System Unification
Connect your ERP, pharmacy, billing, and clinical systems into one CRM so your team stops re-entering data and starts focusing on care.
Digital Transformation · Healthcare · Clinical Operations
CRM for Healthcare Organizations
Solutions Metrix helps healthcare providers digitize patient workflows, automate care programs, and manage complex clinical operations — on Creatio and Microsoft Dynamics 365.
Platform-agnostic. No vendor commitment. Scoped to your workflows.
2,600+
Healthcare Portal Users Served
2
CRM Platforms Deployed in Healthcare
6+
Integrated Clinical Use Cases
We implement
Creatio
Microsoft Dynamics 365
How We Help
Solving Healthcare's Operational Complexity
Healthcare organizations manage dozens of interconnected systems, high-stakes workflows, and complex stakeholder relationships. We bring proven CRM architecture to make it manageable.
Workflow Automation
Replace manual handoffs between departments with automated triggers, approvals, and notifications — from patient enrollment to billing reconciliation.
External Portals
Give patients, interns, teachers, and coordinators secure, role-based self-service portals — reducing administrative burden and improving experience.
Operational Dashboards
Surface real-time metrics for clinical operations, internship pipelines, equipment utilization, and billing performance in embedded Power BI or Creatio dashboards.
Role-Based Security
Configure hierarchical permission models for internal users, external stakeholders, and regulatory roles — ensuring the right data reaches the right people.
AI & Copilot Enablement
Deploy AI chatbots on patient portals, automate sentiment analysis of patient interactions, and enable intelligent process suggestions within the CRM.
Industry Challenges
What Healthcare Organizations Are Up Against
We've worked inside the complexity. These are the real challenges our healthcare clients came to us with.
Manual Enrollment Across Multiple Systems
New patients or interns must be created manually in NAV, KROLL, Bambora, and other platforms independently — consuming hours of staff time and creating high error risk with each duplicate entry.
Fragmented Clinical & Administrative Data
Billing, scheduling, prescription, and care delivery data lives in separate systems with no unified view. Staff waste time switching between platforms and reconciling conflicting records.
Manual Billing With Delayed Revenue Cycles
End-of-day manual billing through payment processors like Bambora means revenue is always delayed, errors go undetected until month-end, and cash flow suffers.
No Visibility Across Care Workflows
Without a centralized system, managers have no real-time view of caseloads, pending prescriptions, overdue equipment returns, or internship milestones — making strategic decisions reactive rather than informed.
Complex Stakeholder Management
Healthcare involves patients, families, doctors, insurers, pharmacists, interns, coordinators, HR, and regulatory bodies — each with different data needs and communication requirements that no single off-the-shelf tool handles well.
Legacy System Integration Debt
Healthcare IT stacks often include AS400 systems, provincial networks like HSPNet, and decades-old ERPs. Integrating these with modern CRM requires deep technical experience — not just configuration.
Recognize these challenges in your organization?
You're not alone. Let's map your current pain points to a CRM solution that fits your operations — not the other way around.
Book a Free Discovery CallOur Solution
Turning Healthcare Pain Points Into Automated Workflows
We don't just implement CRM — we redesign your processes so the system works the way healthcare actually does.
Single-Entry Enrollment Across All Systems
Instead of creating a new patient manually in NAV, KROLL, and Bambora, staff create the record once in Creatio. API calls automatically generate the downstream records — including billing setup and prescription initialization.
Automated Billing on Packaging Confirmation
No more end-of-day manual billing through Bambora. When packaging is confirmed in the CRM workflow, billing fires automatically via the Bambora API — eliminating the daily bottleneck and the errors that came with it.
Self-Service Portals in Dynamics 365
Interns, teachers, and coordinators — 2,600+ users once managed via spreadsheets — each get a secure Power Pages portal. Documents, schedules, and status updates live in one system, with automated email notifications throughout.
Live Operational Dashboards
Replace outdated daily email reports with embedded Power BI and CRM dashboards. Active caseloads, pending billings, equipment locations, and internship pipeline status surface in real time — inside the same system where work gets done.
Platform Agnostic
We Work With the Platform That's Right for You
We're not tied to a single vendor. We recommend and implement the CRM platform that best matches your organization's scale, existing tech stack, and long-term strategy.
Creatio
Ideal for healthcare organizations with complex, multi-department care delivery workflows. Creatio's visual process builder lets you automate enrollment, care programs, equipment logistics, and billing without heavy development overhead.
Best for No-Code Process Automation
Microsoft Dynamics 365
Best fit for healthcare organizations already in the Microsoft ecosystem. Dynamics 365 with Power Pages, Power BI, Teams, and Copilot delivers enterprise-grade portals, embedded analytics, and AI capabilities out of the box.
Best for Microsoft-First Orgs
Not sure which platform is right? Our discovery workshops evaluate your existing systems, team structure, integration requirements, and budget to give you a clear, unbiased recommendation — with a cost estimate for each option.
Our Approach
How We Deliver Healthcare CRM Projects
A proven agile implementation methodology, built around your team's reality — not a rigid playbook.
Discovery & Workshops
Structured sessions with clinical, operational, and IT stakeholders to map current-state processes, identify pain points, and document integration requirements.
Solution Design
We design the data model, integration architecture, security roles, and portal structure — and you approve the blueprint before anything is configured.
Agile Implementation
We build in 2-week sprints with working software at the end of each one. Your team reviews progress continuously — no big-bang reveals.
User Acceptance Testing
Your clinical and administrative super users test against real workflows and data, with a dedicated hardening sprint before any go-live date is set.
Training & Go-Live
Role-based training for internal, external, and HR users, with recorded sessions. We manage deployment to QA, UAT, and Production environments.
Co-Pilot Support
Post-go-live, our team stays embedded with yours — resolving issues in real time and tuning configurations until adoption sticks.
Integration Architecture
How Healthcare Systems Connect Through CRM
CRM sits at the center of your healthcare technology stack — orchestrating data flows, automating actions, and giving every team a unified view of the patient or stakeholder.
Solutions Metrix didn't just implement a CRM — they took the time to understand how our care programs actually work, then designed a system that fits the reality of our operations. The integration between our pharmacy system and billing alone has saved our team hours every day.
Healthcare CRM Glossary
Key Terms You'll Encounter in a Healthcare CRM Project
Healthcare CRM projects sit at the intersection of clinical operations and technology. Here are the terms that matter.
- NAV — Microsoft Business Central
- Microsoft's ERP system (formerly Navision) widely used in healthcare for inventory, billing, and financial management. CRM integrates with NAV to trigger billing, stock updates, and patient financial records.
- KROLL — Pharmacy Management System
- The dominant pharmacy software in Canada for prescription management, dispensing, and patient records. CRM integrates with KROLL to automate patient enrollment and packaging workflow triggers.
- HSPNet — Health Standard Practice Network
- A provincial healthcare IT network in Quebec used for clinical data exchange between health institutions. CRM imports HSPNet data via structured template files to populate internship and clinical records.
- UAT — User Acceptance Testing
- A phase in which the client's own staff test the configured system against real-world workflows using production-representative data — before any go-live decision is made.
- PPP — Power Pages Portal
- Microsoft Power Pages is an external web portal platform that extends Dynamics 365 to outside users (patients, interns, teachers) with secure, role-based access — without requiring a Dynamics licence.
- ECO — Internal Knowledge Library
- CISSSO's SharePoint-based eco-library of clinical guidelines and reference documents. Integrated into the Dynamics portal and used as the knowledge base for the AI Copilot chatbot.
- T2T — Train-the-Trainer
- Solutions Metrix's standard training approach — we train a small group of internal super users who then train the rest of the organization, embedding knowledge internally from day one.
- API — Application Programming Interface
- The technical connection between two systems. Healthcare CRM projects rely heavily on REST APIs to connect Creatio or Dynamics 365 to KROLL, NAV, Bambora, HSPNet, and other systems in real time.
- Co-Pilot — Post Go-Live Support
- A dedicated period (typically 2–4 weeks) after production launch where the Solutions Metrix team remains actively embedded with the client — resolving issues, tuning configurations, and coaching adoption.
Direct Answers
Straight Answers to the Questions We Hear Most
No fluff. Here's what healthcare organizations actually ask us before starting a project.
How long does a healthcare CRM implementation typically take?
Timelines vary by scope, but most healthcare CRM projects run 4–9 months from kickoff to go-live. CISSSO's full 3-phase scope was estimated at approximately 9–10 sprints (~22 weeks) of active development. Simpler implementations can go live in 10–14 weeks.
What clinical and operational systems can you integrate with?
We've built integrations with NAV (ERP), KROLL (pharmacy), Bambora (billing), AS400 (legacy records), HSPNet (provincial health IT), Microsoft 365 (Teams, Outlook, SharePoint), DocuSign, Power BI, and Amazon Connect telephony. If your system has a REST API, we can connect to it.
Do we need to choose between Creatio and Dynamics 365 before engaging?
No — and we actively recommend against committing before discovery. Our workshop process produces a platform recommendation with cost and capability comparisons. If you have a preference based on existing Microsoft licence agreements, we can work within that constraint too.
Can you build portals for patients or external healthcare stakeholders?
Yes. We've designed and built multi-role external portals — for patient self-service (CarePack), and for healthcare interns, teachers, and coordinators (CISSSO). Portals handle authentication, document upload, scheduling, status tracking, and AI-powered self-service.
How do you handle data security and patient privacy?
Security is configured using the out-of-the-box role-based access controls of Dynamics 365 or Creatio — both enterprise-grade, audited security models. We configure hierarchical permission structures and audit trails from Sprint 0. Compliance with provincial privacy requirements (e.g., Loi 25 in Québec) is scoped explicitly during discovery.
What happens after go-live?
All projects include a Co-Pilot phase — an active, embedded post-launch period where we resolve issues in real time and tune configurations based on live usage. After Co-Pilot, we transition to our Customer Service team for ongoing support tickets and enhancement requests.