Setup Ticketing/ CRM Solution
Budget: €750 – €1,500 EUR
We operate speech therapy clinics in Germany. We’ve grown a lot in the past year and now need to implement a ticketing and CRM software to improve our processes. Since we work with patient data, it’s important than any solution complies with GDPR regulations. We have two problems to solve:
1) We want to manage all patient communication in one platform from the initial appointment request to communications throughout the duration of therapy on all communication challes. Today, new patients request appointments via phone (provider: Placetel) or web form (Elementor). They are considered a lead until an appointment has been found. Then they are customers. Most requests end up on our waitlist. Our customers reach us frequently via email and phone to change appointments (should create a ticket). Our service team then works on the ticket and e.g. cancels appointments or sends an invoice for a missed appointment.
a. Our aim is to gain transparency over our pipeline (duration from lead to customer, etc.). When a patient calls us, we want to automatically pull up all their info. In the future we want to send patients on the waitlist emails when a spot opens up
2) Want to setup a ticketing solution for internal requests. Our ~50 employees currently send us emails or MS Teams chats to get the printer or a broken window fixed, etc. Our service team needs one system to respond to the tickets and solve them
a. Our aim is to resolve tickets faster, be able to have multiple people work independently on the tickets
IT landscape: We work with Wordpress (website), Placetel (cloud phone – open to switch to Aircall e.g.), MS Teams (for internal comms) and are open to work with any GDPR compliant CRM/ Ticketing solution. We’ve played around with Zendesk, Hubspot, Zoho, Freshworks.
Timeline: We’d like to implement a solution until January.
1) We want to manage all patient communication in one platform from the initial appointment request to communications throughout the duration of therapy on all communication challes. Today, new patients request appointments via phone (provider: Placetel) or web form (Elementor). They are considered a lead until an appointment has been found. Then they are customers. Most requests end up on our waitlist. Our customers reach us frequently via email and phone to change appointments (should create a ticket). Our service team then works on the ticket and e.g. cancels appointments or sends an invoice for a missed appointment.
a. Our aim is to gain transparency over our pipeline (duration from lead to customer, etc.). When a patient calls us, we want to automatically pull up all their info. In the future we want to send patients on the waitlist emails when a spot opens up
2) Want to setup a ticketing solution for internal requests. Our ~50 employees currently send us emails or MS Teams chats to get the printer or a broken window fixed, etc. Our service team needs one system to respond to the tickets and solve them
a. Our aim is to resolve tickets faster, be able to have multiple people work independently on the tickets
IT landscape: We work with Wordpress (website), Placetel (cloud phone – open to switch to Aircall e.g.), MS Teams (for internal comms) and are open to work with any GDPR compliant CRM/ Ticketing solution. We’ve played around with Zendesk, Hubspot, Zoho, Freshworks.
Timeline: We’d like to implement a solution until January.