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“We have been using LeadSquared for almost 2 years now and have seen patient inquiry conversions increase to 12% for Facebook and 25% for Google ads. Overall, we are happy and would recommend LeadSquared to everyone”
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Increase in Agent Productivity
Patient Journey Visibility
In 2015, Mr. Girish Patel set out on a mission to elevate the standards of diagnostic healthcare. He said “as diseases become more complex, the need for their quick and accurate diagnosis through testing will become more critical.” Sterling Accuris Diagnostics became the vehicle for this transformative journey. Built on the pillars of accuracy, reliability, and advanced technology, the company offers comprehensive and high-quality diagnostic services. With a network of over 65 laboratories and 200 collection centers, Sterling Accuris has a substantial presence in Gujarat, Rajasthan, and Madhya Pradesh. As one of the fastest-growing chains of NABL-accredited pathology laboratories, their rapid growth also brought new challenges.
1. Excessive Turnaround Time: The marketing team promotes the services and health packages on various channels like Google, Facebook, Justdial, and more. The inquiries coming in from these channels were extracted in the form of excel sheets and distributed manually. This process was time-consuming and increased the response time. ·
2. Plateaued Agent Efficiency: The team continuously tried to improve their effort ROI but felt stuck managing 60-70 inquiries a day. With manual processes, surpassing this limit became increasingly difficult. Also, delays in addressing inquiries resulted in relatively lower conversion rates.
3. Limited Visibility into the Patient Journey: With data scattered across multiple sheets, the team could not get a complete view of the patient’s journey. This made it difficult to identify pain points and areas for improvement.
4. Limited Campaign Performance Insights: To create campaign reports, the team had to collect data from multiple sheets and platforms, which was cumbersome. Moreover, the data collection was not real-time and prone to errors. This hindered the team’s capability to derive insights from the data, measure campaign effectiveness, and decide where to invest their marketing dollars.
To overcome these challenges and continue on the path of growth unimpeded, Sterling Accuris partnered with LeadSquared.
Here are the solutions the team employs daily to simplify life for both themselves and their patients:
The team captures and stores all the inquiries from different sources (Facebook, Google Ads, Justdial, Website, etc) on one platform automatically, ensuring no lead is missed. This saves time and eliminates the risk of human error.
Once the inquiry is captured, an automated message is sent within seconds to build connection with the patients instantly.
Once the lead is captured, the team leverages automated workflows to allocate inquiries to the appropriate agents. This distribution is based on different criteria such as round-robin allocation, agent performance, language preferences, regions, specific packages, and more.
This helps streamline back-end operations and drastically reduces turnaround time in responding to prospects.
The agents can now see all the required details on a single screen like – new inquires, due follow-ups, patient notes, history, past comments etc. This prevents the distraction of working on multiple tabs. It enhances their operational efficiency and helps them address patient inquiries faster.
The team tracks activity and engagement at various touch points throughout the patient journey. They analyze engagement at every step and make data driven decisions on what to improve and when.
Now since all the data lives on a single platform, the team easily creates reports with deeper insights into patient engagement, campaign performance and agent efficiency. This helps them make data-driven decisions.
The Sterling Accuris team has been using LeadSquared for two years now. It serves as the team’s efficiency partner, offering a 360-degree view of both agent performance and the patient journey. When asked about their experience and collaboration with the LeadSquared team, Vineet said:
SolarSquare Increases Team Efficiency with LeadSquared![[Webinar] Optimizing Healthcare Marketing Strategies with Data-Driven Automation](https://www.leadsquared.com/wp-content/uploads/2024/09/LSQ-Healthcare-Dimensions.gif)
