Lekar Medical Center

About the client

A medical center

For a large medical center with a big flow of patients we carried out a deep configuration of Bitrix24, optimizing the contact-center work, unifying all communication channels and introducing analytics. This made it possible to speed up the handling of requests and complaints and to increase the transparency of internal processes.

Task

When we started, the company was already using Bitrix24, but the system needed in-depth configuration, process optimization and extended functionality.

Our team's objectives were to:

01

structure the contact center's operations
02

bring patient communication channels together in a single system
03

speed up the handling of inquiries and complaints
04

introduce analytics on inquiries and marketing sources
05

automate the company's internal processes
06

set up the HR department's work within the system

The challenge before implementation

Although Bitrix24 was already in place, the system was not being used to its full potential and needed further work.

The main challenges were:

• a high volume of patient inquiries from multiple channels;

• insufficiently structured contact center operations;

• no unified system for handling complaints and inquiries;

• limited analytics on inquiry sources and marketing activity;

• the need to optimize internal processes under a heavy contact center workload.

Given the scale of the medical center's operations, it needed in-depth CRM configuration and integration of all communication channels.

Solution

As part of the project, we carried out in-depth configuration and further development of the existing Bitrix24 system, which became the central tool for managing the medical center's communications and workflows.

We optimized contact center processes, connected communication channels and introduced analytics tools.

As a result, Bitrix24 became the core platform for handling patient inquiries, staff collaboration and analyzing the clinic's performance.

What we did

As part of the project, we delivered the following:

Contact center optimization

• structured contact center operations;

• introduced a system for handling patient inquiries and complaints;

• set up analytics on inquiries and how quickly they are handled.

Communication channel integration

• connected the main patient communication channels;

• integrated the system with the medical center's mobile app;

• set up handling of inquiries from messaging apps and other digital channels.

Telephony

• configured and optimized contact center telephony;

• implemented distribution of incoming calls among staff.

Internal process automation

• automated the company's key workflows;

• set up staff collaboration within the system;

• built functionality for the HR department.

Outcome

Thanks to the configuration and development of Bitrix24, Lekar Medical Center now has an efficient system for managing patient inquiries and internal processes.

Key project results:
• structured contact center operations;
• unified patient communication channels;
• faster handling of inquiries and complaints;
• analytics on inquiries and marketing sources;
• automated internal company processes.

Work on the project is ongoing. The following development stages are currently underway:
• integration of Bitrix24 with the 1C:UMC (1C:Medical Center Management) medical system;
• migration to the on-premise version of Bitrix24;
• connection of the WhatsApp Business API (WABA);
• expansion of communication channels.

This is one of the largest and most comprehensive CRM and contact center projects in the region's healthcare sector, and it continues to evolve as the medical center grows.