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How Eye Hospital Denmark Improved Their Patient Service With Pipedrive

Departments in any industry—even if they don’t call themselves ‘Sales’—can benefit from customer management technology and automation software. Øjenhospitalet Danmark (Eye Hospital Denmark) is one such company in the health industry that benefited from using Pipedrive.

  • The failure rate of ordering the right lenses for the right patients at the right time is down to 0%
  • Better patient follow-up has reduced the amount of people not turning up to appointments and treatments by roughly 50%
  • Over the course of the last year there has been an increase in deals won

Øjenhospitalet Danmark is the oldest and largest private eye hospital in the Scandinavian country, which means managing the records of many patients, some who needed frequent appointments and others who need just one.

However, despite a large customer base, they kept missing opportunities to grow and nurture it with sales and marketing.

“Before Pipedrive we were limited to our patient journal system, which naturally did not offer any specific sales management solution,” explains Kristian Mejlvang, Eye Hospital Denmark’s Marketing Manager. “Until we got Pipedrive, it was necessary for us to create our own systems, many of them manually.

“This meant that a lot of the ‘sales necessary information’ concerning all patients, besides the information in journals, was lost between parties within the organization.”

Even though they were limited in their ability to do sales activities, the company has a high proportion of employees in sales: of the 20 in the workforce, four are in sales.

"We needed a CRM system to become collectively smarter and provide a better service for patients,” says Kristian.

The team selected Pipedrive in order to streamline their sales activities.

“We chose Pipedrive because of its intuitively clever design, its simple UI and lead generating abilities. Pipedrive is not a heavy system: unlike Salesforce or Microsoft Dynamics 365, Pipedrive is easy to use and has a simple approach to building activities.”

Integrations keep all the data in one hub

The team is still reliant on a secure patient journal system to manage a lot of customer data. Thankfully, Pipedrive allows for full integration.

“Being part of the health/medical industry, the system is suitable because it allows us to connect to several other vital systems, such as patient journal systems.

“The CRM allowed us to centralize all information about each patient, and provides the tools so that each employee can obtain access to the relevant information.”

And it’s not just integration with their existing systems that has had a benefit to Kristian and his team’s ability to manage customer relationships.

“We are currently looking into Mailchimp for sending out newsletters. The synchronization with Pipedrive helps us out a lot. We’re also using Zapier and more integrations are coming.”

Save hours of time by automating healthcare workflows

Kristian and his team are constantly finding new ways to simplify the many repetitive manual procedures needed in the hospital’s day-to-day operations. Workflow Automation opens up an exciting array of opportunities to streamline these processes.

“We have many auto-generated reminders for our staff, which are valuable for us as we are dealing with different segments and different treatments. One example is that the auto-reminder provides a ‘double safety’ for procedures like ordering the right lenses for the right treatments. In fact, the failure rate of this very important task is at 0%!”

Each month we become more clever with our customizations and the optimization of our workflow. Pipedrive is the center of everything.

Businesses using a CRM in the healthcare industry can see significant operational efficiency improvements using a feature like Workflow Automation, even though the users don’t see themselves as salespeople.

Kristian also says that Pipedrive’s features are very useful when it comes to following up with customers and changing ownership of deals between team members. The team members have hooked up all their email accounts to Pipedrive, giving them access to loads of new features.

Eye Hospital Denmark’s (Øjenhospitalet Danmark) employees have only just started exploring the possibilities of Pipedrive, but they’re already seeing the benefits.

“Our first priority was to ensure that the implementation was fully functional, technically and organizationally. Within this phase, and especially after the full implementation, we can see competitive advantages, such as a higher degree of patient service.”

“Pipedrive has become a vital part of our daily operations and workflow, as well as helping us to analyze and grow the business. For example, a better patient follow-up process, as well as better workflow, has reduced the amount of ‘no-shows’ at the hospital by approximately 50%.”

“It is clear to see the potential of the Pipedrive system. Before, we did not have the tools to measure economical improvements in depth. We do now.”

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