An Analysis of the Customer Relationship Management Practices at C&T Home Care

Abstract

I completed a three-month internship at C&T Home Care’s Dhaka Customer Management Office. I was curious to see how much of a difference their cross-border CRM would actually make on the ground. Especially pertaining to the highly regulated US home health care market. In the coordination department, I dealt with lots of operational CRM. I did the scheduling of caregivers at the spot. I resolved errors and documented adherence to Electronic Visit Verification (EVV) rules. The Client understands how the speeds and staff compliance processes can help in increasing the Clients happiness and running services in a 24-7 BPO hub. The suggestions are helpful to verify and validate the service. To find out how well operations were functioning, communication and data flow between Dhaka and New York offices was assessed. Clients regularly appreciated that Dhaka staff were always a phone call away. Staff used to complain that the data is all over the place, and there is no single CRM system, which made the problem hard to solve. As a result, we failed to do any proactive Analytical CRM. I was able to apply what I learnt in the school like Service Marketing and Operations Management in a real life setting, thanks to the internship. Also, I got better at prioritizing and talking under pressure. Additionally, I learnt a lot about the compliance rules. The report adds that operations can be further improved through a central CRM platform and more cross-cultural empathy training. In general, having an internship proved to be a huge leap in my career and realised how essential operational support safeguards the client care as well as the rules in the global healthcare sector.