Dr. Zalina Gimbatova

About the client

Zalina Muradovna Gimbatova is one of the well-known plastic surgeons of the Republic of Dagestan. She specializes in aesthetic surgery and works with a large number of patients who go through a long interaction journey: the first request, consultation, preparation for the operation, the operation itself and follow-up observation.

With this kind of work, it is especially important to build a clear system of communication with patients and control over all interaction stages.

Task

The main goal of the project was to create a personal CRM system for working with patients that would structure the entire patient journey - from first contact to post-operative follow-up.

Key project goals:

01

build a clear system for working with patients
02

automate communication with clients
03

increase conversion from consultations to surgeries
04

introduce a system for monitoring each stage of patient management
05

bring all communication channels together in a single system

The problem before implementation

Before we started, there had been attempts to implement various CRM systems and to work with different contractors, but a complete system for working with patients never came together.

The main difficulties were as follows:

• there was no structured system for working with patients;

• it was hard to track the patient journey from consultation to surgery;

• some inquiries could get lost between different communication channels;

• there were no automatic reminders or systematic follow-up with patients after consultation;

• there was no complete analytics on inquiries and financial results.

Solution

To address these challenges, we implemented a personal Bitrix24 system fully adapted to the specifics of a plastic surgeon's work.

The CRM was configured to accompany the patient at every stage of interaction:
• from the first inquiry;
• through the surgery;
• and on to post-operative follow-up.

Most communication and reminders were automated as far as possible, which reduced the workload on managers and improved the quality of patient interaction.

What we did

The project delivered the following solutions:

Automating patient management

• designed the structure of the patient pipeline;

• built a system that guides the patient from first inquiry to surgery;

• introduced a follow-up system to bring patients to a decision after consultation;

• set up automatic reminders for managers and patients.

Post-operative follow-up

• built an automated system for post-operative patient care;

• set up regular notifications and monitoring of recovery stages.

Integrating communication channels

The main channels for communicating with patients were connected to Bitrix24:

• Instagram accounts;

• WhatsApp;

• Telegram bots;

• VK;

• MAX.

All inquiries now flow into a single CRM system.

Analytics and reporting

• set up detailed analytics on patient inquiries;

• introduced a financial reporting system;

• built reports on manager performance and patient conversion.

Outcome

By implementing Bitrix24, Dr. Zalina Gimbatova gained a fully structured system for working with patients.

Key project results:
• a transparent system for patient interaction was built;
• communication was automated at every stage;
• a system was introduced to guide patients from first inquiry through the post-operative period;
• managers' work became much simpler;
• in-depth analytics and financial reporting were introduced.

The result is a personal CRM infrastructure for a plastic surgeon's practice that makes it possible to handle a large volume of inquiries efficiently and control the entire patient journey.