Developer of the first cloud ERP for medical clinics automates care with AnnA, an automated relationship platform
In the age of customer 4.0, it is no longer enough to just market a good product or service. It is also necessary to think about after-sales, showing goodwill and availability when you have questions or need technical support, among other demands.
A good service not only offers great performance for companies, but also brings new customers, retains old ones through innovation, making management more efficient.
Providing the best assistance, welcoming the customer, has always been one of the main commitments of eMed – the company that developed the first cloud ERP for medical clinics in Brazil. In the market for 22 years, there are 350 customers, 80% of them located in São Paulo.
Available both by phone and by chat within the system, there was a lack of a service channel that was even closer to those who use the management system on a daily basis.
Emed system screen
“We thought then that it was necessary to be inside WhatsApp, a communication tool that is present in the lives of all our customers”, explains the director of eMed, Alexandre Jacobi Pereira. But it was not enough just to provide a number and wait for contacts. eMed's objective with the project was to bring more intelligence to each service.
The next step was to look for a partner in the market that would offer new possibilities, but with simplicity and naturalness of use. The learning curve for the customer needed to be as small as possible.
With the help of AnnA – an automated relationship platform that uses WhatsApp, Messenger, Telegram and chat – the purpose sought by eMed was achieved.
The project, which started in March 2022, has already borne fruit in less than three months. With an average of 1,000 calls per month, 30% of them are already carried out by the new channel.
AnnA starts the service, asks for customer data and validates your registration. The second step is to present a menu where the person chooses which sector they want to talk to: financial, commercial or support, among others. The request is forwarded to the department, which continues the service. “The best result, without a doubt, was the professionalization of the service. We have excellent results”, says Alexandre.
The quick and surprising response encourages the manager, who expects to concentrate 80% of the volume of requests on WhatsApp in the coming months. And the trust in AnnA is such that eMed started to offer the platform to medical clinics that use the management system.
Partnership in healthcare
“We have already closed the first client that will use AnnA. The purpose is to be a service hub in the health area, offering a complete solution that will bring even more satisfaction to our users”, concludes the manager.
Danilo Andrade, Project Manager at AnnA
“After the pandemic, WhatsApp became even more a reality in people's daily lives, regardless of age group. People spend an average of 2 hours a day on WhatsApp solving numerous tasks, such as online shopping, seeing the family group, work, child's school, among other activities. One of these activities can certainly be the scheduling or confirmation of an appointment, because for the patient the tool serves as a facilitator in these moments. I believe that with the partnership with eMed, we will be able to offer several services that will not only speed up the patient's life, but also solve care bottlenecks that many clinics are suffering with the high demands of care", says AnnA's Commercial Manager, Danilo Andrade.
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