About our client
Our client, SDENT is a prestigious dental practice clinic
Their services include:
Dental implants and fillings
The clinic prides itself in its individual approach, giving each client the possible best. They are well-known for their hospitality and quality service.
As at when they came to us, they had been in business for over 5 years and had leads saved in different locations – spreadsheets, Dental software, emails, etc.
Although they were already doing a good job, they wanted to offer their clients an even better experience. One way to go about this was to have ALL their client data and communication in one place - the Bitrix24 CRM.
This would enable them to have every client’s information and history on the go - All previous procedures the client has come in for, the doctor(s) who attended to him, special requests, etc. -
The Goals of the project:
As mentioned earlier, SDENT wanted to improve their business. They wanted to have their whole client database in one place – Bitrix24.
This would enable them
to offer their clients better service
to build longer-lasting relationships with them.
to categorize leads for effective marketing.
These were their goals, and they became ours!
We started with several Skype calls with our client, which helped us understand their business processes, the way they interacted with clients, what was important to them and how we would implement Bitrix24 to meet their goals.
The specifics and stages of the project were ready -
B24 reinstallation - download data from their cloud version to a new on-premise portal
Integration of their Website with the new Bitrix24 portal - contact forms
Email system integration - Gmail and Private mail server
SMS integration -To allow sending and receiving SMS in their Bitrix24 portal
CRM Implementation Process
1. Migration from Cloud to On-premise
SDENT had already purchased an on-premise subscription, but unfortunately, it had expired, as they hadn’t used the portal for over a year after purchasing it.
We clarified their Server specifications with their IT manager to ensure that they had enough resources for the migration.
Given that they had used the cloud version briefly, we had to inform our clients when to stop using the cloud portal. Then, we “fired” all users to avoid anyone logging in accidentally.
This step was very crucial to avoid having errors in the new on-premise version.
After this, we renewed their license, prepared data for migration and installed the on-premise solution on their server.
2. Email, SMS Integration
As a dental clinic, our clients received hundreds of enquiries daily via webforms, phone calls, emails, live chat and social media.
Almost all the enquiries that came in could be grouped into the services the clinic offered.
We set out to connect all Sdent’s communication channels with their clients to their CRM.
Our clients had a private mail server that they had used for about 2 years. However, the interface of this server was quite inconvenient to work with and could only be accessed from a computer.
Due to this fact, they routed mails to Gmail server and used the Gmail interface.
Whenever an email was sent/received via Gmail, a copy was sent to their private server.
This way, emails were saved in both Gmail servers and theirs.
We connected their B24 with their private server to copy all emails to their portal. Then, we disconnected and reconnected their portal to Gmail.
We chose Gmail instead of their private server
to avoid having duplicate emails.
Gmail can be accessed on any device.
3. Website CRM forms integration
Our client’s website was created in WordPress and is available in 2 languages (English and French).
The requirements for the contact forms were
Visitors of the website should be able to select what service they want from the contact form. This would make it very easy to find categories of patients who
speak what language
have opted for similar services.
The CRM forms should be in the style of their website.
Having the “service selection” feature in contact forms makes it super easy to plan marketing campaigns. You know exactly what language to use and what service to offer your clients.
You can also analyze the data quickly and find out where to focus your marketing resources.
We created Contact forms in 2 languages
On the lead card, the service the client chose is reflected.
From the leads filter, you can display all leads that selected the same service from the contact form and send the same marketing campaign to them.
4. French language pack Installation.
As we know, the on-premise version of Bitrix24 only supports a few languages. Croatian isn’t included.
We were able to install a French language pack from a French Bitrix24 partner for SDENT since all their employees are fluent in French.
Results of our project :
Leads from all communication channels are saved to the CRM
leads from years ago which our client forgot about are now in the CRM and include “source” - where the client contacted the company from
Our client can market efficiently, sending the right campaigns to the right clients and in the right language
Our client can now analyze which of their services are higher in demand and scale their business effectively.
Plans for the Nearest Future:
1. SMS and Telephony integration
We plan to integrate SDENT’s portal with Twilio and our Incoming SMS to CRM module to enable our client to receive and send SMS right from their B24 portal.
We will also connect their telephony to allow voice calls to be saved in the portal!
INTERVOX is a team of highly qualified professionals specializing in Bitrix technologies. With over 15+ years of experience, an exceptional track record and the Gold-certified partners of Bitrix Inc,
Implementation and customization of Bitrix24 for sales departments
Integrations of Bitrix24 with other platforms or software
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