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Reduced missed appointments by 50%

Increase in customer satisfaction scores by 20%

Client Overview

Our client operates across Israel in the finance and legal sectors of the healthcare industry, with a strong focus on digital rights and advocacy. They offer specialized legal advisory services to assist patients in understanding and managing their insurance and medical claims. Their mission is to empower patients through comprehensive education and tailored legal guidance, ensuring they are well informed and supported in navigating their healthcare rights.

Challenges

The client encountered several operational hurdles:

  • Direct Messaging Issues: Difficulty in sending WhatsApp messages directly from Salesforce CRM.
  • Lead Management: inefficient lead transfer from websites to Salesforce, affecting accurate categorization and process efficiency.
  • Appointment Management: Dependence on Google Sheets led to scalability issues and a lack of real-time access.
  • High Volume Handling: Struggled with managing high volumes of client visits and inquiries.
  • Timely Responses: Challenges in providing timely replies to patient queries related to medical insurance and claims.
  • Multilingual Support: Difficulty in addressing communication challenges posed by patients from diverse linguistic backgrounds.
  • Missed Appointments: Significant number of missed appointments and ineffective follow-up reminders.
  • Custom Object Messaging: Ineffective messaging to custom objects.
  • Multilingual Messaging: Need for multilingual support for WhatsApp templates and messages to ensure global accessibility.

Solutions

To address these challenges, we implemented the Salesforce Messaging App, delivering impactful solutions:

  • Integrated Messaging: Enabled direct messaging from Salesforce via WhatsApp, Facebook, Telegram, and more.
  • Lead Automation: Automated the transfer of website leads into Salesforce, streamlining processes and improving lead organization.
  • Multilingual Capabilities: Introduced multilingual support to facilitate effective communication with a diverse patient base.
  • Data Synchronization: Integrated Salesforce with Microsoft Excel to enhance data management and security.
  • Real-Time Communication: Enabled real-time, personalized communication with patients through SMS.
  • Appointment Scheduling: Implemented an automated appointment scheduling and reminder system within Salesforce to reduce missed appointments.
  • 24/7 Support: Deployed Ninjabot, a chatbot providing real-time healthcare assistance and support around the clock.
  • Cost Savings: Reduced reliance on manual processes and additional staffing leads to significant cost savings.

Qualitative Results

Before
After
Reduction in Missed Appointments

Before: 20% no-show rate

After: 10% no-show rate

Result: 50% reduction in missed appointments
Improvement in Follow-Up Efficiency

Before: 60% timely follow-ups

After: 90% timely follow-ups

Result: 50% improvement in follow-up efficiency
Increase in Patient Retention

Before: 70% retention rate

After: 85% retention rate

Result: 21% increase in retention
Reduction in Administrative Burden

Before: High manual task volume

After: Significant task automation

Result: 40% decrease in administrative time
Improvement in Patient Satisfaction Scores

Before: 75% customer satisfaction

After: 90% customer satisfaction

Result: 20% increase in customer satisfaction scores

Optimize your Business Operations with our Salesforce Messaging App—Lead Manager Ninja

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