Dr. Zaynab Nurmagomedova

About the client

Zaynab Guseynovna Nurmagomedova is a plastic surgeon working with patients in the field of aesthetic surgery. In a surgeon's professional work, an important role is played not only by performing operations but also by building long-term interaction with patients: from the first request and consultation to the operation and further care.

For a specialist working with a large number of requests, it is especially important to have a clear system for working with patients that allows control over every interaction stage and does not lose potential clients.

Task

Our team was tasked with building a patient management system from scratch that would allow the surgeon to manage the flow of inquiries and her work with clients on her own.

One of the key goals was to build the doctor's own CRM infrastructure, allowing her to work with patients independently of any particular medical facility.

01

build a structured system for working with patients
02

make the surgeon independent of clinics' internal systems
03

bring all patient communication channels together
04

automate client interactions
05

create a system for analyzing and monitoring inquiry handling

The challenge before implementation

Before the system was implemented, work with patients was not centralized.

The main difficulties were:

• patient inquiries came in through different channels and were not recorded in a single system;

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

• there was no systematic follow-up with patients after consultations;

• there was no tool to analyze performance and inquiry sources.

Another important goal was to create a system that would free the surgeon from depending on the infrastructure of particular clinics and let her manage her patient base and communication with patients herself.

Solution

To address these challenges, we implemented a personal CRM system based on Bitrix24, fully tailored to the specifics of a plastic surgeon's practice.

The system was designed to support the patient at every stage of interaction:
• from the first inquiry;
• through consultation and preparation for surgery;
• to follow-up care after the procedure.

Particular attention was paid to automating communications and creating a reminder system, which made it possible to maintain consistent, structured work with patients.

What we did

The project delivered the following solutions:

Building a CRM system for patient management

• designed the structure of the patient pipeline;

• set up a system for guiding patients from their first inquiry to surgery;

• introduced mechanisms for re-engaging patients after consultations;

• implemented automatic reminders for the manager and the patient.

Communication automation

• set up automatic notifications and reminders;

• established a systematic approach to working with patients at different stages of interaction.

Post-operative care

• introduced a system for monitoring the post-operative period;

• set up regular notifications and monitoring of interactions with patients after surgery.

Communication channel integration

The main patient communication channels were connected to the CRM:

• Instagram;

• WhatsApp;

• Telegram bots;

• VK;

All inquiries now flow into a single processing system.

Analytics and reporting

• implemented analytics on patient inquiries;

• built reports on communication effectiveness;

• set up financial analytics.

Outcome

Implementing Bitrix24 resulted in a personal patient management system that belongs entirely to the doctor and does not depend on clinics' internal systems.

Key project results:
• created a centralized patient database;
• built a system for guiding clients from first inquiry to surgery;
• made the surgeon independent of clinics' CRM systems;
• introduced automated communication with patients;
• implemented in-depth analytics on performance and financial metrics.

As a result, the doctor gained a reliable system for working with patients and a steady flow of inquiries, where every potential client is recorded in the system and follows a structured interaction path.