Marketing and CRM tools of Dental Clinic
Customer-centered marketing or CRM technologies are widely used by Western companies providing medical services. CRM tehcnologies prove their effectiveness for over 20 decades. CRM stands for Customer Relationship Management. These three simple words serve as a whole management system, technology and even as an ideology, that is used for getting long-term results.
Due to implementing CRM technology and strategy it is possible to increase sales and profitable deals by reducing marketing expenses, attracting important Customers, keeping current Customers, carring out high-quality service and effective sales. It is possible tp create all types of communication with the patient through CRM. For example, to automatically send birthday wishes and remind about appointment, etc. You can impact on sales activation: the system will automatically generate and send e-mail or SMS with the following text: “Dear Mr. Vardanyan, we are concerned about Your health issues. Your diagnosis showed that your 14th teeth has dental caries and you have not scheduled the appointment. We hope that life is treating You well and You simply forgot about it. This is just a reminder. Waiting for your visit. If you delay your treatment for another 2 months, your tooth might be extracted. Regards, doctor Minasyan”.
In any business it is important to pay attention to loyal Customers. The use of CRM technology can greatly impact on Customer loyalty, which will in turn impact on the increase of the number of Customers and turnover.
In dental industry CRM can be used in the following processes:
- Collecting patinets’ data: personal data, preferences, relations, working data, information on family members
- Customer segmentation and grouping by different criteria, such as gender, age, socio-demographic
- Sales of medical services for B2B company employees
- Implementing marketing events for target audience
- Sending SMS and Email notifications
- Managing calls through IP PBX, call center telephone station
- Individual congratulation of happy birthdays and holidays/buyer’s name is mentioned in the message text
- Reminding about appointment
- Sending information about planned visits
- Printing thank you letters
- Informing about various promotions
- Implementing loyalty programs
- Implementing family loyalty cards and strategies
- Analyzing Customer acquisition sources
- Implementing strategies for attracting new patients by Customer’s recommendation