Client Profile: a personal care clinic using Boulevard for their point of sale (POS) and patient scheduling tool. This client has to send multiple reminders ahead of each appointment to minimize no-shows. Each appointment is unique, so each message must be unique. The reminders have to be consistent and error-free.
Challenge: The team was sending manual messages to each patient by opening their app, clicking into each appointment for the day for all their locations, and extracting key info like their appointment date, booked services, intake form status, etc. Each patient needs an individual message at each of the pre-appointment checkins (14 days before, 7 days, 2, days, 1 day). The process was extremely time-consuming and prone to error and inconsistencies.
Our first step is usually to map the existing workflow. In doing so, we were able to break down the process into individual steps that could be automated. We found that there were effectively 4 steps in the process:
Identify the right patients to message each day.
Extract their customized parameters from Boulevard.
Plug in the customized parameters into templated messages.
Put the message back into the correct patient account in Boulevard and send.
The final solution we built was able to take a tedious process that took hours to complete each day (and growing with each location) to a single task that is triggered with the click of a mouse. The tool grabs the right information, prepares custom messages per patient, and plugs it back into each message thread within Boulevard and sends it.
This has had 2 main impacts for the business:
Improved patient experience and outcomes
Leveled up team to focus on higher value activities to grow the business
