The AppExchange has several free applications developed by Salesforce.com that provide a great start for building solutions. Many of these solutions are fairly turn-key and can be used by employees immediately, while others may need some customization.
Almost all of these solutions could benefit from a Customer Interaction Management (CIM) element, such as an integrated website or customer portal.
I recently reviewed several of these free apps and made some notes on how i-Dialogue could extend these apps to create a whole solution that interacts with customers.
Medical Practice Manager
A great app for tracking patient visits and insurance providers, but doesn't provide detailed practice management features like HL7 codes. I would like to extend this with the ability for patients to create their own appointments online, receive appt reminder emails, and perhaps even update their insurance information online.
A review in the AppExchange listing alludes to possible HIPPA compliance issues, but I'm not so sure a Healthcare solution hosted by Salesforce.com would too far off the mark. After reviewing a HIPPA Ready Portal Checklist we developed a few years ago, I only noticed 2 factor authentication and de-identification of patient records to be possible design challenges to a fully HIPPA compliant practice management solution using AppExchange (and isn't 2-factor authentication more of a recommendation than a requirement? Not sure).
Property Management
Real-Estate is a popular category on the AppExchange and this app quickly gives you a database of properties, rentals, and transactions right out of the box.
The CIM opportunity is the ability to search properties and rentals via an integrated i-Dialogue web site, plus adding the ability to associate images/pictures with properties.
The i-Dialogue portal would also help interested parties contact the realtor to follow-up on a property or rental.
Event Management
We're developing a portal interface for this app as I write this. It provides a great data model for managing special events and coordinating all the logistics with hosting an event (to include equipment, facilities, food & beverages).
The self-service element in i-Dialogue gives customers the ability to register for events online, print directions to the event, receive email reminders prior to the event and post-event surveys.
Services Project Manager
Pro Service Automation, or the tracking of timecards against billable projects, is largely an internally used application and this app provides the basics.
Customer Interactions might include the ability for customers to see their project histories online, contact project resources, and collaborate on documents.
Recruiting
This app is begging for the ability to publish open Job Descriptions online and allow prospective candidates to search Jobs and apply online.
Evacuee Management
This application was created in the aftermath of hurricane Katrina to help place evacuees with temporary housing.
Some CIM opportunities include the ability to locate friends and family through message boards / discussion groups and self-service ability to update status / request housing.
Pet Finder
Handy database for relating lost pets to owners. Definitely a candidate for web self-service so owners can register their names and details on their lost pet.
Some other applications that I'd like to see with CIM portal integration:
Golf / Tennis Reservation System
Hotel / Motel Reservation System
Appointment Scheduler
eLearning Certification System
Facility Management