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SUMMER INTERNSHIP PROJECT

Customer Relationship Management





Submitted by
Nitin Kumar soni
0131PG057



Corporate Mentor Faculty Mentor
Dr. Ajay Tongar Prof. Manisha
Vijayran
Managing Director ERA Business School
The Care Voice India
About the Company
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The Care Voice is a Shanghai-based start-up and founded in
July 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 social
platform that enables patient to make better healthcare
decisions, and healthcare professionals to improve patients
experience.

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




The CareVoice is free of charge for all patients.

The CareVoice provides an open, trusted and reliable
platform to make informed decisions based on
individual healthcare needs for a healthier community
.
ORGANIZATIONAL
STRUCTURE
THE PEOPLE BEHIND THE CAREVOICE INDIA


Sbastien Gaudin
Founder
Pharmacist, 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 Operations
MBA 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 IBM in India and
UK, 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
teams skills.
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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 along
life's journey with confidence by enabling to view, express and exchange
ideas 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 be
empowered to handle health challenges and move forward to build a
healthier future.





Health care sectors are now trying to use an
appropriate Customer relationship management
framework to create a trust between hospital and
customers.

Increase in the level of customer satisfaction and
customer loyalty in health care services can
increase the chance of winning in market share
among the other health care organizations .
RESEARCH METHEDOLOGY


Data sources:

Primary Data
Secondary Data



WORK DONE

Users acqiuisition through Mobile, Tablets .

Data entry of Hospitals , Doctors .

Filled up forms
Through hard copy .
through mobiles , Tablets .
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 medical
procedure.
Yes 90% No 10%

5. Whether the doctor made me feel comfortable.
Yes 60% No 40%



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%






10. There was a good coordination among hospital staffs excluding doctors.
Yes 80% No 20%

Findings
Customers are more comfortable using mobile
application other than using the website as
they have to remember the URL of the website
and have to login again to their account.

As there is less product awareness among the
people so they are not much comfortable in
registering on the website.


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