Automation Opens Brand Visibility

Type

Bricks & Mortar

Client

Healthcare Services

Automation

An automated system was implemented for a healthcare provider to increase Google reviews. This system, integrating seamlessly with the provider’s CRM, sends personalized post-service messages to patients, effectively enhancing their online presence and patient engagement.

51%

Increase in Google Reviews YoY

+29%

Increase in Organic Search Acquisition YoY

+74%

Increase in Direct Attributable Calls/Directions on Google YoY

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⁰¹ The Challenge

Insufficient Google Reviews for Bricks & Mortar Locations

The primary issue faced by our client was the lack of Google reviews reflecting the positive impact of their services on patients’ lives. Despite their substantial community presence, their physical locations were not adequately represented in online reviews. Manual efforts to gather reviews proved both ineffective and burdensomely time-consuming for staff.

Adding to the complexity, the client’s proprietary Customer Relationship Management (CRM) system presented significant integration challenges. It lacked the necessary configurability to interface smoothly with third-party marketing communication software, complicating any attempts at automation.

⁰² The Strategy

Seamless Integration and Automated Patient Interaction Follow-up

To address these challenges, we devised a strategy focusing on automating a workflow that would integrate effortlessly with the existing administrative processes. The goal was to automate a customized communication output, specifically tailored to each patient, at the conclusion of their service journey.

⁰³ The Solution

Customized Data Integration and Personalized Patient Communication

Our solution leveraged third-party data integrations to establish a cost-effective and seamless data connection between the client’s proprietary CRM and our marketing communication platform. This connection enabled us to develop a unique patient journey. This journey included automated, personalized communications to patients post-service, detailing the specifics of their interaction. The message included the patient’s name, the healthcare professional who provided the service, the location of the service, and the nature of the service rendered.

This tailored approach not only streamlined the review request process but also ensured a personalized touch in each communication, reflecting the client’s dedication to patient care and service quality.

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