Zumrud Buchaeva Cosmetology Center

About the client

The Zumrud Buchaeva Republican Cosmetology Center is a medical and cosmetology center specializing in aesthetic medicine and modern cosmetology procedures. The center works with a large number of clients and actively uses digital channels to interact with patients.

In the center's work, prompt handling of client requests, scheduling for procedures and patient care play an important role, which requires a convenient and structured communication-management system.

Task

Our team's task was to set up a system for handling client inquiries and procedure bookings while keeping the project budget as lean as possible.

Main project goals:

01

create a centralized system for processing inquiries
02

automate client booking for procedures
03

bring client communication channels together
04

make administrators' work transparent
05

introduce analytics on inquiries and client sources

The problem before implementation

Before the CRM was implemented, much of the communication with clients took place across different channels with no single record-keeping system.

The main difficulties were as follows:

• client inquiries came in from different sources;

• there was no centralized system for logging requests;

• part of the communication happened outside the record-keeping system;

• it was hard to monitor how inquiries were handled and procedures booked.

At the same time, it was important for the client to implement an effective solution without spending heavily on complex CRM infrastructure.

Solution

To solve this, we implemented a budget-friendly Bitrix24 setup on the Standard plan, which delivered the required functionality without unnecessary costs.

Even on a basic plan, we were able to build a complete system for handling inquiries and client bookings, bringing communication channels together and automating the administrators' key processes.

What we did

The project delivered the following solutions:

Setting up the CRM for client work

• designed the structure for processing inquiries;

• set up the client pipeline;

• built a system for booking patients for procedures.

Integrating communication channels

The main client communication channels were connected to Bitrix24:

• Instagram;

• WhatsApp;

• Telephony

All inquiries now flow into a single CRM system.

Organizing the administrators' work

• structured the work of the center's administrators;

• introduced a system for monitoring how inquiries are processed;

• set up processes for working with clients at different booking stages.

Analytics and control

• introduced reports on client inquiries;

• set up analytics on inquiry sources;

• made employees' work transparent.

Outcome

By implementing Bitrix24, the Zumrud Buchaeva Republican Cosmetology Center gained an automated system for working with clients at minimal CRM implementation cost.

Key project results:
• a centralized system for processing inquiries was introduced;
• patient booking for procedures was automated;
• administrators' work became simpler;
• client communication channels were brought together;
• analytics on inquiries was introduced.

Using the Bitrix24 Standard plan gave the client a complete CRM system and automation of key processes while saving significantly on the implementation budget.