Reception
One list, in order, with what to say next.
CRM
Clinic CRM and lead management
A dermatology or aesthetic clinic gets most of its enquiries as a message: how much is laser, do you do fillers, is there anything for acne scars. They arrive on four channels, they are answered by whoever is free, and the ones nobody answered are invisible. The CRM is where they stop being invisible.
New lead 4
Nourah A.92Instagram · laser course$12,000Instagram
Faisal K.64WhatsApp · laser$1,800WhatsApp
Contacted 3
Huda M.71Referral · dermatology$24,000Referral
Booked 2
Salma R.88Wed 11:15 · derma$4,600Facebook
Won 6
Tariq B.95Plan signed$8,050Google
Every enquiry in one pipeline
Instagram, WhatsApp, the website form, a phone call at reception — four inboxes is four places to lose someone. They land in one list with a stage, an owner and a next action.
- Instagram, WhatsApp, web forms and walk-ins in one pipeline
- A stage per lead: new, contacted, booked, consulted, converted
- An owner, so no enquiry is everybody’s job
- Unanswered leads surfaced by age, not buried by volume
- The whole thread kept, so the second person to reply has the first conversation
The source survives to the booking
Most clinics can tell you what they spent on ads and what they billed. Very few can join the two. The source is carried from the first message through to the course that was paid for.
- Source recorded at first contact and never overwritten
- Campaign and channel kept against the patient record
- Consultations booked from the lead, not typed in again
- Revenue reported against where the patient came from
- Which channel produces courses, not just enquiries
Follow-up that happens without being remembered
The enquiry that converts is usually the third message, and the third message is the one nobody sends. Sequences run on the stage the lead is in.
- Follow-up sequences per stage, on WhatsApp or SMS
- A consultation that did not book followed up automatically
- Quiet hours and frequency caps, so nobody is messaged at 2am
- Opt-outs honoured across every channel at once
- A lead that goes cold reopened when they message again
Who works the pipeline
A CRM only works if the person answering messages and the person paying for ads are looking at the same thing.
Marketing
Which channel produced consultations, and which produced noise.
Owners
Cost per booked course, not cost per click.
Four inboxes versus one pipeline
The enquiries arrive either way. What changes is how many get answered.
The way it is done now
- Messages answered by whoever is free
- Source remembered, roughly
- Follow-up when someone remembers
- Unanswered enquiries invisible
- Ad spend judged on clicks
With Medicolize
- An owner and a next action per lead
- Source carried to the invoice
- A sequence per stage
- Surfaced by how long they have waited
- Judged on courses booked
Questions
CRM — what clinics ask
What does a clinic CRM do that a shared inbox does not?
It gives each enquiry a stage, an owner and a next action, and it keeps the source. A shared inbox tells you a message arrived; a CRM tells you which ones nobody has answered and which channel is producing patients rather than questions.
Does it connect to Instagram and WhatsApp?
Yes. Enquiries from Instagram, WhatsApp, the website form and reception land in the same pipeline, and the conversation stays attached to the lead.
Can we see which campaign produced revenue?
Yes. The source recorded at first contact stays with the patient through the consultation and the course, so revenue can be read against the channel that produced it rather than estimated.
Does it message patients automatically?
It can, per stage, with quiet hours and frequency caps, and opt-outs are honoured across every channel at once.
What happens to a lead that goes cold?
It stays in the pipeline rather than being deleted, and it reopens with its history intact if the person messages again months later.
Keep going
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