Dentist Automates Patient Follow-Ups

Lifestyle Dental, based in Preston Lancashire, England, is the passion of Dr. Nadim Majid. The practice has been open for three years.

Dr. Majid uses a variety of online marketing strategies to drive traffic to his practice’s website. “I knew I had to get better at following up on the opportunities that my online marketing strategy was generating for my practice,” says Dr Majid. “I was missing out on a lot of opportunities because I didn’t have an effective follow-up system in place for those who visited my site or called in.”

After doing some research, Dr. Majid decided to join the Infusionsoft family of more than 7,000 small businesses. He called on one of Infusionsoft^®’s referral partners, David Holland from EXELA, to help him get started. David Holland explains what the set-up process looked like for Lifestyle Dental.

Getting Started With Marketing Automation
“The first thing we did was generate a series of web forms using the Infusionsoft^® Drag & Drop Web Form Builder,” says David Holland. “The web forms provides reports and information related to the page the visitor was on. It was a way for Dr. Majid to capture the traffic coming to the website and get their permission to follow up later. Infusionsoft^® always assigned a tag in its CRM system whenever a web form was filled out so we knew how this person got entered into our contact database. Having this information about their interests made the follow-ups targeted and personalized.”

Follow-up Campaigns Now Adapt to Prospect Behavior
When a website visitor completes a web form, they are assigned to a follow-up sequence in Infusionsoft^®. Each follow-up sequence provides the visitor with the information they requested and also sends them a series of emails, providing further information. The emails contain automation links to additional information on the website. If the visitor clicks the link, it raises a flag that this person is interested. They are assigned to another follow-up sequence and a task is created for a member of staff to call them. If they don’t click any links, Dr. Majid keeps in touch with periodic emails and newsletters.

“The goal is to move the prospective patients through the funnel from inquiry to patient,” says David Holland. “Infusionsoft automates the follow-up process so that staff can focus on closing the hot leads while Infusionsoft focuses on nurturing the warm or cold leads,” says David. “His staff are able to make notes, update the status and send a series of emails, all with a few key strokes.”

Dr Majid can track the progress of the funnel and measure the success of his marketing through reports displayed on the Infusionsoft^® dashboard.

“Building the system was easy, from creating the web form to mapping out the follow-up sequences,” explains David Holland. “Within a couple of days, the website had been updated with new web forms; and the staff, fully trained.”

Today, the practice’s marketing activities are automated and measured by Infusionsoft^®. This includes postcard mailing, sending birthday cards as well as physical and email newsletters.

“I am able to try out new marketing ideas because I am confident the campaigns will be executed well and measured carefully,” says Dr. Majid. “Not every idea works as we hoped, but we are able to adapt quickly and focus on the activities that return the strongest ROI.”