MediBuddy Improves Patient Experience with LeadSquared

“I have used multiple healthcare CRMs before, and the one thing that sets LeadSquared apart is its customizability. Anything that can be customized according to our requirements is the best”

Swetha PriyaSenior Director - Inside Sales

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Team Productivity

100%

Increase in Conversions

Improved

OPD Attendance

MediBuddy Loves LeadSquared for its:

Patient management
Time-saving automation

Excellent customer support
Opportunity management solution

MediBuddy, an end-to-end digital healthcare platform

MediBuddy weaves a web of doctors, hospitals, healthcare providers, pharmaceuticals, and insurance companies to assist patients with their healthcare requirements. Their platform takes care of every healthcare need, right from online doctor consultations and lab test bookings to medicine delivery. Also, the concierge team takes care of the end-to-end surgery journey for every patient.

To help the patients at each step of their surgery journey, the team stored patient data on Google Sheets, internal dashboards, and a master DB. However, they recognized the inefficiency of using multiple sheets to oversee various patient stages within a single journey. The dispersion of data and processes further compromised both process efficiency and team productivity.

MediBuddy’s unique challenges…

“There was no ready to use solution available in the market. At Medibuddy, we’re doing something new that others have never done. So, we needed a system that others don’t have.”

Swetha PriyaSenior Director - Inside Sales

While managing different patient journeys, maintaining a seamless virtual process became challenging. Piecing individual excel sheets together usually disrupts the patient experience.

To address this, the MediBuddy team decided to centralize all operations within a single system.

..required a completely customizable CRM system

The LeadSquared team understood the complexity of their process and customized their offerings to build a system which prioritizes patient experience while improving team productivity.

“For us, improving the patient experience has always been a priority. LeadSquared helps us understand the patient’s requirements, streamline communication, and share updated information with patients.”

Swetha PriyaSenior Director - Inside Sales

LeadSquared, a comprehensive solution

MediBuddy has built the entire journey on LeadSquared from the time patient enquires about surgery to the moment they are discharged. They ensure someone is there with the patient at each stage and they can share timely updates with the help of LeadSquared. Here’s how:

Enquiry capture: All the patient inquiries from different channels like website, Google, inside sales, etc. are captured and centralized on one platform.
Lead qualification: The lead score increases based on the activities performed by the patient, like visiting a particular service page. It helps the team qualify leads for better conversions.
Opportunity management: With opportunity management, the team can pitch multiple solutions and treatments to the same lead without causing any confusion or clashes. Each activity is updated as a new opportunity.
Regular and personalized communication: The team shares timely updates with patients using LeadSquared. They also automate communications, like appointment details, reminders for follow-up consultations, etc.
Reports and dashboards: The inside sales team uses 40-50 different combinations of reports like OPS attendance, distance from clinic, patient engagement, and more to deep dive and find the problem statements. They make data-driven decisions with real-time analytics.

The results:

MediBuddy has experienced an increase in OPD attendance and improved their sales funnel after partnering with LeadSquared. The number of surgeries a team member assists in has doubled over the year.

Swetha further mentioned that they have observed improvements in all the metrics they track from the time the lead enters the system till qualification.

Overall MediBuddy uses LeadSquared to manage surgery journeys end-to-end while improving patient experience.