Abstract:
I completed a three-month internship at C&T Home Care’s Dhaka Customer Management Office. I
was curious to see how much of a difference their cross-border CRM would actually make on the
ground. Especially pertaining to the highly regulated US home health care market.
In the coordination department, I dealt with lots of operational CRM. I did the scheduling of
caregivers at the spot. I resolved errors and documented adherence to Electronic Visit Verification
(EVV) rules. The Client understands how the speeds and staff compliance processes can help in
increasing the Clients happiness and running services in a 24-7 BPO hub. The suggestions are
helpful to verify and validate the service.
To find out how well operations were functioning, communication and data flow between Dhaka and
New York offices was assessed. Clients regularly appreciated that Dhaka staff were always a phone
call away. Staff used to complain that the data is all over the place, and there is no single CRM
system, which made the problem hard to solve. As a result, we failed to do any proactive Analytical
CRM.
I was able to apply what I learnt in the school like Service Marketing and Operations Management in
a real life setting, thanks to the internship. Also, I got better at prioritizing and talking under pressure.
Additionally, I learnt a lot about the compliance rules. The report adds that operations can be further
improved through a central CRM platform and more cross-cultural empathy training.
In general, having an internship proved to be a huge leap in my career and realised how essential
operational support safeguards the client care as well as the rules in the global healthcare sector.
