A family business providing outpatient medical sampling services with over 22 years of existence. A team of nurses meet with patients at home to administer their blood and urine based on doctors' prescriptions. The samples are then sent to the laboratory for analysis and the results returned to the doctors.
The growth ambition for the company had been simmering in the heads of the two owners for a few years, but the arrival of COVID-19 in March 2020 has precipitated things. A drastic increase in demand forced them to quickly expand their nursing team and expand their operating territory.
The paperwork and administrative tasks usually handled in excellent spreadsheets have quickly become bottlenecks in business productivity.
It was necessary to optimize, quickly. Digital transformation was necessary.
Our diagnosis of the company determined that the majority of needs could be met by already existing softwares (SaaS). The implementation costs + the monthly subscriptions incurred remained lower than the costs related to the design of a 100% custom solution.
An efficient implementation of the various chosen softwares would have enabled the company to improve a large number of processes, but certain functionalities remained impossible to achieve without the design of a custom application which would then make it possible to really save ressources, time, and facilitate the user experience.
This “hybrid” solution then allows the organization to get the best of both worlds - the flexibility and costs reduction the monthly subscriptions of a tailor-made solution combined with the speed and ease of implementation of “turnkey” SaaS solutions.
The solution was integrated in 3 steps
The former PrélèvExpress website belongs to the Jurassic era.
Not only did the image conveyed by it not pay tribute to the company and its team, but it did not offer the features required to optimize operations, nor its online visibility.
Summary of customer needs for the website:
There are endless possibilities of frameworks on which a website can be built. It would be easy to simply go for the most popular option without much thought. But the wrong choice will inevitably generate additional costs sooner or later.
Based on PrélèvExpress's needs, designing the website on a Wordpress CMS framework turned out to be the best choice. In addition to saving time and costs for integration, the user interface makes it easier for the website manager who wants to modify it without having to resort to a developer.
Although we often promote building a website from scratch for more control, flexibility and security, in some cases, like this one, a CMS framework is simply the best way to go. Usually for budget purposes, but also for the speed of execution.
Wordpress is commonly used and easy to setup, depending on the complexity of the features to implement.
The conception of a 100% custom-built website (with Laravel or VueJs for example) is highly more complex but allows ideas and concepts to be taken to other levels, with practically no limitations.
Once the theme is chosen, the work of refreshing the visual identity through the design elements begins.
Another key point to consider - which is still surprisingly too often overlooked in 2020 - is the website's ability to be responsive to both mobile devices and larger screens.
From 2013 to 2019, website traffic from mobile devices increased from 16% to more than 53%. It is therefore no longer optional to have a 100% responsive web page.
The tailor-made application has two objectives:
Among other functions, the tailor-made application automates the entry of addresses and data for appointment time slots desired by patients to be met in the logistics app. This saves several administrative hours per week.
Also, the user interface extracts data from the optimized routes by the logistics application, creates new schedules and automatically sends them to nurses with their route to be monitored on their GPS.
Below are some screenshots of the app:
It's easy to get lost among the hundreds, yet thousands of applications available to help businesses operations. Even easier to embark on the implementation of a solution that seems perfect at first glance, only to find out later that it is too limited to follow the scale of the business.
Our specialists have tested, implemented and put to the test an innumerable amount of softwares, in a multitude of different business models. This allows us to recommend the right one for you.
Note that the purpose of this case study is to give you an idea of some solutions available but the choices applied in the case of PrélèvExpress are adapted to their unique situation and yours is certainly different. Schedule a free consultation with us to define what would be best for you.
Read in the following, what tools have been used and how they help our client run their business better.
Several appointment scheduling tools are available and the majority of them allow you to perform basic functions such as scheduling an appointment within the available time slots of a designated calendar.
Sometimes, more specific needs force us to orient the choice on one platform rather than another.
Here is a list of some available options:
One of the challenges was to synchronize the schedule of up to 10 nurses simultaneously with client appointment requests.
Another important need to consider was the geographic division of clients linked with nurses available in specific areas on schedule.
A final essential point was to have an interface available in French, which surprisingly limited our options.
We decided to go with Booxi, which in addition to meeting all our criteria, is a local company! In some cases, developing a tailor-made appointment scheduling platform is necessary, it is really on a case-by-case basis.
With a database of more than 1000 patients initially compiled in an Excel spreadsheet, managing follow-ups and relationships with them was laborious and required a lot of human intervention.
In order to simplify and automate the tasks related to patient follow-ups and other administrative tasks, the implementation of a CRM (Customer Relationship Management) was no longer optional.
The challenge at this stage was to make sure that the data that was initially classified in a more or less structured way in the Excels files, was correctly interpreted in the CRM, by limiting the manual data entries as much as possible.
In this situation, like for a majority of SMBs we work with, Pipedrive CRM has been the winner. One of the big advantages of this platform is that it is easy to use (so people actually use it!).
It might sound obvious to you but a big complaint we’re getting from customers using other “off the shelf” CRMs (and even more complex ones), is the fact that they don’t really help the user. Therefore, it’s not being used to its full potential, which can often compromises the benefits expected when implementing a CRM in the first place.
A variety of CRMs exist on the market, and it is also possible to have one tailor-made, in the event that the needs are more specific and cannot be met by existing SaaS.
Once the appointments are scheduled into the multiple sector calendars, the trajectories need to be optimized to be more efficient on commuting time of the teams on the road.
The solution was the integration of a logistics optimization software. The application compiles all the addresses grouped by sector and reconstructs an optimized route according to the time slot to be observed.
When scheduling the appointment on the interface, the patient is notified by text message or email that the nurse's visit could take place more or less 30 minutes before or after the scheduled time. This function therefore allows more room for the software to plan more optimized trips. In the event that the patient would absolutely like to obtain a specific time for his meeting, he can also request it and the software will take this into account.
Directions are then sent to nurses' mobile devices who can simply follow GPS directions from one meeting to the next.
The company has doubled the volume capacity of patient encounters performed in any given time.
Appointments geolocated by sector in synchronization with schedules allow nurses to group their meetings close to each other, thus drastically reducing costs related to vehicle use and salaries.
Given the increase in demand following the Covid 19 situation, the time factor was decisive in the success of this digital transformation project. In the end, less than 4 weeks were sufficient between the start of the project and the final result.
’A greater percentage of nurses' working time is spent in the presence of patients rather than on the road. This increases the sense of accomplishment and thereby the appreciation of employees for their work and the employer.
The efficiency with which the appointment can be scheduled with a nurse is now much easier and smoother and has been used by the clients without much issues. Patients have mentioned their appreciation of the new feature. Also, the automatic reminder system contributes to the recurrence of appointments and has the potential to drastically increase client retention.
There is now more time than ever to flawlessly take on new patients. The efficiency of the newly digitised organization frees up extra dollars that will eventually be invested in a marketing strategy to grow the business effectively.
If you recognize your business in one of these scenarios and would like to assess whether a bespoke digital implementation or creation solution could help your business, contact us.