Bangkok Dusit Medical Services Chooses Oracle’s Siebel CRM Solutions To streamline care processes and deliver individualized medicine for local and international patients

News Facts Bangkok Dusit Medical Services (BDMS), one of Thailand’s most technologically advanced hospitals has chosen Siebel CRM to extend and enhance the total customer experience at all 19 BDMS network hospitals, including Bangkok Hospital Group, Samitivej Group and Bangkok Nursing Home (BNH). Locus Telecommunication Inc., Ltd, a member of the Oracle PartnerNetwork, carried out system integration.BDMS embraced a patient-centric approach to deliver a higher quality and individualized care through comprehensive coverage of specific patient medical requirements and personal preferences.By deploying Siebel CRM, BDMS’ call center operations are supported with secure access and provision of information to the patient in real time and with the right level of details. This extends from preparatory steps to undergo specific medical exams to follow-up on findings, as well as control visits within a precise medical context – all done while maintaining patient confidentiality as a priority. With Siebel CRM, BDMS is able to enhance response time to patient inquiries, streamline the care process and improve clinical outcomes. The solution delivers improved user interface which result in enhanced ergonomics and productivity, easy features and quick access to various levels of information by authorised departments. Siebel CRM solutions will enable BDMS to execute the “Preventive Health Management” initiative that utilizes Chivawattana membership, BDMS’ loyalty program, as a platform to offer tailor-made health programs and packages for both local and international patients. Supporting Quotes “Providing the hospital team with an easy-to-use, yet powerful way to define and refine our practices and approaches is a key ingredient to enable our agility in the healthcare business,” said Dr. Chatree Duangnet, Executive Vice President of Marketing, Bangkok Dusit Medical Services. “By leveraging Siebel CRM, we are able to provide local and international patients with suitable intelligence and suggestions. Our bottom line is treating our customers with the most advanced technologies and a caring approach to enhance everyone’s life with good health.”“Oracle brings a comprehensive CRM offering to BDMS to support best practices and improve customer experience,” said Natasak Rodjanapiches, regional managing director–ASEAN, and managing director, Oracle Thailand. “Siebel CRM helps ensure service quality and improved response time to the patient through the integration of data and the ability to analyze patient-specific information. The strength of new features in Siebel CRM helps BDMS to improve the effectiveness of its customer relationship management and align with the hospital’s marketing initiatives and better manage patient information with versatile approaches. Our innovative solutions will enhance BDMS’ marketing and operations, maximizing customer satisfaction and improve quality of care at all times.”“In order to bring the best practice of CRM solution to BDMS, Locus was selected as an implementation partner to effectively integrate Siebel CRM with the current backend system,” said Saravut Sarindu, Senior Vice President, Locus Telecommunication Inc., Ltd., the professional system integrator in the contact center/CRM solution arena. “Siebel CRM functions enable BDMS to present and summarize patient-specific information at different customer touch points including email, telephone, registration system and web in a seamless working environment. This enhances BDMS with the competitive edge in providing the next level of Customer Relationship Management via the “Customer-Centric” approach, where specific customer’s needs are of utmost importance. Moreover, the system could analyze customer’s behavior to equip BDMS with the ability to provide the tailor-made services or promotional packages according to local and international patients’ needs.” Related Resources - Profile of Bangkok Hospital Medical Center - Siebel Customer Relationship Management (CRM) - Oracle’s Healthcare Applications - Oracle PartnerNetwork - Profile of Locus Telecommunication Inc., Ltd. About Oracle Oracle (NASDAQ: ORCL) is the world’s largest enterprise software company. For more information about Oracle, please visit our Web site at http://www.oracle.com. Trademark Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. Contact Info: Siriporn Suparuchatakarn Suchai Chalermtanasak Oracle Corporation (Thailand) Co., Ltd. PC & Associates Consulting Co., Ltd (0) 2696 8072 (0) 2971 3711 [email protected] [email protected] Click for photo release at www.thaipr.net

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