New York Dental Clinic

Our client is a Dental Clinic from New York, NY.

Since 2010 the Company provides dental care services in some offices in the center and suburbs. The company has a wide range of clients and offices that require quick operated internal processes in a digital environment.

What problems need to be solved?

As the business grows, the business owner on the one hand needs an progressive and efficient solution for the customer support and management system (CRM). 

And on the other hand, needs help in building productive healthcare staff and operational processes optimization: 

• The business growth and staff turnover makes the Owner spend more time on recruiting and interviewing instead of managing functions. 
• Employee rate in New York has been growing constantly
• Office costs eats a major part of the income
• The competition growth requires to control the quality of work and customer satisfaction 

So he requested us for people to whom he might delegate some of the operations of running a business without spending enormous financial and time resources on the hiring process and optimize staff costs.

The optimization of business processes was the decision for the future changes that brought growth of the revenue from the first month.

• Reliability
• Budget limits
• High processing speed
• Data security
• HIPAA compliance

To cover main customer support, back-office activities and improve digital business processes we proposed:

• Virtual Personal Assistants
• Call center agents
• Appointment confirmation agent
• Greetings manager
• Front desk manager
• Back office manager
• Billing manager/bookkeeper.
• IT Developers and Engineers
• Marketing Specialists
• Implementation of CRM System Bitrix24

This project included a range of services. 

On the first stage we organize the work of a virtual assistant. Now, all the processes related to:

• Scheduling, appointment settings, and operational analysis
• Customer support and business emailing
• Team asks distribution
• Daily meetings and updates
• Coordination of website updates and social media

are on the remote assistant. With 2 assistants, working full time, a business owner has reduced his occupancy by 60% and up to 43% of monthly expenses by hiring remote employees. With the hourly rate from $12/hour, it could not be just 2, or 5 employees, but thousands of savings every month. 

In the second stage, we have optimized and adjusted the operational process of organizing customer flow for a dental сlinic. 

Developing a website for the company, we conducted a serie of marketing activities and paid promotion on social media and Google. The team has been increased the flow of clients and take part in the operational activities, processing requests from clients, and presenting the clinic’s activities on social networks.

Our call agents were provided with a cloud PBX platform connected with VoIP professional phone stations with exceptional voice quality, completely data secure and accurate call reporting for the business. In addition, implementing an IVR greetings, we distributed calls among right departments.

The telecommunication facilities are running on a cloud-based telecom platform and professional phone equipment from our partners: Fortinet, Polycom, Cisco, guaranteeing a high rate of call center response rate and quality technical support. 

This specific medical project needed the scope of innovative technologies to save confidential personal data. As a result, the transactions, daily routine operations, and insurance updates are 100% confidential now with HIPAA, PCI DSS, and specific 3rd party software.

We started with one single assistant, which day by day handled operational tasks in the Dental Clinic:

• Scheduling, appointment settings, and operational analysis
• Customer support
• Team asks distribution
• Daily meetings and updates
• Coordination of website updates and social media

Then we provided remote employees, IT (engineers and developers), and call center services to perform a full range of business support and digital representation at all levels of communication with customers through website, call center, social media, Bitrix24 CRM, etc.:

• A website for the company has been developed. Its SEO optimization and content creation are also on our side.
• Created and configured a call center with outsourcing employees. Multilingual, 24/7 support.
• Developed, implemented and maintained the social networks strategy for the dental company.

All stages of the project were done by our team remotely.

The most valuable change remote employees brought to the dental offices:

• managing client flows; 
• response rate reducing;
• multilingual call center support;
• clients satisfaction growth;
• departments communication improvement thanks to an advanced managing processes system and CRM;
• solid organizational structure, where each employee knows their tasks and responsibilities;
• best performing of Dental Clinic in web and social media comparing to the competitors;
• increased number of patients;
• increased caregivers’ retention.

MS OFFICE 365 

BITRIX24

GOOGLE CLOUD

GOOGLE WORKSPACE

SLACK

VoIP