TLContact: CarePage Services

Presented By:

Krupesh Shah

Grishma Sarangdhar

Hardikk K Solankki

Sudeep Pandey

Introduction

Primary Product: Care Pages

Service

Located in Chicago

Ventured by Eric and Sharon

Langshur

Established in 2000

Survived after the bubble burst

Tender Loving Contact Care Pages

Brief Facts about the Case

Web based services that enabled

patients to stay in touch with their family

and friends

Inspired by the opportunity, Eric and

Sharon quit their job in 1999.

Website created for son Matthew

Award Winning Customer Care

– More than a million and a half people

– Over 550 healthcare providers and 140,000

notes of thanks in past year

Website Page - Sample

Evolution of TLC and its Key Decisions

Shifting focus to a hospital based

approach

Shifting to PR and marketing

departments

Hiring consultants to help in

designing the website

Hiring skilled people to create a

good team

Customized approach

Continuous Innovation - New

software every 6 to 8 weeks

How does TLC Create Value??

1. To Hospitals Fewer Demand on Hospital Staff

Satisfied Patients

Nurses Hall of Fame

Reputation of Hospitals was lived upto

Surveys on the website helped the hospitals to bring about some changes if necessary

2. To Patients Personalized homepages to stay in touch with family and friends at

no cost

Saved time and money. Easy access to the website

Enhanced patient satisfaction. Emotional Support

Additional services like automatic email notification, sending flowers/gifts to the patients, guestbook, posting photos & creating links

Problem Faced and Analysis

TLC had penetrated only a small part of

a very large market

Difficulty in marketing directly to

individual patients

Selling to hospitals – much more difficult

Competing organizations

Dot.com bubble burst

Problem Faced and Analysis

Concerns of hospital administrators

Many failed to grasp the advantages to the hospital and patients

Sales process – very slow than anticipated

Key question of designing the website – Outsource or in-house

Difficulty to create a user friendly software

Solutions Suggested & Implemented

Bubble Burst – Decrease the

staff size

Refining of Price Policy and

Sales Approach

Alternate business model

Direct to Service co marketing

with National Hospice and

Palliative Care org.

Pilot donation project C.S. Mott

hosp in Chicago

Solutions Suggested & Implemented

Language addition option in

care pages for eg. Spanish

language

Message inbox option for

hospital to deliver targeted

messages to members

User Feedback, Auto correction

of common mistakes made my

visitors to avoid volume of

customer service enquires

Solutions Suggested & Implemented

Approached the PR and Marketing

Continued Innovation

Spanish language option

Refinement of procedures

Nurse Hall of Fame

Member Inbox

Send a prayer

Sales Approach

Refine sales

Shorter lead time

Distribution agreements

Online survey

capability….Pilot donation

program…

Current Situation

Rapid acceleration of revenues

No threat of competitors

Own service offering

Agendas for the Board of Meeting

Future Growth

How Fast?

What Directions?

Key Targets?

Opportunities for revenue?

Possible Financial Partnership –

Pros and Cons, Strategic

alliances

We are a mission driven

organization.

Agenda for the Board of Meeting

Competition – Place in the market, Differentiation

TLC Care Pages … Abundant Venture

Partners

New Solutions…. Conclusion1. For Maternity Patients

Upload photos

Suggest a name

2. Tie up with vendor

3. Request a visit

4. 87% of U.S. adults use the internet (January 2014 survey), 72% of internet users say they looked online for health information within the past year. 77% of online health seekers say they began their last session at a search engine such as Google, Bing, or Yahoo. Another 13% say they began at a site that specializes in health information, like WebMD.