Streamlining a CRM for medical appointments
B2B SaaS product
RSI's legacy application supported teams of sales agents serving busy medical offices as they worked to convert new inquiries to booked patients. RSI wanted to update the application to speed up agents' workflow and improve customer experience.
"Unified inbox" concept
I looking at a range of modern communications products such as Podium, Klara and Chekkit for inspiration. Their approach modeled consumer messaging apps for an inbox-like feel.
After showing the initial version to users, it became clear they needed to see more structured data about their contacts, as well as to customize views by use case. This led to me try a more traditional CRM-style view.
For sales agents responding to leads, I developed a design for a highly customizable CRM view. The app's skin was easily customized with a client's logo and color scheme.
I also created an inbox view modeled after Gmail, which was better suited to receptionist users that responded to calls in real-time.
The centerpiece of the design was a customer panel that contained all customer information in one place. The Messaging panel enabled users to easily toggle between texts, emails and calls in one place, as well as set reminders.
Customer panel states
Other tabs of the panel enabled data capture for basic demographics and insurance info, as well as offering a detailed event log for audit purposes.
Since RSI was integrated with clients' practice management systems, we were able to include a simple booking flow as part of the agent experience. Agents could book while on the phone with a customer, or easily send them a link to complete the booking on their own.
This project is currently under development. Early user tests indicate that it will significantly improve productivity for agents.