Healthcare
Salesforce Sales Cloud
CRM Implementation
Lead Automation
Salesforce Sales Cloud
CRM Implementation
Lead Automation
Lead-to-patient conversion
rebuilt on Salesforce.
A healthcare provider losing patient inquiries daily — no tracking, no follow-up structure, zero pipeline visibility. We fixed all of it inside Salesforce Sales Cloud.
40%
Conversion increase
30%
Agent time saved
100%
Pipeline visibility
Live
Real-time dashboards
ClientChevy Chase Healthcare
IndustryHealthcare · Patient Consultations & Surgery
TechnologySalesforce Sales Cloud
EngagementCRM Implementation
Outcome40% more lead conversions · 100% pipeline visibility
About the Client
A high-volume clinic losing patients before they ever booked.
Chevy Chase is a healthcare organization providing patient consultations and surgical services. They handle a high volume of daily inquiries across phone, email, and walk-in — but before Amroar, most of those inquiries went untracked.
There was no system. No structure. Managers couldn't see what agents were doing. Inquiries fell through the cracks daily. The practice was growing in demand but couldn't keep up operationally — and patients were quietly going elsewhere.
The ask wasn't just to install a CRM. It was to rebuild how the business manages patient acquisition from first inquiry through to completed procedure.
The Problem
Five things breaking before Salesforce.
The team was working hard. The system wasn't.
01
Leads falling through the cracks
No centralised tracking. Inquiries came in from multiple channels and regularly disappeared with no record, no owner, and no follow-up.
02
No follow-up structure
Agents followed up when they remembered. Without a cadence, opportunities compounded and patients booked with competitors who responded first.
03
Zero visibility for management
Managers had no view into lead progress or team performance. Decisions were made on gut feel. Problems went undetected until patients were already gone.
04
Everything done manually
Appointments, quotes, and invoices all managed by hand. Time-consuming, error-prone, and impossible to audit or scale.
05
No dashboards, no insight
No reporting existed. Nobody knew what was converting, what was failing, or where the bottlenecks were in the patient journey.
Requirements
What they needed. What we committed to.
Seven requirements. All delivered inside Salesforce Sales Cloud.
01A single system to collect and manage all incoming leads — no more scattered channels or missed enquiries.
02A structured follow-up cadence so every agent knows when to reach out and what to say — without guesswork.
03A fast, simple process to convert qualified leads into confirmed patients in a few clicks.
04Real-time dashboards tailored per role — agents, managers, and business owners each see what they need.
05Automated activity logging — every call, email, and task recorded against the lead without manual entry.
06Healthcare data validation rules ensuring fields like Date of Birth are always captured before a lead progresses.
07End-to-end reporting — from first enquiry through consultation, procedure booking, and invoice — in one connected view.
Solution · Part 1
Lead Management & Cadence Automation
- Customised the lead layout to surface SMS communication, lead details, and a dedicated follow-up activity panel in one view — agents never need to leave the record to act.
- Built a structured follow-up cadence that tells each agent exactly when to contact a lead, which channel to use, and what the next step is. Guesswork removed entirely.
- Enabled two-way email tracking directly inside Salesforce — opens, replies, and interactions all logged automatically against the lead.
- All calls and emails recorded without any manual input. The record stays complete and auditable at all times.
Solution · Part 2
Patient Conversion & Data Integrity
- Simplified the conversion flow — a qualified lead becomes a confirmed patient and opportunity in a few clicks. No re-entry of data, no multi-step manual process.
- Built custom Salesforce objects — "Patient" and "Procedure" — designed for healthcare workflows, not forced into a generic sales model.
- Implemented validation rules that enforce critical fields like Date of Birth before a lead can progress in the pipeline.
Date of Birth validation ensures accurate procedure assignment based on patient age — clinically and operationally important for the practice.
Solution · Part 3
Role-Specific Dashboards & Reporting
- Built three distinct dashboard views — admins see overall business performance, managers see team-level metrics, agents see personal targets and open tasks only.
- Created an open activities dashboard showing every pending follow-up per agent — no ambiguity about what needs to happen today.
- Agents mark calls and emails as complete directly from the dashboard. The record updates in real time. Managers always know what's actually happening on the floor.
- Full reporting from first enquiry through consultation, surgery, and invoice — end-to-end visibility in one place for the first time.
Results & Business Impact
What changed after go-live.
40%
Increase in lead-to-patient conversion rate
30%
Reduction in agent admin time per week
100%
Lead-to-patient journey visible to management
Live
Real-time dashboards running across all three roles
What actually changed
- Complete visibility across the entire lead-to-patient journey — from first inquiry through to completed procedure and invoice. No blind spots.
- Managers make faster, smarter decisions from real-time dashboards instead of asking agents for verbal updates.
- Patients receive better service — structured, timely, personalised follow-ups instead of ad hoc calls whenever an agent remembered.
- The team stopped losing leads. Every inquiry is tracked, followed up, and either converted or formally closed. Nothing disappears.
Technology
Salesforce Sales Cloud
Custom objects · Cadence automation · Role dashboards
Client Feedback
Amroar streamlined our follow-ups and gave us real-time visibility into our entire patient pipeline — making a real difference in how we serve our patients.
Work with Amroar
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