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VRP Consulting helps MediDate attract about 25,000 patients a month

To make appointments as fast and efficient as possible, MediDate decides to completely change their appointment reservation system, which allows them to rise to a new level and set sights on an annual turnover of 30 million euros.

BUSINESS OR TECHNICAL RESULT:

70%MeidDate saw really dramatic performance gains – up to 70%
5x fasterThe time spent on appointment management reduced from minutes to seconds
25kMediDate attracts a whopping 25K patients a month
TECHNICAL STACK:
Sales Cloud, Lightning Adoption Component, Integration with Google Map.
COMPANY DESCRIPTION:
Launched way back in early 2015 in Berlin, MediDate is considered the first virtual clinic provider in Germany since they had no comparable counterparts back then. Currently operating in Germany, Austria and Switzerland, they’ve set their sights on expanding their business across European boundaries and beyond in the USA.

Clouds: Sales Cloud | Industry: Healthcare | Region: Germany

Services:

Salesforce Audit, Salesforce Custom Development, 3d-party Integrations.

Online Calendar as the Key Bane of MediDate’s Life

Working in collaboration with a broad network of partner clinics, MediDate helps them fill the unused surgery capacity through leveraging the existing infrastructure to the fullest, and thereby enables clinics to offer top-quality plastic and aesthetic surgeries at lower prices. Functioning as an intermediary between clinics and patients, MediDate takes on the task of making appointments with surgeons, freeing clinics of routine administrative chores like initial consultations, appointment reservation, billing, and the like. Along with assisting clinics, MediDate also makes things easier for patients, saving them the trouble of looking for the right doctor and making appointments, as well as giving them access to the best plastic surgeons.

Given that MediDate’s major function is to schedule appointments with plastic surgeons and make reservations, the main tool for getting their job done is the online Calendar. Before MediDate contacted VRP Consulting, they used to make all their clinic reservations through Google Calendar, since at that time they were extensively using Google Docs. However, this caused serious problems in that Google Calendar events were not synced to Salesforce, which made it difficult to gather necessary stats. This is what made MediDate consider switching to Salesforce Calendar.

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Along with that, we conducted an in-depth audit and found out that their previous vendor had added a plethora of custom fields to the Opportunity object. This slowed down their whole business process, the main challenge being slow Salesforce response times when the agent was trying to make a reservation online – it used to take 3 to 4 minutes for the system to return results after the agent clicked the necessary button.

And since they were looking to make as many appointments as only possible within the shortest possible time, they felt the need to drastically change their appointment reservation system in order to keep close tabs on appointments, provide more transparency within the organization, as well as make the whole process more scalable and centralized.

To that end, their overriding objective was to abandon Google Calendar for good and switch to the one provided by Salesforce. On top of that, MediDate wanted a new reservation system to be in the form of a Lightning Component.

It was also critical for MediDate to integrate the calendar with Google Map, which would enable them to find the clinic nearest to the patient’s location.

In view of their overriding objective, they created 3 custom objects that contain all the relevant information related to the reservation process – MD Day (MD_Day__c), MD Day Location (MD_Day_Location__c) and Clinic appointment (Clinic-_Appointment__c) – and wanted to introduce changes on the two levels: Opportunity and Lead.

What they needed to change on the Opportunity level

1.Choose MD Day location

MediDate needed to automatically show MD Day locations that offer the required surgery product and have MD Day and Clinic appointment records.

Besides, they wanted these locations to be displayed in order of increasing distance from the Opportunity.

What’s more, MediDate wanted to replace the current columns in the list view with the new ones – The Name of the MD Day location, Doctor (the name of the clinic account), Priority (this field comes from the clinic account), OP Standorte (this field comes from the clinic accounts), Entfernung (Distance) but based on the MD Day location object and not the clinic account, Preis, Product and MediDate Rented Space – and make it possible to sort the list based on all the columns.

2.Appointment Selection

Once the location has been selected, the calendar shows the available clinic appointments based on the list view. So, MediDate wanted the appointments to be shown in different colors based on the value of Priority field (a field that comes from Clinic appointment record), so that the agent could easily select the most suitable appointment.

On top of that, they asked us to add an extra section called “Anamnese” that would contain the following fields: MediDate Comments, Previous or Current Health Condition, Smoker, Medicine incl. Contraceptive medicine, Previous Surgeries, incl NHS, Had Anesthesia Before.

3.Rebooking

For a number of reasons, the agents might have to reschedule an appointment. To that end, MediDate wanted the calendar section to become visible only when the Pre-ex appointment status is either Rejected or the Patient requested to reschedule the appointment. Alongside this, in order to provide their agents with better visibility, they wanted to display the appointment that has to be rescheduled.

What they needed to change on the Lead level

1.Choose MD Day location

The requirements related to this point were similar to the ones on the Opportunity level.

2.Appointment Selection

The requirements related to this point were also the same as the ones on the Opportunity level, except that MediDate asked us to add a new section containing patient data with the same fields as on the Opportunity object.

VRP Consulting Stepped In

It took VRP Consulting about 9 weeks to complete the entire project. Based on our client’s unique needs and expectations, we were able to deliver well-thought-out customized solutions, that enabled MediDate to trade Google Calendar for Salesforce Calendar, which made a big difference to MediDate’s online business in the long run.

  • First off, VRP Consulting carried out Lightning components implementation at the request of our client. Yet, to make things easier for the agents, we decided to leave their appointment reservation system in Salesforce Classic.
  • The calendar was integrated with Google Map, which allowed the agents to find the most suitable clinic in the patient’s neighborhood.
  • Then, we implemented "Choose MD Day location" functionality on the Opportunity and Lead levels.
  • We added “Appointment selection” functionality to the Opportunity and Lead objects.
  • “Rebooking” functionality was implemented on the Opportunity level.
  • On top of all, we executed Salesforce data clean-up process, removed numerous dependencies, and simplified their Data Model.

Along with that, VRP Consulting delivered solutions for the additional tasks MediDate assigned to us in the process of project implementation. Specifically, we:

  • Added BMI__c Field to Anamnese section.
  • Added field Date__c to MD Day Location Table.
  • Investigated and fixed Geocode issues they had with Account and Lead addresses.

Achieving Tangible Results

  • VRP Consulting laid the groundwork for complete transition to Salesforce Calendar, which now enables MediDate agents to get instantaneous access to whatever patient data they need. To retain access to old input, we left Google Calendar integration intact.
  • VRP Consulting was able to resolve their performance issues – the appointment processes that used to take minutes now can be done in seconds.
  • After the project was completed, MediDate acquired its competitor, the Medical One clinic group, which allowed the company to engage 25,000 patients per month.
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