Health / NDIS

We worked with a medical services company (Psychology and Physiotherapy Services) which is linked to NDIS to manage its clients where we used Zoho CRM and Zoho Books.The use of automations and templates has enabled the company to scale its operations and provide its services to a larger audience.

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The client is a medical clinic with a great team of Psychologists and Physiotherapists which provide telehealth services to the NSW, QLD and VIC community.  The client’s interaction with the community has positive effects on individual’s wellbeing, and they are always working to create an atmosphere that inspires people to participate more freely. They function with the belief that everyone has the right to live the life they want, and that providing assistance to those with disabilities may make their dreams come true.

The company had multiple challenges as per list below

  • The company utilized excel spreadsheets to manage a list of all patients and services sold to them
  • All doctors and psychologists used their personal mobiles to make calls to patients for their telehealth consultations including messaging patients so there was no records of patient doctor communication
  • The clinic used snail mail to send out christmas invites and newsletters to patients which required extensive effort in design and printing of the news letters
  • No emails to patients were tracked when doctors left the clinic or patient changed doctors thus patient history between doctors
  • All documents sent to patients such as scripts and other documents were not logged as attachments anywhere
  • There was no tracking of number of consultations done and what was charged to the patient from a central location as the invoice system was by itself
  • All bookings were done based on incoming phone calls and using microsoft outlook of each specialist manually
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We implemented for the company to utilize Zoho One, an ERP system which brings all the functions above into one system.

Zoho CRM – This addressed multiple challenges outlined above:

  • All patients were logged within the contacts module which allowed for medical notes to be managed and shared between doctors
  • All attachments were managed within the CRM such as scripts and also medical documents
  • All emails to patients were logged in the patient file
  • All calls and sms were logged in the patient file
  • Zoho Campaigns – Client was able to link the CRM to Campaigns and send regular newsletters to patients and also updates on services which were logged against the patients card. Client was also able to 
  • Zoho Voice – this allowed for client to make phone calls directly from the CRM and thus allowing all telehealth calls to be logged against the patient’s record
  • Zoho Bookings – This system allowed for patients to directly book with the specialists available as well as the office to use the same system – thus fully automated as specialists calender were linked to zoho bookings and automated emails setup