Project Name
Improving Message Delivery Success Rates in Healthcare with Lead Manager Ninja
Improved Message Delivery Success Rate by 40%
Minimized Missed Appointment Ratio by 20%
Overview
Our client operates a large healthcare clinic chain, offering various medical services, including primary care, wellness programs, and specialty services. They rely on Salesforce to manage large volumes of patient data, seamless collaboration among internal teams, and uninterrupted interactions with patients. With SMS being the most preferred channel, the client used it for sending appointment reminders, health tips, lab results, follow-up notifications, and other medical updates to patients.
Challenges
The client encountered several missed appointments in a month due to the following major challenges:
- Lack of Message Delivery Transparency: Our client was not able to verify whether the SMS messages they sent were successfully delivered to patients or not. There was no way to track the message delivery status.
- No Granular Insights: The client had no visibility into clear reasons for undelivered/failed SMS messages, leading to frustration for both the medical staff and patients.
- Manual Tracking Efforts: Manually tracking the message delivery status for each patient was infeasible and time-consuming, ultimately leading to administrative overhead.
Solution
Our messaging app for Salesforce, Lead Manager Ninja, addressed all the above challenges of the client. Here’s how our app helped the client reduce missed appointment ratios:
- Message Delivery Status Updates: Our app updates the client with message delivery status directly within Salesforce. It provides real-time information on whether SMS messages have been delivered successfully, failed, or are pending.
- Detailed Reasons for Failed Messages: For any failed or pending SMS messages, our app provides updates to the client with precise reasons, such as invalid mobile numbers, blocked messages, or network errors.
- Access to SMS Provider’s Dashboard: The client can independently track the SMS provider’s dashboard with our app, reducing dependency on us and improving transparency.
- Expert 24*7 Engineering Support: Our support team is available round-the-clock to provide instant assistance, troubleshoot technical issues, and resolve client queries. We also help them with message delivery status reports and technical guidance.
Qualitative Results
Before: 60% message delivery success rate
After: 100% message delivery success rate
Before: 30% no-show rates due to undelivered messages
After: 10% no-show rates with message delivery updates
Before: 60% follow-ups due to unclarity of message delivery status
After: 90% follow-ups due to timely updates on message delivery status
Before: 30 hours per week on tracking message delivery status
After: 1 hour per week on tracking message delivery status
Before: 65% of patients engaged
After: 85% of patients engaged with timely follow-ups
Ensure Every Message Reaches Your Customer with our Salesforce SMS App – Lead Manager Ninja!
