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“We’ve been using LeadSquared for nearly two years and have experienced a significant boost in patient inquiry conversions—20% from Facebook and 30% from Google Ads. We’re very satisfied with the results and highly recommend LeadSquared to others.”
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Increase in Agent Productivity
Patient Journey Visibility
Sterling Accuris Wellness Pvt. Ltd was established in 2015 by Mr. Girish Patel, a visionary first generation industrialist from Gujarat. In the past few years it has emerged as one of the fastest growing NABL – accredited pathology laboratory chains, with more than 250+ collection centers and 70+ processing laboratories across Gujarat and select locations in Rajasthan and Madhya Pradesh. Its state of the art National Reference Laboratory provides over 2,000 tests supported by advanced technology and a highly skilled team of professionals.
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:
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