Estet Plastic

About the client

Estet Plastic is a plastic surgery clinic working in the field of aesthetic medicine and surgery. The clinic provides a wide range of services and handles a large number of patient requests that go through several interaction stages: the first request, consultation, preparation for the operation and follow-up observation.

As the number of patients grew, the clinic needed a single system for managing requests, appointments and internal processes that would allow control over the patient journey and employee efficiency.

Task

Our team was tasked with auditing the clinic's processes and implementing Bitrix24 from scratch, completely rebuilding the way patient inquiries are handled.

Key project goals:

01

replace the previously used YCLIENTS system with a more flexible CRM platform
02

set up a full-fledged contact center and front desk
03

integrate the CRM with the 1C:Medical Center Management (UMC) medical system
04

bring all patient communication channels together
05

introduce marketing and inquiry analytics
06

automate the clinic's internal processes

The challenge before implementation

Before the project, the clinic used YCLIENTS, but that system could not support full-scale patient management or cover all of its processes.

The main challenges were:

• there was no structured contact center;

• the front desk had no established workflow;

• there was no single CRM system for handling inquiries;

• there was no transparent analytics on inquiry sources and conversion;

• the clinic's internal processes ran without systematic automation.

As a result, some inquiries were handled inefficiently, and management lacked a full picture of marketing effectiveness and staff performance.

Solution

We conducted an in-depth audit of the clinic's business processes and then implemented Bitrix24 CRM, which became the central platform for managing patient inquiries and internal processes.

The project was delivered together with our partners, who helped set up the workflow for managers and the contact center and trained staff in a systematic approach to working with patients and selling medical services.

What we did

As part of the project, we implemented the following:

CRM implementation and contact center setup

• implemented Bitrix24 from scratch;

• set up a full-fledged contact center for the clinic;

• organized front desk operations;

• introduced a system for handling patient inquiries.

Integration with the medical system

• integrated Bitrix24 with 1C:Medical Center Management (UMC);

• separated administrative processes from medical record-keeping.

Communication channel integration

We connected the main patient communication channels to the CRM:

• multiple phone numbers;

• call tracking;

• messaging apps and social media;

• other online communication channels.

All inquiries now flow into a single request-handling system.

Marketing analytics

• introduced lead generation tracking;

• built analytics on inquiry sources;

• set up tracking of how inquiries convert into consultations and surgeries.

Internal process automation

• automated the clinic's internal processes;

• introduced laboratory workflows;

• set up a workflow for doctors' personal managers;

• structured interaction between departments.

Results

47

employees work in a single CRM

6

pipelines for clinic processes

1C:UMC

CRM integrated with medical records

8+

communication channels in one place

Outcome

With Bitrix24 in place, Estet Plastic now has a complete system for managing patient inquiries and internal processes.

Key project results:
• set up a contact center and front desk, which the clinic did not have before;
• introduced a single CRM system for working with patients;
• integrated the CRM with the 1C:UMC medical system;
• brought all communication channels together;
• introduced lead generation and conversion tracking;
• built in-depth analytics on marketing and financial metrics;
• automated the clinic's internal processes.

The clinic now has a modern digital infrastructure for managing patient flow that lets it effectively monitor inquiries, sales of medical services and staff performance.