SERVING OUR VETERANS THROUGH CRM EFFICIENCY

@VetAdvisor1 #SugarCon

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VetAdvisor and Sugar

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• Provides veteran-centric care, including coaching in physical & behavioral wellness, career growth and financial management

• Customers: Military veterans via organizations that hire and support them, including Veterans’ Administration, Marines, and Army

• Launched Sugar: 2012• Partner: NEPO Systems, LLC

• To enable managed coaching relationships at scale through process automation

• To manage the veteran customer lifecycle and coaching operations under a single platform to optimize data collection and analysis

• To provide data security and regulatory compliance in managing veteran information

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I CRM TO…

“…reach more veterans.”

Implementation

• Outreach“We’re using Sugar to go where the veterans are. It is a highly fractured environment, and that is going to be confusing and disheartening to a veteran. So instead, we are learning about veterans and driving content to them, in a virtual world, on a phone, on a website. We send veterans a customized survey and don’t make the veteran come to us.”

• Reporting“Part of Health IT and ACA legislation requires us to measure outcomes and change behaviors – this means we need to go beyond the static view of health records and generate metrics around our relationships.”

• Workflow“We don’t have to spend as much time doing administrative things – like reminder calls or sending a source document –everything is organized and at their fingertips.”

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Milestone Velocity

Integration/Customization

• Twilio: Facilitates SMS communication between coaches and clients

• Fitbit: Activity tracker, allowing coaches to measure client activity in real time and monitor fitness goals

• ID.me: Verifies client affiliation with military – active, retired, etc.

• Clicktools: Provides surveys and questionnaire templates to coaches and clients

• Telax: Outbound click-to-call• Collabspot: Synchronizes Sugar and Google apps,

including emails and calendars

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Integration/Customization

Impact

• Automate and facilitate outreach at scale• Provide self-driven data visibility to veterans• Adhere to privacy and compliance guidelines • Increased effectiveness of coaching team, limit

staffing overhead• Improved services tracking – trend spotting to

drive decision making

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Impact

Moving forward with CRM

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• Improved use in sales/marketing• Explore additional automation opportunities• Address legislative changes in healthcare data

management

Ideas Worth Saluting

• Amplify your team with processes and tools that support their goals

• Use trend spotting to your advantage

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Thank you

@VetAdvisor1 #SugarCon