IMC

About the client

IMC is a modern medical center created as a new clinic focused on systematic work with patients and digital process-management tools.

At the launch stage, the clinic's management aimed to build an effective infrastructure for managing the patient flow, the contact center and internal processes, which would let the clinic work by modern medical-service standards right away.

Task

Our team's task was to create a complete digital clinic management system that would bring administrative and medical processes together. The main project goals:

01

implement a central system for managing patient inquiries
02

organize the work of the contact center and front desk
03

integrate the CRM with the medical system
04

automate the generation of medical and administrative documents
05

unify patient communication channels
06

implement an analytics and customer base management system

The problem before implementation

In its early days, the clinic used a specialized medical system, but its functionality was not enough to fully manage administrative processes.

The main difficulties were as follows:

• the medical system did not support convenient contact center work;

• there was no centralized system for handling patient inquiries;

• there was no proper CRM for managing communications and marketing;

• front desk and administrator workflows needed automation;

• there was no unified analytics on inquiries and patient interactions.

To run efficiently, the clinic needed a centralized digital platform that brought administrative and medical processes together.

Solution

As part of the project, the Bitrix24 CRM system was implemented and became the main platform for managing the clinic's processes.

In addition, a deep integration of Bitrix24 with the "First BIT: Medical Center Management" medical system was implemented, which made it possible to separate administrative and medical processes while keeping a single information space.

A unique data transfer architecture was developed to ensure reliable information exchange between the CRM and the medical system.

What we did

As part of the project, comprehensive work was carried out to build the clinic's digital infrastructure.

Implementing a central management system

• Bitrix24 CRM implemented as the company's main work system;

• all employees, including the contact center and front desk, work inside the CRM;

• a patient inquiry handling system set up.

Integration with the medical system

• Bitrix24 integrated with First BIT: Medical Center Management;

• a reliable inter-system data transfer architecture developed;

• administrative and medical processes separated.

Organizing the contact center and front desk

• contact center workflow established;

• front desk workflow organized;

• a patient support system introduced.

Document automation

• automatic document generation implemented;

• generation of appointment slips set up;

• creation of contracts and medical documents automated;

• electronic document management introduced.

Integration of communication and marketing channels

The following were connected to the system:

• several Instagram accounts;

• WhatsApp;

• Telegram;

• the clinic's official website;

• email services.

All patient inquiries arrive in a single CRM system.

Customer base management system

• a loyalty program introduced;

• a system for handling VIP clients and special patient categories implemented;

• analytics on inquiries and employee performance introduced.

Website development

• a turnkey clinic website developed and launched;

• the website integrated with the CRM for handling patient inquiries.

Outcome

As a result of the project, the IMC medical center gained a complete digital infrastructure for running the clinic.

Key project results:
• a central Bitrix24-based process management system implemented;
• integration with the First BIT: UMC medical system implemented;
• a structured contact center and front desk workflow created;
• generation of medical and administrative documents automated;
• all patient communication channels unified;
• a loyalty program and VIP client management introduced;
• a clinic website created and integrated with the CRM.

As a result, the clinic now has a reliable and scalable digital ecosystem that connects the work of all departments and ensures efficient management of the patient flow.