How Coherence Chose and Implemented a CRM for GenesisCare UK

GenesisCare is a global healthcare company with more than 2,500 professionals across the UK, Australia, Spain and the USA, specialising in treatments for cancer and heart disease. In the UK it needed a CRM platform to build deeper connections with doctors and oncologists, which are essential to its business. Coherence was engaged to find, evaluate and implement a system that met its immediate needs and could scale as it grew.

The Challenge

Strong relationships with doctors and oncologists are critical to GenesisCare UK's referral network and to patient care. It needed an agile, adaptable CRM to manage them, and an agnostic consultancy to assess the market objectively and recommend the best option. The system had to be secure and reliable, handle a large volume of data and scale with future requirements.

The Approach

Coherence is platform-agnostic and not tied to any provider, so it could evaluate the options honestly.

Discovery and evaluation. Coherence researched GenesisCare UK's needs and the CRM platforms that might meet them, then shortlisted candidates on technical, budgetary and operational criteria.

Platform selection. Zoho CRM came out best, for its customisation, scalability and reliability. Coherence made sure it met all of GenesisCare's requirements and left room for growth and integration with other systems.

Implementation. Coherence loaded 35,000 professional contacts and 7,000 medical practices into the system, so GenesisCare could manage its relationships with referring consultants. An integration with Eventsforce lets the team manage delegate invitations and attendees for more than 300 engagement events a year.

Training and optimisation. Coherence worked closely with GenesisCare's Referral Engagement team, which has added more than 600 new contacts since implementation. Coherence continues to optimise the system, with deeper integrations and automated reporting.

The Outcome

GenesisCare UK now manages its relationships with its network of doctors and medical practices effectively. Zoho CRM gives it insight into referral pathways and performance, helping it improve engagement and track performance against forecasts. The Eventsforce integration has simplified event management, and further optimisations and deeper integrations are planned.