Implementing digital technologies in healthcare is a long-term trend that involves the combined efforts of experts from different industries. Engineers, software developers, and medics work together to ensure a better future for people.
Healthcare is one of the oldest and most influential industries in the history of mankind. Due to its importance, many technological advances have been designed or adapted for this field. New technologies in software development are no exception. Here are a few popular types of medical software.
Electronic Health Records (EHR)
EHR is currently the most widespread type of software used in hospitals around the world. It is an efficient modern alternative to hand-written charts that allows hospitals to store information in a more organized and secure way. Digital records can be shared across several healthcare providers, which is extremely convenient.
The main advantage of digital health records is the reduced paperwork and easy transfer of data across different medical institutions. Patients do not have to fill in the same information in a paper form whenever they come to a new clinic that belongs to the same healthcare provider network. Electronic health records are also potentially more secure in terms of protecting confidential data, especially in comparison with hand-written paper charts. This is ensured by government-enforced regulations, such as HIPAA compliance, as well as advanced digital security technologies.
EHR is helpful in the case of an emergency when a patient is unresponsive and doctors cannot obtain information directly from them. In such situations, medical staff can use accessible information on a patient’s ID to try and retrieve their health records, including medical history, known allergies, and so on.
Electronic Health Records, especially when they are implemented with the help of blockchain technologies, greatly improve the safety and security of patients’ data. This type of medical software prevents data tampering and allows using encryption and backup means for additional protection of confidential information.
Another important benefit of EHR is that they allow further processing of digital information, for example, for scientific research or statistics purposes. This process takes place with patients’ consent, and data is depersonalized and analyzed in bulk.
Telemedicine Software
Telemedicine uses computer networks to arrange communication between patients and doctors. Traditionally, it was implemented in the form of email communication and phone calls. These days, thanks to digital technologies, patients and doctors use web or mobile apps to have online consultations as text, audio, or video chats. The communication is usually encrypted to maintain confidentiality.
The increasing demand, especially during the COVID-19 pandemic, spurred a great growth of web and mobile applications for telemedicine. There are many situations where patients cannot visit doctors and vice versa. Video conferences held with the help of appropriate software proved to be an effective solution to this problem.
Doctor appointment scheduling software is often considered a part of telemedicine. It may be a separate app or a module integrated into a complex management system. In any form, it allows users to choose a doctor and schedule an appointment without visiting a clinic. More often, such applications also have additional functionality, such as billing and video conferencing. Telemedicine applications also allow patients to attach their test results or other relevant files to their chats with doctors.
Some telemedicine apps combine features of social networks and marketplaces. For example, they may contain doctors’ biographies, their specializations, awards, descriptions of expertise, and other career highlights. Such showcases allow patients to make a better-informed decision on choosing a particular medical specialist.
As a rule, a telemedicine software product comprises at least two apps – for doctors and clinics, and for patients. These apps have different functionalities and access permissions but are connected to a common data platform. This way, doctors have a clear view of their schedules, and hospital management staff observe the workload of every individual doctor and department. In their turn, hospital clients are allowed to see only free spots and the part of the schedule related to them. Patients and doctors receive notifications to remind them of planned appointments or any other relevant information.
E-prescriptions Software
Electronic prescriptions are another attempt to reduce paperwork and introduce the benefits of digital documentation, similar to electronic health records. This type of software allows improved control over the process of prescribing and obtaining medicine, making it much more difficult to forge receipts.
In some cases, e-prescription software allows patients to order the required medicine online. It improves convenience for people with low mobility and other conditions that make it difficult for them to go to a pharmacy.
Hospital Management Systems (HMS)
Hospital management systems are large software suites that usually comprise several modules with different features and levels of access. Often, they are used as core frameworks that integrate various types of software mentioned in this article into one infrastructure. In such cases, an HMS may contain:
EHR database;
Appointment scheduling module;
E-prescriptions;
Integrated CRM system.
In some implementations, a hospital management system offers essential functions for hospital administration. These functions are usually aimed at automating routine processes, such as patient room management, inventory tracking, billing and accounting, operating room scheduling, and many others.
Customer Relationship Management (CRM) Software for Medical Institutions
CRM software is often used in clinics to optimize their communication with patients. This way, clinics may gather, store, and analyze information about their clients in an effective automated way. As a result, patients get personalized services and a better customer experience.
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Usually, CRM systems interact with electronic health records since they both deal with the same information. Using this data, CRM software can provide automatic notifications to clients using their email addresses or phone numbers. Overall, the purpose of CRM is to improve customer satisfaction and streamline mundane processes.
Health Tracking Software
This type of software gained popularity thanks to the various types of smart devices. Health tracking involves measuring vitals or other health-related characteristics of a person using a range of electronic devices. They include various wearables, such as fitness trackers and smartwatches.
Health tracking software is commonly used for monitoring blood pressure, oxygen saturation, heart rate, glucose level, and other health indicators. Such applications are usually installed on smartphones or tablets and provide convenient notifications whenever the user's attention is required. Overall, they offer quality-of-life improvements for people with such conditions as diabetes or asthma, as well as post-op patients and elderly people.
Keeping track of glucose and calorie consumption is essential for many patients who must keep a strict diet. A combination of custom software and IoT technologies is very convenient for this purpose.
Medical Imaging Software
Medical imaging software takes signals from an MRI or CAT machine and converts them into a visual representation. Modern versions of such software implement AI and machine learning technologies for automatic analysis. Additionally, new imaging technologies create high-resolution images and 3D models that can be closely inspected by specialists.
For example, this can reduce the chance of misdiagnosing and improve the accuracy and speed of diagnostics. The combination of medical imaging software and electronic health records allows doctors to visually track the progress of a disease by comparing several images taken at different stages of treatment.
Additionally, imaging technologies can have other purposes in healthcare. For example, models created by medical imaging software may be converted into educational materials and used in medical training software. These models also help to improve tissue printing technologies, which are believed to be the nearest future of medicine.
Medical Research and Analytics Software
Large amounts of information regarding medical cases can be processed into a valuable source of scientific data. To do so, patient’s data is depersonalized and subjected to several stages of analysis and classification. After that, the obtained structured data is integrated into relevant databases.
Such scientific databases also require specific management software to keep them organized and accessible for research. Database management software should perform duplicate removal, regular updating, and other maintenance procedures.
Medical Training Software
The newest digital technologies offer incredible opportunities for medical training. The use of virtual reality and augmented reality has revolutionized the approaches to education. Specialized software allows medical students to study highly detailed 3D models of organs and systems of a human body in a healthy state or afflicted with various diseases.
Virtual reality has found an impressive application in surgery training. Today, thanks to VR/AR equipment and software, medical students can practice their surgery skills in a simulated environment.
Exercising and Rehabilitation Assistants
This type of software is especially useful in combination with health tracking and telemedicine applications. Many patients need guidance and motivation to exercise at home, for example, if they cannot go to rehabilitation centers for every session. This is the case for postoperative patients or people with different disorders that lead to obesity.
Rehabilitation assistant software can contain different exercise programs developed by doctors for various health conditions. Additionally, such assistant apps may be adjusted for every patient individually by their consultant physician. The integration with smart devices allows patients and their doctors to track their progress and vitals during exercising.
The psychological aspect of such apps is also highly important. Some people are shy by nature and dislike gyms or socializing in general. Others may feel uncomfortable in public because of their appearance, for instance, if they have scars or extra weight. Rehabilitation assistant software may become a life-changer for them, preventing patients from giving up and encouraging them to exercise.
The Importance of Medical Software
There are many other types of healthcare software that did not make the list, such as robotic surgery software, medical billing software, and so on. The industry of healthcare has many challenges, and software developers are doing their best to provide effective solutions. Here are a few examples of how specialized software benefits doctors, patients, and healthcare institutions:
Optimized hospital management processes
Better customer experience for patients
More secure handling of confidential information
Convenient appointment scheduling
Ability to consult with doctors using video calls
More accurate diagnosing and reduced chance of human errors
A whole new level of interactive medical training
Quality-of-life improvements for patients with low mobility and other conditions
The advances in medicine and software development will definitely lead to new types of healthcare software. The existing types and applications will also improve to offer even more advantages and adapt to the changes in respective fields.
Conclusion
Due to the constantly rising demand, developers keep creating and improving various types of healthcare software. Their advantages are highly appreciated by hospital management, medical staff, and patients.
At some point, every provider of medical services needs one or several customized applications to optimize and promote their business. These days, even small clinics require at least a CRM system and EHR software to offer a competitive level of service.
Intellectsoft specializes in providing customized IT solutions for healthcare. Our specialists have built significant expertise in this field and take a personalized approach to every case. Contact us and tell what medical software solution you want to create.
The hospitality industry depends a lot on keeping customers happy, but it’s getting harder to attract and keep them. The pandemic hit this industry hard, and now market competition is tougher than ever, with competitive offerings swaying customers. Hospitality businesses are willing to spend big to win customers back. The main questions for many are: how can we stay ahead of the competition, keep our customers, and increase revenue? Keep reading—we’ve got some answers.
Customers today have so many options that getting their attention is a real challenge. It’s not easy to make them choose your business over others. What worked 10 years ago doesn’t work the same way now. Back then, people often chose businesses based on reputation. But with new types of businesses (boutique hotels, craft cafes) popping up or big enterprises getting a new strategy, expectations have changed. The good news is these businesses have shown what works: great customer service. They focus on personalizing the experience, making things easy for customers, offering loyalty programs, and using smart technology.
In this article, we’ll explore these tech strategies and show you how they can help your business grow, and double the revenue. Keep reading to learn more!
The Importance of Customer Satisfaction in the Hospitality Industry
Customer satisfaction, which equals exceptional customer experience, is the backbone of the hospitality industry. It plays a central role in driving revenue and loyalty, as satisfied customers are more likely to return and recommend a hotel, restaurant, or other hospitality business to others. In fact, a study by the Harvard Business Review found that a 1% increase in customer satisfaction can lead to a 0.5% increase in revenue. Moreover, loyal customers are more likely to forgive mistakes and continue doing business with a company, even if they experience a negative encounter.
Let's quickly review the challenges the hospitality industry is facing right now so we can move on to the solutions and our case studies.
Challenges in Hospitality
As businesses navigate the changes in the hospitality industry, there are some key areas where a little improvement can go a long way. From improving customer service to embracing digital transformation and tackling labor shortages, we’ll take a closer look at today’s biggest challenges—and, more importantly, how technology can step in to help. Let’s get started!
Poor Customer Service
Even with strong and high-quality business offerings, poor customer service can drive potential customers and existing customers away. Common issues include:
Long wait times in customer service queues (it is worth remembering that our attention spans 8 seconds, and we live in a very busy world, so quick and efficient responses are more important than ever.)
Poorly trained customer service representatives
Lack of follow-up
Services not being done properly or quickly
Recall issues that require multiple service calls
These problems can frustrate customers. But, at Intellectsoft, we believe that the right approach, combined with technology, can address them effectively.
Digital Transformation Gaps
Approximately 50% of hotels are adopting new technologies, with 43% automating repetitive tasks and 39% upgrading existing systems. Source: workstaff.app
While many businesses are adopting digital solutions, some still struggle with outdated systems and fragmented data. Legacy companies often face chaos when trying to manage their data and create new systems or add features.
Some of the recent examples include clients coming to us to create AI solutions for their services while their data simply was not ready for the advanced tasks. We advise stepping back, communicating with a company objective, and working on keeping the data clean (centralized, structured, and segmented).
When we’re asked to create advanced systems using AI, we always emphasize the importance of organized data. To train AI and build such complicated systems that truly work, you need to start from the very beginning—collecting, storing, centralizing, and organizing it. We encourage our clients to align all departments to work internally on the data so we can create a unified digital system that delivers personalized experiences.
If you’re unsure where to start with your data, we can help. Collecting feedback at various touchpoints along the customer journey is crucial for gaining insights into customer satisfaction and loyalty. Book an IT consultation with us, and our experts will guide you in mapping out a path to get more from your data and build a system that works for your business and team.
Reskilling Staff
The pandemic hit hard in early 2020, especially for the hospitality and travel industries. Even five years later, many businesses are still feeling the impact. Recruiting and retaining skilled staff has become a major challenge post-pandemic.
Reskilling to address technology’s impact is of utmost importance, as about 40% of hotel General Managers place it among their top three workforce challenges.
We strongly believe that adopting the right technology can help. For example, creating an app to train your staff not only saves time but also ensures consistency in learning. AI assistants can also work alongside your team, helping with tasks like recruitment (providing industry insights, crafting emails) and staff training. Imagine having an app dedicated to making your team’s work easier and more efficient!
How Technology Tackles These Challenges and Supports a Customer-Centric Hospitality Culture
Automation, AI, and similar technologies may threaten many. However, the debate about replacing humans isn’t about that—it’s about cooperation and working hand in hand with technology to achieve the highest standards and establish brand-new “golden standards.” Technology is here to assist staff in listening to and collecting customer insights from data.
Let’s review some of our cases to see examples of how technology helps improve customer experience and supports customer service.
Examples of Intellectsoft projects
Property management systems (PMS)
We created a web platform and mobile app that makes managing daily tasks easier and offers extra services to improve residents’ experience. It gives a clear overview of daily activities and helps with managing units and users. Residents can easily book amenities, submit service requests, and report incidents. The platform also includes features for equipment management, key instructions, workflows, and custom permissions. This makes it easier for staff to stay on top of equipment and ensure residents have all the information they need. Plus, tools like announcements, quick votes, a forum, and a community calendar help build a connected and engaged community.
Guest Experience Management App
Our next app helped our client improve their guest experience by replacing printed marketing materials and the need for phone calls with a smart solution. Now, guests can easily order in-room dining, make reservations, and interact with staff— through a simple tablet in their room. The solution includes three parts: a custom in-room tablet with a variety of services, an admin panel for hotel staff and service providers, and a backend system that connects everything together. This approach makes things easier for guests and staff, improving both convenience and efficiency.
Existing Customers First: Building Loyalty with Personalized Touchpoints
Keeping existing customers is not just a strategy; it’s well-known that retaining existing customers is more cost-effective than acquiring new ones. In fact, research shows that it costs five times more to acquire a new customer than to retain an existing one. KPMG named customer retention as the number one revenue driver for the company.
Moreover, a 5% increase in customer retention can lead to a 25% to 95% increase in profits, showing the significant impact loyal customers can have on a business’s bottom line. Retention strategies, like personalized experiences and loyalty programs, can foster long-term relationships and generate recurring revenue, ultimately making them an invaluable part of any business model.
Personalization: How Technology Can Help?
Everyone loves to feel special—it’s part of being human. In hospitality, personalization has evolved from being a luxury to an essential standard. With the right technology to manage your data effectively, you can deliver those “wow” moments that guests won’t forget.
More than half of hotel chains are already using personalization features on their websites, booking platforms, and apps, and another 39% are planning to follow suit soon. They’re tailoring experiences to fit guest preferences perfectly.
Source: Deloitte
How does technology make it happen?
CRM Systems: They help you keep track of guest preferences, booking history, and special requests so you can offer services tailored just for them.
Loyalty Programs: Personalized rewards and offers show your guests that you value them, keeping them coming back for more.
AI Personalization: AI analyzes guest data to predict what they’ll love (from room upgrades to local recommendations) before they even ask.
IoT Gadgets: Smart room features like voice-activated assistants, or temperature controls adjust to your guests’ preferences, making their stay more comfortable.
With tech-powered personalization, you’re building loyalty and maximizing the lifetime value of every customer.
Our Case Study: Smart Hotel Management & Loyalty Program
For one of our clients, we created a smart room solution, complete with a custom IoT system. Guests can use a mobile app to control services, explore amenities, and find resort information-- with a special touch to their suite type. For the client’s entertainment business, we improved their legacy software by running a full IT and code check, fixing issues, and making the system better for customers.
Along with that, we developed a mobile app for the loyalty program, allowing businesses to effortlessly reward their customers and keep them engaged with exclusive benefits.
Our solutions not only helped the client with special experiences for guests; it also improved operations, cutting costs by eliminating inefficiencies. Here's what our experts shared:
"We transitioned away from ESB (Enterprise Service Bus) systems, which previously cost millions, and replaced them with more efficient, self-managed solutions. Similarly, we’ve implemented Device Farms that improved operations and saved resources."
Leveraging Software to Increase Upsell Opportunities
Here are some examples of tech tactics that will help your team sell more and introduce new offerings to existing customers, improve overall efficiency leaving your team grateful:
Dynamic Pricing Algorithms
For finance and marketing teams, manually calculating pricing by segment to introduce your clients can be incredibly challenging. AI-powered tools can strongly optimize these strategies by analyzing your database in detail.
Upselling via Apps
Boosting revenue in the hospitality business often comes down to personalized experiences. Imagine this: a guest books a room, and then your app suggests a spa package or a room upgrade at just the right moment. Later, it nudges them to book a dinner reservation or a guided tour designed to their preferences. With apps offering these personalized recommendations during and after bookings, you’re not just increasing your revenue per guest but also skyrocketing their experience. And you do it in a sustainable way, not by speculating, but by offering what your customers desire based on their previous experiences. It’s a win-win: seamless, helpful, and far from pushy.
Inventory and Resource Management Software
Making every resource count in your hospitality business is key. Inventory and resource management software allows you to effortlessly track everything from linens to room availability, ensuring nothing goes to waste. Having real-time insights to reduce overstock, avoid shortages, and optimize operations assists sustainably keep everything under control and know what you need to focus more. It helps maximize room occupancy by aligning bookings with available resources, ensuring every room and item is used effectively. This approach leads to smarter management, better guest experiences, and a noticeable boost to your bottom line.
Adopting these strategies not only optimizes your operations but also drives business growth. Ready to discover how technology can elevate your goals? We’re here to create a tailored solution for you.
Steps For Implementing a Customer Service Technology Solution
Improving customer service in hospitality doesn’t have to be a daunting task. With the right technology, you can smooth the path of your operations, speed up response times, and elevate the overall guest experience. Here’s where you can make it happen:
1. Understand Your Needs
Start by identifying the challenges your business is facing. Are you struggling to manage high volumes of inquiries, track customer feedback, or personalize the guest experience? Pinpointing your needs will guide you to the best solutions.
2. Pick the Right Tools
Choose technology that aligns with your goals. Look for solutions that are scalable, easy to use, and integrate effortlessly with your current systems. Options like CRM software, live chat tools, or a guest experience app can make a difference.
3. Equip Your Team
Technology is only as effective as the people using it. Train your staff to make the most of the new tools, so they can deliver exceptional service and resolve issues quickly. Confident, well-equipped staff creates happy, loyal customers.
4. Keep Improving
Once implemented, monitor how well the solution works. Are response times improving? Are customers more satisfied? Regular evaluations will help you fine-tune your approach and keep things running harmoniously.
Some Tech Ideas for Hospitality Businesses
CRM Software: Manage customer interactions and preferences.
Guest Experience Apps: Delight guests with personalized experiences right at their fingertips.
Amenity Management Systems: Simplify operations for everything from room service to facility bookings.
Live Chat Tools: Offer instant support and answers.
Social Media Management Tools: Keep customer interactions engaging and organized.
Integrating these strategies will not only improve your customer service but also deliver unforgettable customer satisfaction, loyalty, and, ultimately, your bottom line. Ready to take the next step? Book a consultation with our experts.
Conclusion
To wrap up everything we've discussed, customer satisfaction and experience are at the heart of hospitality. Retaining customers is more than just keeping them around—building strong, long-lasting relationships and consistently meeting their evolving needs. By understanding their pain points and offering personalized solutions, you can inspire loyalty and drive progress. With the right technology and continuous improvement, your business can stay ahead, let go of what no longer serves you, and keep growing.
At Intellectsoft, with over 17 years of experience in software development, our expert team is ready to help. We create everything from mobile apps to full-fledged portals and systems, leveraging the latest technologies like AI, Cloud, and Machine Learning. With deep experience in the hospitality industry, we’re here to craft personalized solutions that bring your business unforgettable customer experience and retain your valuable clients.
Ready to double your revenue and level up your customer retention strategy with personalized technology? Contact our experts, and we look forward to working hand in hand with you to build or revitalize the perfect app or system for you.
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