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Minimized Missed Appointments Ratio by 75%

Reduced Workload by 67%

Client Overview

Our client was a prominent player in the beauty and healthcare industries and specialized in providing scientifically validated treatments tailored for all skin types and tones. With a commitment to excellence, they offered clinically proven solutions designed to address diverse skin concerns effectively. Their approach focused on genuine care, ensuring that every patient received personalized attention and felt both confident and comfortable throughout their treatment journey. They operated multiple clinics across the USA, further extending their reach and impact. Their dedication to integrating cutting-edge clinical science with compassionate care sets them apart as a leader in skin health and beauty.

Challenges

The client encountered several operational hurdles:

  • Manual Appointment Reminders: The manual process for sending reminders leads to inefficiencies and missed appointments.
  • No Automated Follow-Ups: Difficulty in executing automated follow-up journeys affects post-appointment care.
  • Poor Management of Reminders and Follow-Ups: Challenges in managing reminders and follow-ups result in missed appointments and reduced patient engagement.
  • Customer Journey Management: Challenges in designing and managing effective journeys for appointment confirmations and virtual meeting reminders.
  • Automation Difficulties: Issues with automating the entire communication process, leading to potential inefficiencies and errors.
  • Consistency and Accuracy: Required to deliver consistent and accurate notifications across multiple communication channels to avoid discrepancies.
  • User Experience: Difficulties in delivering a smooth and user-friendly experience for patients regarding appointment scheduling and reminders.
  • 24x7 Client Support: Required a continuous 24x7 support system to ensure timely responses and maintain high levels of client satisfaction.

Solutions

To address these challenges, we implemented our Salesforce Messaging App—Lead Manager Ninja. This single app resolved major issues such as appointment confirmations, reminders, virtual meeting appointments, and more. Let’s check how it resolved the client challenges:

  • Automated Reminders: With our Salesforce SMS App, they easily send timely, automated appointment reminders, which reduces missed appointments.
  • Automated Follow-Ups: The app was set up to handle automated follow-ups, improving post-appointment care.
  • Streamlined Management: They managed reminders and follow-ups efficiently with our SalesforceSMS app, which enhanced patient engagement.
  • Multi-Channel Notifications: With our Salesforce SMS app, clients can seamlessly send appointment confirmations and reminders via Email, SMS, and WhatsApp.
  • AI-Powered Query Resolution: Integrated AI bots into our product to respond to client queries based on provided materials and guidelines, ensuring accurate and efficient support.
  • Comprehensive Automation: Fully automate the patient journey and communication process, from scheduling to notifications.
  • Virtual Appointment Journeys: Designed automated journeys to send reminders and share meeting details for virtual appointments, enhancing the patient experience.
  • End-to-End Automation: Fully automate the patient journey and communication process, streamlining all stages from scheduling to notifications.
  • Round-the-clock support: Implemented the chatbot-Ninja bot to provide round-the-clock assistance, ensuring prompt resolution of client queries and enhanced satisfaction.

Qualitative Results

Before
After
Automated Reminders

Before: 20% missed appointments.

After: 5% missed appointments.

Result: 75% reduction in missed appointments
Automated Follow-Ups

Before: 30% follow-up completion.

After: 85% follow-up completion.

Result: 183% increase in follow-up completion
Improved patient Engagement

Before: 25% drop in patient engagement.

After: 40% increase in patient engagement.

Result: 65% improvement in engagement
Communication Efficiency

Before: 60%

After: 90%

Result: 50% improvement in timeliness
Response Time

Before: 48-hour average response time.

After: 1-hour response time with AI.

Result: 97% reduction in delayed response time
Reduced Manual Errors

Before: 40% had manual errors or delays.

After: 100% error-free journeys.

Result: 60% improvement in accuracy
Virtual Appointment Experience

Before: 50% of reminders were timely

After: 95% of reminders were timely.

Result: 90% improvement in accuracy
Minimized over workload

Before: 30 hours/week on admin tasks.

After: 10 hours/week with automation.

Result: Workload dropped by 20 hours per week (67% reduction in workload)
Client Satisfaction

Before: 70% satisfaction with limited support.

After: 90% satisfaction with 24x7 support.

Result: 28% increase in satisfaction

Elevate patient care and streamline your operations with Salesforce SMS App

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