DocDeti - A network of medical clinics that combines many different services using effective and safe methods of treatment, diagnosis and prevention.
TASKS WITH WHICH THE CLIENT CAME WITH
The client already had Bitrix24, the Professional cloud plan.
The client also uses the Medesk service, for which an integration was developed that transferred all requests and customer records to Bitrix24 for further analytics and service improvement.
The main tasks were:
- ensure effective integration, transfer to a separate server;
- set up business processes for successful transactions to prolong work with patients;
- configure telephony to receive statistics on calls.
IMPLEMENTATION PROCESS, PROJECT FEATURES
We took the Bitrix24 portal for support and started to implement the tasks. Transferred the integration to the customer's server, for security, because previously employees who no longer work for the company had access to the code. Connected to Gitlab, took the integration code for maintenance and added a new synchronization direction.
By telephony, the Asterisk PBX server was located directly at the customer's office and a Mango virtual number was also rented. We have connected telephony for outgoing calls. We connected with the server through an additional application from Bitrix.Market, transferred the necessary settings and tested the calls.
We connected the Pact program to send messages from a WABA account (WhatsApp Business API). Set up mailing scripts on the portal. Agreed templates through 360dialog so that the account was not blocked and the mailing was not perceived as spam. We set up a business process that allows you to timely send letters and messages with reminders and new offers to patients through Pact. It is associated with a special template in html that contains the corporate design. In this process, a check is triggered for a product in a deal with a pause for a certain number of days. If during this time the patient has not contacted the clinic, a letter is automatically sent to him according to one of the templates, depending on the early requests.
Additionally, we set up robots and triggers to send letters and messages according to different scenarios and transfer successful deals to another funnel for subsequent contacts with patients.
Set up reports in CRM analytics for the marketing department, which show:
- Number of new deals for managers
- Revenue for each manager (successful/unsuccessful transactions and their amounts)
Reporting data is taken from deals, because deal = acceptance.
WORKING WITH THE SOLUTION. RESULTS ACHIEVED
The integration creates transactions and transfers information about patient records from Medesk to the Bitrix24 portal for further analytics. Mailing lists, messages and letters with notifications and offers for patients often work. Telephony on an ongoing basis - recording patients for appointments, consultations and any other questions.
ADVANTAGES FROM IMPLEMENTATION
The entire history of the appointment (transaction) with the patient is stored in a single place, including records of phone calls for further analysis of the reasons for failure / success and the sequence of communication between the manager and the patient. Thanks to robots and triggers on mailing lists, managers no longer send them manually, now this process is fully automated. This setup freed up a lot of time and eliminated possible errors. Thanks to the connection between Medesk and Bitrix24 through a processor, marketing department employees conduct high-quality analytics, predicting and creating special offers for clinic patients. We continue to work with the client in the portal maintenance mode, we are switching to the boxed version to implement new solutions.