Medical Tourism Management with Bitrix24

Challenges

The medical tourism agency encountered several operational challenges that impacted its efficiency:

• Lead Management: Difficulty in effectively tracking and nurturing patient inquiries led to missed opportunities for bookings.
• Deal Processing: Managing patient packages and services across different stages was cumbersome, resulting in potential lost revenue.
• Contact Management: Coordinating communication across multiple channels was inefficient, affecting patient engagement.
• Service Management: There was a need for a robust system to manage and monitor medical services and providers effectively.

Solution: Bitrix24 Integration

To address these challenges, the agency implemented Bitrix24, leveraging its comprehensive CRM and contact center features.

Genesis Systems Key Features Solution

1. Lead Management and CRM:
   • Automation: The CRM allowed for automated lead capture from various sources, ensuring that no potential patient inquiry was overlooked.
   • Tracking: Each lead’s journey was monitored through the sales funnel, facilitating targeted follow-ups and personalized communication.
2. Activities Automation:
   • Task Automation: Routine tasks and reminders were automated, enabling staff to focus on higher-value activities and improving overall productivity.
   • Follow-Up Scheduling: Automatic follow-ups based on lead interactions helped maintain engagement without manual intervention.
3. Lead Distributor Role Automation (LDR):
   • Role Assignment: The LDR feature automated the distribution of leads to team members based on predefined criteria, ensuring efficient handling of inquiries.
   • Performance Tracking: Managers could monitor the performance of lead distributors in real-time, optimizing the lead management process.
4. Deal Management:
   • Pipeline Visualization: The agency utilized Bitrix24’s visual deal pipeline to manage the status of each patient package efficiently.
   • Collaboration: Team members could collaborate on patient cases in real-time, improving communication and decision-making.
5. Contact Center Integration:
   • Multi-Channel Communication: The powerful contact center feature integrated all communication channels (calls, emails, chats) into a single interface, enabling seamless interactions with prospective patients.
   • Analytics: The agency could track communication metrics to enhance patient service and response times.

Results

The integration of Bitrix24 resulted in significant improvements for the agency:

• Increased Efficiency: The agency reported a substantial reduction in time spent managing leads and patient packages.
• Improved Patient Engagement: Enhanced communication capabilities led to better relationships with prospective patients and increased satisfaction.
• Streamlined Lead Distribution: The LDR automation improved response times and ensured that leads were promptly assigned to the right team members.

Conclusion

Integrating Bitrix24 into the agency’s operations transformed its approach to medical tourism management. By effectively managing leads, automating activities, and optimizing lead distribution, the agency not only improved internal efficiency but also enhanced the overall patient experience.