https://blog.dinterweb.com/pt/caso-exito/centro-medico-abc

ABC Medical Center centralizes its data and reduces response times with HubSpot

Implemented Services:
Marketing Hub Marketing Hub
Service Hub Service Hub
Sales Hub Sales Hub
Integration Accompaniment Integration Accompaniment
Detalle-abc

Centro Médico ABC: Caring for Your Well-being and That of Your Family

Centro Médico ABC is dedicated to the health and safety of its patients through the implementation of best medical practices.

It stands out for its supportive and inclusive approach, investing resources in initiatives aimed at improving health in Mexico, such as providing access to medical services for vulnerable populations and fostering research and education for future medical and nursing professionals.

Centro Médico ABC is known for delivering quality and safe hospital services, always prioritizing patient-centered care.

See more information here: Learn about Centro Médico ABC

  • Industria
    Industry
    Healthcare
  • Tamaño de la empresa
    Company Size
    5,000 employees
  • Ubicacion
    Location
    México

 

 

 

Challenges That Centro Médico ABC Sought to Address

Reto: Very Slow Response Time

Very Slow Response Time

When the Contact Center team was assigned or rotated manually, it caused delays in responses. Most inquiries required answers based on price templates or specific services. In the healthcare sector, response time is crucial for patients to make the best decisions.

Reto: Disconnection in Reporting Between Marketing and Contact Center

Disconnection in Reporting Between Marketing and Contact Center

This disconnection made it difficult for Centro Médico ABC to easily identify which campaigns and platforms generated the highest number of qualified leads, as the distribution process for leads from digital channels was done manually.

Reto: Maintaining Proper Segmentation of Contacts in the CRM

Maintaining Proper Segmentation of Contacts in the CRM

This led to the loss of crucial information about the status of each lead. Centro Médico ABC was interested in identifying the sources of contact generation and the medical areas that users were seeking.

This would enable them to determine which patients were interested in the various medical care areas they offer, allowing for appropriate follow-up.

Dinterweb como socio estratégico

Centralization of Information Process Optimization Improvement in Lead Status Updates

Before implementation, the data for leads generated through digital channels was managed in a different CRM. This process involved downloading data and then manually uploading it to a shared spreadsheet. This lack of centralization caused delays and duplication of efforts.

Previously, leads were assigned manually to Contact Center members through a spreadsheet, resulting in a slow process prone to errors.

With the implementation of HubSpot, automations were configured to allow for automatic assignment of leads to team members, significantly reducing the time required for lead distribution and enabling more agile and organized management.

With HubSpot's implementation, data was integrated into a single system, eliminating the need for manual intervention in this workflow.

The previous process required the team to manually update the status of each lead in the spreadsheet, which added an extra workload.

With HubSpot, Dinterweb configured custom properties and automations that allowed for automatic real-time updates of lead status.

This eliminated rework, improved accuracy, and facilitated more efficient tracking of each patient's status, thereby optimizing response times.

Dinterweb as a Strategic Partner

  • Reduction of Response Time

The Contact Center team now responds to leads more quickly thanks to automation and lead assignment based on availability.

 

  • Improved Lead Tracking

Workflows and rules have been implemented to ensure that no lead is lost, enhancing contact and data management.

 

  • Specialty Segmentation
The CRM allows leads to be organized into lists by specialty areas, optimizing the care process.

 

  • Effective Marketing
HubSpot is used for emails and landing pages that attract and retain patients.

 

  • Use of Chatbot and Calls

The Chatbot provides quick assistance, while recorded and transcribed calls enable better tracking and analysis of customer service.

In summary, Centro Médico ABC has successfully overcome challenges related to response time, lack of reporting, and lead segmentation. Through a strategic approach and the implementation of concrete actions, Centro Médico ABC has deployed effective solutions that have significantly improved their performance in these key areas.

Would you like to discuss the challenges your company or business is facing? You could be our next success story!

HubSpot Solutions
Resources
Get to Know Us