DANA Medical

About the client

DANA Medical is a network of medical centers operating in the Republic of Dagestan. The network includes more than 7 branches, as well as related medical projects, including the Neurocenter and the Children ability center, which operate within a common infrastructure but have their own organizational structure and processes.

The company is actively developing and works with a big flow of patients, which requires an effective system for managing requests, scheduling, internal communication and analytics.

Task

The main goal of the project was to implement Bitrix24 as a single operating system for running the clinic and to integrate the CRM with First BIT's medical software, 1C:Medical Center Management (UMC).

The project involved:

01

building a structured call center workflow
02

bringing all patient communication channels into a single system
03

splitting workflows between the CRM and the medical system
04

creating a unified analytics system for marketing, inquiries and finance
05

organizing the clinic network's work with a breakdown by branch

Solution concept

To address these tasks, Bitrix24 was implemented as the central system for managing all operational processes, and a unique integration with the 1C:Medical Center Management medical system was developed.

The concept of the solution was as follows:

• all administrative work of the clinic is done in Bitrix24;

• doctors work in 1C:UMC, a specialized medical system;

• data is synchronized between the systems, giving a complete picture of patients, inquiries and appointment outcomes.

This architecture made it possible to separate administrative and medical processes without overloading doctors with a CRM system.

Solution

As part of the project, comprehensive work was carried out to digitize processes:

CRM implementation and call center setup
• Bitrix24 implemented from scratch;
• call center work fully structured;
• a CRM-based patient appointment booking system created;
• inquiry and request handling organized.

Connecting communication channels

The main communication channels were connected and unified in Bitrix24:
• more than 10 Instagram accounts;
• WhatsApp;
• Telegram;
• the ProDoctorov platform;
• telephony.

All patient inquiries began arriving in a single inbox for processing.

Unique integration of Bitrix24 and 1C:Medical Center Management

We developed our own system for integrating Bitrix24 with First BIT's medical software, 1C:Medical Center Management.

This made the following workflow possible:
• the call center books a patient appointment in Bitrix24;
• the booking details are passed to 1C:UMC;
• the doctor conducts the appointment in the medical system;
• the appointment results are automatically sent back to Bitrix24.

This architecture brought the CRM, the medical system and analytics together into a single ecosystem.

Organizing the clinic network

The system includes:
• a structure divided by branch (more than 7);
• separate structures for the Neuro Center and the Children's Habilitation Center;
• a single inquiry handling system for the entire network.

HR process automation

In addition, extended functionality for the HR team was implemented in Bitrix24, making it possible to:
• work with candidates;
• manage internal recruitment processes;
• track the stages of hiring employees.

What we did

The following work was carried out as part of the project:

• Bitrix24 was implemented from scratch as a single management system for the clinic network;

• call center work was structured: inquiries and patient appointment booking are handled in the CRM;

• more than 10 Instagram accounts, WhatsApp, Telegram, the ProDoctorov platform and telephony were connected to a single inbox;

• we developed our own integration of Bitrix24 with 1C: First Bit - Medical Center Management: appointments from the CRM are passed to the medical system automatically, and doctors see patients in 1C:UMC;

• the network of 7+ branches was set up with a breakdown by branch and separate structures for the Neurocenter and the Children's Ability Center;

• analytics on marketing, inquiries and finances was built;

• candidate management and hiring stages were set up for the HR team.

All administrative work of the network now runs in one system, and medical work runs in a specialized medical system.

Outcome

As a result of the project, the clinic network gained a fully digital system for managing inquiries and internal processes.

Key implementation results:
• the clinic network's call center now works in a structured way;
• all patient inquiries are unified in a single CRM system;
• a unique integration between Bitrix24 and the 1C:UMC medical system is in place;
• the call center works in the CRM and doctors work in the medical system, with data kept in sync;
• in-depth analytics on marketing, inquiries and financial performance is in place;
• a system for working with multiple branches and medical specialties is in place.

The project was highly rated by industry specialists and external experts, since this kind of integration architecture between Bitrix24 and a medical system is extremely rare and requires thorough business process design.

As a result, DANA Medical gained a scalable digital infrastructure that supports the growth of its network of medical centers and makes the work of all departments transparent.