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Introduction
In the fast-paced world of healthcare, it's crucial to have efficient customer relationship management and effective marketing strategies. ChristianaCare, a $1.6 billion leading healthcare provider, encountered operational challenges that impacted their ability to streamline follow-up processes, engage potential patients, and generate comprehensive reports. To address these obstacles, Christiana Care teamed up with 245Digital to implement a customized strategic roadmap aimed at boosting their overall efficiency and enhancing customer engagement.
Challenges
ChristianaCare faced marketing challenges with an unorganized follow-up process, resulting in missed opportunities and inconsistent customer experiences. Their prospecting strategies were not as effective as they could be, lacking the personal touch and engagement necessary to convert. Moreover, the current reporting systems were insufficient, failing to capture and analyze key metrics like meeting outcomes and activity tracking.
Strategy
245Digital provided a tailored approach with three key strategies:
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Optimization of Follow-Up and Scheduling Processes
Playbooks Creation: Developed standardized playbooks and planning sequences for follow-up emails after events and meetings. This ensured consistent and timely communication with leads and customers.
Meeting Links & Scheduling Integration: Streamlined the process of scheduling meetings by integrating meeting links, allowing for easier and more efficient appointment setting.
Strategic 30-day Prospecting Sequence: Leveraged customized email templates and educational content to reach prospects, fostering deeper engagement and moving prospects through the sales funnel more effectively.
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Portal Audit and Reporting Enhancements
Portal Audit: Performed a detailed portal audit to identify and resolve any deficiencies. This meticulous examination allowed us to pinpoint areas for enhancement and take proactive measures to improve the overall functionality and user experience of their portal.
Goals and Performance Tracking: Implemented tools to set, track, and report on performance goals, ensuring alignment with organizational objectives.
Contact and Email Management: Enhanced contact and email management systems to streamline communication and improve data accuracy and accessibility.
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Advanced Reporting and Integration Systems
Email Reports & Tracking: Improved tracking mechanisms for opened emails and event attendance, providing deeper insights into customer engagement.
Revenue and Appointment Forecasting: Provided a process to track expected revenue, anticipated close dates, and upcoming appointments, aiding in more accurate forecasting and planning.
Notes & Associations Integration: Integrated comprehensive note-taking and association features to keep detailed records of customer interactions and relationships.
Results
The collaboration between ChristianaCare and 245Digital resulted in three key achievements:
Improved Follow-Up Consistency and Efficiency
The creation of playbooks and scheduling integrations resulted in more consistent and timely follow-ups, enhancing customer satisfaction and engagement.
Enhanced Engagement and Conversion Rates
Customized email templates and educational content led to more effective prospect engagement, which translated into higher conversion rates and a more robust sales pipeline.
Comprehensive Reporting and Data-Driven Decision Making
The new reporting systems provided comprehensive insights into various metrics, enabling better-informed decisions. Enhanced tracking and forecasting tools allowed for more accurate revenue predictions and strategic planning.
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