mdxhealth:
D365 CRM for Health Care Optimization
Mdxhealth is a leader in providing highly accurate, clinically actionable urologic solutions designed to enhance patient diagnosis and treatment while optimizing healthcare economics for both payers and providers. With a strong commitment to innovation and precision, Mdxhealth empowers healthcare professionals with advanced diagnostic tools that support more informed clinical decision-making.
To ensure seamless and efficient interactions with their clients, including physicians and healthcare providers, Mdxhealth leverages Microsoft Dynamics to track and manage end-to-end engagements. This integrated platform enables the company to streamline its sales processes, enhance client support services, and maintain comprehensive records of every interaction. By utilizing cutting-edge technology, Mdxhealth is able to deliver a superior customer experience while driving improved operational efficiency across its business functions.
Challenge
A diverse group of over 500 cross-functional sales and customer support representatives manage client relationships, assisting physicians and their multiple office locations worldwide. This requires a centralized system for communication logs and data consistency.
Physicians often operate across multiple offices with various support staff, making it challenging to maintain accurate and accessible contact and tracking information.
Unlike traditional sales processes, representatives do not manage individual opportunities. Instead, they focus on promoting the benefits of specific testing services, with orders occurring over an extended period of several years.
Sales data was previously categorized by location rather than by individual physicians—the primary point of engagement for representatives. As a result, aligning orders to specific doctors required extensive manual data exports and collation efforts.
Solution
Established a collaborative communication strategy, enabling cross-functional teams to seamlessly view and address issues, assistance requests, and other inquiries. Automated downstream alerts ensure timely responses to new activities.
Developed an intuitive classification system for physicians and support staff across multiple locations, providing instant visual access and enhanced search capabilities for quick and efficient identification.
Designed and implemented optimized process workflows to better align with the team's actual sales cycle. Introduced monthly reporting newsletters to consolidate key insights and drive proactive follow-ups.
Enhanced sales order integrations to accurately attribute orders to the corresponding physician. Implemented advanced search and filtering tools to identify physicians based on product usage, highlighting both active and inactive orders.

Outcome
All Physician and physician-office communications are centralized, allowing for both teams to monitor real-time engagements, as well as be alerted to immediate needs and issue of each reps territory.
Instant access to preferred communication channels of Physicians and their staff, ensuring reps can connect with their clients wherever they may reside on any given day.
Allowed reps to focus on New Physician engagements, as well as cross-selling of new tests as the focus of the pipeline strategy. Realized daily visibility into next-step actions and activities.
Sales Reps can now readily view orders and progress for individual physicians without manually exporting and manipulating data. New Solver capabilities allow for “what-if” scenario targeting of tests within various Physician offices.