CRM Development: Reliable Tool for Healthcare Client Management

ABTO Software
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Abto Software assisted a US-based healthcare provider with a custom internal CRM development.

About the project

Our cooperation began in 2020. Our client approached Abto Software to assist with CRM development for a healthcare organization. We provided experts that became an integral part of the client’s internal team. Our developers used the existing CRM solution as a prototype to create the new one. However, some significant changes were introduced to improve upon the original version. For example, we gave up the monolith architecture to make microservices more flexible and scalable.

Our full-stack engineers refactored and denormalized the architecture of the existing database. We made it faster, more efficient, and well-optimized in terms of storage usage. Also, we recommended and utilized the use of server-side rendering to reduce server load and improve the architecture.

Abto Software provided an experienced DevOps engineer who set up and optimized CI/CD processes. Our expert also helps the client with server configuration and plays an integral part in designing infrastructure architecture.

Abto’s development team is growing as we look towards new development phases of the solution.

Healthcare CRM features:

1. Appointment management

The main purpose of the CRM solution is quicker and more effective patient appointment management. It allows our client to set, change, and cancel appointments, as well as access all the details about every appointment (location, results, etc.).

2. Patient communication

The system is equipped with different tools (email, SMS, chat, etc.). They enable communication with patients, for example, by sending reminders about appointments.

3. Patient segmentation based on location

The system provides a useful CRM feature of segmenting patients by location. Each care provider can operate within a particular region, which makes it easier to handle more patient requests.

4. Health risk detection

The system allows our client to detect potential patients’ health risks and prevent them from getting more severe.

5. Patient records

The system collects and gives access to information about each patient, including medical records, appointment history, payment information, risk category, etc. Each patient has their own profile in the system where all information is stored.

6. Data protection

The system provides role-based access to patient information. For example, a care provider may use the system to check the location and the need of their next patient. At the same time, they may not access the patient’s payment data, as this information is only used by accountants. This helps our client protect sensitive data and make sure that it does not get into the wrong hands.

Additionally, the solution is equipped with single sign-on and log-in timeout CRM features. It ensures an additional level of security that keeps patient information safe.

7. Payment handling

The system makes it easier to handle and process patient payments. This CRM feature is especially important to our client since they have to deal with many different types of payments (for example, split payments between the patient and their insurance company, family payments, etc.).

Third-party integrations

In addition to developing various features for the CRM system, our team also helped complete many integrations with third-party services.

Google maps

This integration is used in tandem with the patient segmentation feature. It allows care providers to see the map of the region where they operate and build routes to their appointment using GPS.

EDI Clearinghouse

Our engineers added integration with Clam.MD, which allows our client to handle electronic patient claims (process payments, receive documents, etc.)

Payment methods

Various third-party payment methods (for example, Stripe) were implemented in the CRM system to allow patients to choose the most convenient option (online payments, checks, bank transfers, etc.). Payment information and history about each client are securely stored and can be accessed from the system.

Communication with patients

The Abto Software team also integrated many third-party communication services. As a result, our clients can communicate with patients and send updates and notifications via email, SMS, chat, and more.


The custom CRM system helps Abto Software’s client increase their business efficiency in a variety of ways. Process automation reduced manual work of handling payments and keeping medical records. Our engineers work in close cooperation with the client’s experts, and both teams enjoy open and effective communication. Moreover, the client sees the tangible benefits of our work and is planning on expanding the team further.

Currently, we plan for the new iteration of CRM development. It will result in the next version of the CRM solution, complete with new CRM features, and a new mobile application.