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SUMMER INTERNSHIP PROJECT

Customer Relationship Management

Submitted by

Nitin Kumar soni

0131PG057

Corporate Mentor Faculty Mentor

Dr. Ajay Tongar Prof. ManishaVijayran

Managing Director ERA Business SchoolThe Care Voice India

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About the Company

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The Care Voice is a Shanghai-based start-up and founded inJuly 2013 in Hong Kong.

The Care Voice launched its first version of its application

in December 2013.

The Care Voice is the first dedicated review-based socialplatform that enables patient to make better healthcare

decisions, and healthcare professionals to improve patientsexperience.

It provides you a social platform to share your any medicalexperience with others .

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The CareVoice is free of charge for all patients.

The CareVoice provides an open, trusted and reliableplatform to make informed decisions based on

individual healthcare needs for a healthier community

.

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ORGANIZATIONAL

STRUCTURE

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THE PEOPLE BEHIND THE CAREVOICE INDIA

Sbastien Gaudin

FounderPharmacist, MBA at ESSEC Business

school, 10+ years in various business

positions within Sanofi, a major

Pharmaceutical company, including 2+

years in China in a strategic

leadership role

Originator of The CareVoice concept

Dr. Ajay Tongar

MD, India OperationsMBA HEC Paris. He co-founded and

successfully headed the Life Smile

Biosciences for 6 years as Head of

Marketing and Operations

Joined The CareVoice in July 2013

Umesh Sengar

Head, Strategy and Business Development

IIT Roorkee graduate, MBA from HEC

Paris. He has worked in business

process consulting with IBMin India andUK, corporate strategy with Schneider

Electric in France and with Aumentis

strategy consulting in India

Joined The CareVoice team in September 2013

Advisors

Healthcare, Internet, Communication

The CareVoice benefits from the advices and supports of

selected group of advisors in various areas to complete our

teamsskills.

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Mission The Care Voice is a social web platform that empowers each of us -

people and society - to face together health challenges and get alonglife's journey with confidence by enabling to view, express and exchangeideas on medical options through an extended reliable network.

Vision The Care Voice believes that health is a journey that we take together.

With our family, friends, people like us and professionals, we should beempowered to handle health challenges and move forward to build ahealthier future.

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Health care sectors are now trying to use an

appropriate Customer relationship management

framework to create a trust between hospital andcustomers.

Increase in the level of customer satisfaction and

customer loyalty in health care services canincrease the chance of winning in market share

among the other health care organizations .

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RESEARCH METHEDOLOGY

Data sources:

Primary Data

Secondary Data

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WORK DONE

Users acqiuisition through Mobile, Tablets .

Data entry of Hospitals , Doctors .

Filled up forms

Through hard copy .

through mobiles , Tablets .

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QUESTIONNAIRE

1.. Whether the doctor was polite. ? Yes: 90% No: 10%

2. The doctor adequately explained my condition, examination results, and treatment process.

Yes :70% No: 30%

3. The doctor allowed me to ask many questions, enough to clarify everything.

Yes: 90% No:10%

4. The doctor paid enough consideration to my concerns for deciding medicalprocedure.

Yes 90% No 10%

5. Whether the doctor made me feel comfortable.

Yes 60% No 40%

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6. Hospital staffs (e.g. nursing staffs, pharmacist, receptionist, and cashier excluding

doctors) were friendly and polite.

Yes 50% No 50%

7. Nursing staffs thoroughly explained the medication process. Yes 70% No 30%

8. Nursing staffs tried to help me as much as they could.

Yes 60% No 40%

9. Nursing staffs sincerely cared for me.

Yes 70% No 30%

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10. There was a good coordination among hospital staffs excluding doctors.

Yes 80% No 20%

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RECOMMENDATIONS

Advertisement on Radio and Television

Organize Medical Camp .

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