TLC’s primary product, CarePages, a web based services that enabled patients to stay in touch with their family and friends through the medium of individualized home pages. 3. The management team consists of Eric Langshur the CEO, his wife Sharon Langshur the medical director, Charlyn Slade the president, Raul Vasquez the chief technical officer, Lindsay Paul the VP-business development- healthcare, JoAnne Resnic the VP-health care services.

1. TLContact: CarePage Services
Presented By:
 Krupesh Shah
 Grishma Sarangdhar
 Hardikk K Solankki
 Sudeep Pandey

2. Introduction
 Primary Product: Care Pages
Service
 Located in Chicago
 Ventured by Eric and Sharon
Langshur
 Established in 2000
 Survived after the bubble burst

3. Tender Loving Contact Care Pages

4. 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

5. Website Page - Sample

6. 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

7. 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

8. 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

9. 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

10. 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

11. 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

12. 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

13. Sales Approach
 Refine sales
 Shorter lead time
 Distribution agreements

14. Online survey
capability….
Pilot donation
program…

15. Current Situation
 Rapid acceleration of revenues
 No threat of competitors
 Own service offering

16. 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.

17. Agenda for the Board of Meeting
 Competition – Place in the market, Differentiation

18. TLC Care Pages … Abundant Venture
Partners

19. New Solutions…. Conclusion
1. 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.