PatientNOW, a RealSelf Affiliate, just launched a cost-effective and useful program to address the industry’s need for effective lead management and marketing automation called RAMP™. RealSelf Director of Practice Development, Eva Sheie, caught up with PatientNOW CEO Jerry Jacobson to find out more about how this new platform helps create staff efficiencies, increases patient satisfaction by improving communication, and delivers critical marketing performance data.
Eva Sheie: Why is lead management so challenging for practices?
Jerry Jacobson: Aesthetic practices have only a small handful of choices for lead management software, yet the importance of this key function cannot be overlooked. Many practices do not have a lead management system at all, or aren’t fully utilizing what they have. And it’s one more thing to manage that also has to be friendly with your other systems and software.
Eva: What inspired you and your team to solve this problem?
Jerry: We knew that our customers were spending 5-10% of their annual revenue on marketing each year, but they didn’t have an easy, centralized location to manage their incoming inquiries and weren’t able to easily look back and see their return on that investment.
Eva: What were your goals with the development of RAMP?
Jerry: We wanted them to have conversion data in real time to help make better, smarter marketing decisions. But it was really patient communication driving the mission—we wanted to help the staff respond faster to wow their patients and prospects, and positively impact every person who interacts with the practice by helping create great first impressions. The icing on the cake is that RAMP frees up staff time spent doing double data entry or hunting for conversion data.
Eva: For those who don’t have any kind of lead management platform, can you help us understand what a great lead management platform should do?
Jerry: At the very least, a great lead management system must do the following:
- Capture, centralize, and organize leads from all external sources
- Nurture leads by enabling you to set up on-brand marketing automation to respond instantly, and also drive new business (think Botox appointment reminders)
- Give you reports on ROI
- Be affordable
For many aesthetic practices, it takes a lot of time to do the manual reporting and research to combine data from multiple sources in order to figure out what’s working and what isn’t.
Because most of the key data was already in PatientNOW, we wanted to help our customers easily fill in the gap between who was contacting the practice and who was completing surgery.
Eva: A lot of people are familiar with lead management platforms that funnel all leads into a central location, but you took it a few steps further with branded custom automation. Can you tell us how that works?
Jerry: Yes, if your staff are swamped or it’s outside business hours, you can depend on RAMP to begin nurturing leads within 5 minutes by text message and email. These communications represent your brand and are personalized to the prospect’s interest. And of course, linked to your online scheduler so they don’t even have to call to make an appointment!
For more information about PatientNOW, RAMP or to request a demo, complete this short form.
Jerry Jacobson is the Founder and CEO of PatientNOW.