By discovering, testing and delivering a tailored CRM solution we enabled GenesisCare UK to make deep client connections

GenesisCare UK needed a CRM platform that would allow them to form deeper connections with doctors and oncologists, essential to their business. Coherence was engaged to discover, evaluate, and implement a solution that could meet their immediate needs while scaling for future growth. Through a collaborative process, we delivered a tailored CRM that drives efficiency and strengthens relationships.

The Challenge

For GenesisCare UK, strong relationships with doctors and oncologists are critical for their referral network and patient care. They required an agile and adaptable CRM system to help manage these relationships, but needed an agnostic consultancy to objectively assess and recommend the best solution from the market. The CRM had to be secure, reliable, and capable of handling a large volume of data while remaining scalable for future requirements.

Why Coherence?

GenesisCare UK selected Coherence because of our platform-agnostic approach and experience in delivering successful CRM solutions. We weren’t tied to any specific provider, allowing us to conduct an honest and thorough evaluation of the best platforms available. Our proven track record of implementing reliable, customisable systems made us the ideal partner for this critical project.

Our Approach

• Discovery and Evaluation

Coherence conducted an in-depth exploration of GenesisCare UK’s needs, researching and evaluating potential CRM platforms. We shortlisted candidates based on technical, budgetary, and operational criteria.

• Platform Selection

Zoho CRM emerged as the best solution, offering customisation, scalability, and reliability. We ensured it met all of GenesisCare’s requirements while also allowing for future growth and system integration.

• Implementation

We successfully ingested 35,000 professional contacts and 7,000 medical practices into the system, allowing GenesisCare to manage relationships with referring consultants. Features such as the integration with Eventsforce allowed GenesisCare to manage delegate invites and attendees for over 300 engagement events annually.

• Training and Optimisation

Our team worked closely with GenesisCare’s Referral Engagement team, enabling them to add over 600 new contacts since implementation. We continue to optimise the system, providing deeper integrations and automated reporting features to support future improvements.

Testimonial

“The team at Coherence have been creative, supportive and diligent in delivering a first class service.”

Ella Tracey

Commercial and Marketing Director, GenesisCare UK

The Outcome

The implementation of Zoho CRM has empowered GenesisCare UK to manage relationships with their network of doctors and medical practices effectively. The system has provided deep insights into referral pathways and performance, enabling GenesisCare to improve engagement and track performance against forecasts. The successful integration of tools such as Eventsforce has streamlined event management, and the platform continues to evolve with further optimisations and deeper system integrations planned.

About GenesisCare

GenesisCare is a global healthcare company with over 2,500 professionals across the UK, Australia, Spain, and the USA. They specialise in innovative treatments for cancer and heart disease, focusing on delivering personalised care that prioritises patients’ needs and outcomes. GenesisCare is committed to providing high-quality care when and where patients need it most.