing the proposal, strategic planning, approval process and exploring publicity and awards. More importantly LHIS were heavily involved in marketing the app to various healthcare organisations, presentation in various academic conferences and producing the leaflets.My special thanks go to Sarah Ost who lead the project on behalf of LHIS, Kerry Cyster and Gemma Clayton. All of their input resulted in the app being nominated for the PEN (Patient Experience Network) National Awards in March 2016.I wish LHIS much success and would recommend them to anyone considering developing similar apps.
Dr Girish Kunigiri MBBS, MD (Psy), DNB (Psy), MBA (Quality Management),
Consultant Psychiatrist in General Adult, Clinical Director East Midlands Mental Health Clinical Networ
I have great pleasure in recommending NHS Leicestershire Health Informatics Service (LHIS) for anyone considering developing Apps.I have collaborated and worked with LHIS since 2014. Following a successful bid to East Midlands Strategic Clinical Network Innovation Funds, NHS England, our Young Onset Dementia (YOD) team within Mental Health Services for Older People, Leicestershire Partnership NHS Trust, developed an App for YOD patients and their carer, in collaboration with the LHIS, which is first of its kind as per our knowledge. This project was carried out during 2014-2016. It was showcased at the Annual Meeting for Old Age Psychiatry Faculty, Royal College of Psychiatrists, March 2016 and also at the Innovation Conference, Nottingham, April 2016.The YOD App has won couple of awards, (1) Highly Commended Award for the category Excellent Idea/ Innovation at the Celebrating Excellence event at LPT, April 2016 and (2) Highly Commended award at the National Care Coordination Association for category “Innovation to Support Service Development”, Oct 2016.I am continuing to collaborate with the LHIS team to develop another dementia App.I greatly appreciate the support; quality and professionalism of the entire team at LHIS who helped with YOD app. They were very friendly and approachable. The team is very motivated and enthusiastic and would go beyond their limits in completing the tasks. Although it was new venture for us as clinicians and them to be working in such an area, they were quick in understanding our clinical needs, they attended patient and care focus groups for improvising the App, amended and updated the content based on expert suggestions and were great team players to work together in designing and developing the app. More importantly LHIS supported immensely in marketing the App, presentations in various academic conferences, and producing the leaflets/pamphlets. My special thanks to Sarah Ost, Service Delivery Manager, who lead the project on behalf of LHIS; Kerry Cyster, Product & Customer Support Officer, for designing and for vigorous quality check; and Gemma Clayton, Business and Marketing Manager, for compiling/editing videos and further enhancement of the overall design making it user friendly.I wish all the success to LHIS team
Dr Latha Velayudhan MBBS, DPM (Psy), DNB (Psy), MD (Res),
Consultant Psychiatrist in Old Age Psychiatry Senior Clinical Lecturer (Hon), Institute of psychiatry, psychology and Neuroscience, Kings College London Reader (Hon), University of Leicester
This is coming with appreciation re the ECT app you and colleagues developed. It is comprehensive and the availability of written , visual and audio information is very useful. I also think the information for professionals if read by a patients is not daunting , which allows for ECT to be destigmatised and seen as a medical procedure which we take seriously.I am the only accredited ECT Psychiatrist for this district where I work in Australia and recently managed to wrangle more Consultant time for ECT which will allow me to streamline the service and train Registrars. For a service which did not have trained ECT nurses, we now have them and the nurses section will be useful there. I see this app as an useful resource and see my team using it.Wishing you the best and congratulations again to you and your team.
CMC Vellore Trained Psychiatrist
I would like to thank the Leicestershire Health Informatics Service worker for sorting out all my laptop problems. Colin came out to Whitwick last week (on the same day that I phoned!). He was so helpful and sorted out several problems. Even more importantly, as far as I’m concerned, he didn’t once make me feel like a complete incompetent!! He’s friendly, knowledgeable, patient and has a great sense of humour! I do hope that you can identify him through looking at the call out log for last week. He really does deserve to get a Customer Service Award.
Your IT accounts administrator, has provided prompt, efficient and effective support to us, not just over the last year but for as long as I have known him. He is unfailingly polite, cheerful and approachable – significant qualities for those of us who are less than ‘experts’ and very much appreciated. It goes without saying that his advice and expertise is accurate and reliable and this, added to his admirable attitude, makes him a staff member Leicestershire Health Informatics Service should be proud of.