Health Line – a network of diagnostic offices
A small network of diagnostic offices attracted patients from advertising, recommendations and affiliate directions, reducing absenteeism, improving application processing, and making repeat visits manageable rather than random.
The starting point
Administrators were accepting applications from the site, advertising, calls and messengers, some patients did not reach the visit, and the reasons for not appearing were not regularly recorded.
Marketing saw the cost of appealing, but didn't see which channels bring patients who actually come in, come back and buy extra services.
What had to be decided
- To collect a single funnel: appeal, record, confirmation, visit, re-contact.
- Set up reminders and control of administrators for non-appearances.
- Separate patients by services, sources, recurring needs, and care risk.
- Show the payback of channels not only on applications, but also on visits.
What did you do?
Reassembled the CRM funnel
The application, recording, confirmation, visit, result and re-application became separate stages.
We set up reminders.
Patients receive correct reminders, and administrators see records at risk of no-shows.
Added segments
Segments are formed by services, history of visits, sources and recommended re-actions.
Collected the analytics.
Reports show applications, records, visits, re-accounts and revenue through channels.
Results
What's changed at work?
- No-shows for recordings decreased by 17%.
- Repeated personal reminders increased by 24%.
- Administrators have received clear tasks on confirmations and re-touches.
- Marketing has begun to rank channels by visits and services, not just by requests.
What the chief now sees
- Funnel from the appeal to the visit and re-registration.
- Reasons for no-shows and cancellations by administrators and offices.
- Channels for applications, visits and revenue.
- Segments for repeated communications and preventive reminders.
Similar cases
Would you like to see a similar process?
Describe where applications, deadlines, responsibilities, data or management picture are currently lost, and prepare the first outline of the solution and a clear implementation plan.