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Madnani Facial Plastics Case Study

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In-depth, detailed examination of the RSI CRM & EMR solution for Madnani Facial Plastics.

Madnani Facial Plastics is a multi-location plastic surgery and aesthetics practice providing high-end care and outcomes to patients. They are a growth-oriented practice with the realization that data and efficiency are the ultimate drivers of their business.

The Results

Year Over Year Comparison

  • 25% increase in revenue
  • 30% increase in lead volume
  • 12% increase in lead to schedule rate
  • 33% decrease in time to contact
  • 5% increase in same day booking

The Journey

Suncoast Skin Solutions had attempted to get data and technology through various partners within the Modernizing Medicines ecosystem. They had tried lead management programs and manual coordination of data from their marketing agency, yet continued to come up short on achieving their goals with solutions that met their practice and patient expectations. MFP not only set up CRM workflows that worked best for their patients but also for their team.

The Challenge

It was challenging for MFP to grow their practice without gaining transparency into both marketing & operations. MFP also found it difficult to get access to the data and information they wanted while using multiple vendors in conjunction with their practice management and EMR solution, Modernizing Medicine.

Their goal was to:

Unify communications to improve patient experience with a system that integrates their marketing, their VOIP, and their EMR.

Improve transparency into marketing and operations performance by understanding critical KPIs related to the objective financial benchmarks of their monthly budget.

Leverage technology that would reduce workload across departments and with outside agency vendors tasked with driving lead volume into their business.

The Discovery

Through analysis of the current vendors, MFP was able to identify that RSI could connect via API to their UCAS vendor, RingCentral, and their EMR, Modernizing Medicine, all while working in conjunction with their marketing agency to deliver on their requirements. RSI had the ability to consolidate traditionally fragmented products into one platform that connected point of call, SMS, and inbound inquiry for their front office and patient care coordinators, while delivering data to their executive leadership team that was required to efficiently grow.

RSI’s core products across these platforms are:

Analytics Suite – through connection with marketing data, VOIP data, and Modernizing Medicine data, RSI has the most complete and comprehensive set of analytics available in the market. Traditionally, practices have silos of this information in varying platforms separated further by varying levels of access.

CRM – sitting between VOIP, Modernizing Medicine, and marketing, RSI has a unique position to allow for immediate patient identification by pulling forward all necessary details for staff to have at point of contact.

Marketing Automation – with near real-time access to patient information, office interaction, and medical care, RSI delivers precise information related to procedure information, pre-appointment instructions, post-procedure instructions, and patient recall notifications at the exact time for optimal response rates and results.

The Process Implentation

Implementing a platform across an organization takes a whole-office buy-in approach. RSI connected via automatic API with Modernizing Medicine to ensure all data was flowing as desired. In order to achieve the level of marketing information MFP wanted, RSI built connections to GA4 and Meta to leverage UTM capabilities providing real-time ROAS based on their financial data. Through this process, RSI was also able to identify key internal reports that could not be automatically generated from MFP’s practice management software, requiring custom development and delivery.

Overall, the process to set up the majority of the platform was 90 days. That said, there is on-going support, education, training, and meetings with executive leadership to ensure focus and achievement of the end goals.

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