Wise Wolves

December 13, 2024

Scaling Concierge Care: Aura’s Unified Platform for Patient and Provider Success

Aura, a concierge healthcare startup, provides proactive care through annual memberships and diagnostic services. As a new company, Aura needed an integrated solution to streamline patient acquisition, provider engagement, and operational workflows while scaling their business.

_{Aura aimed to build an end-to-end Salesforce solution that would:}

_{Simplify patient onboarding and lead qualification.}
_{Enable seamless provider scheduling and coordination.}
_{Drive revenue through upselling diagnostic services.}
_{Improve operational efficiency and customer satisfaction.}

Overview:

Initial Situation: Aura, a concierge healthcare startup, relied on disconnected tools, including Intercom for communication and a custom EMR system, leading to inefficiencies in patient onboarding, scheduling, and service upselling. They needed a centralized platform to unify these processes and provide a seamless experience for both patients and providers.

Solutions Implemented: Aura implemented Salesforce Sales Cloud and Experience Cloud to streamline patient onboarding and provider engagement while integrating marketing tools for personalized lead routing, Stripe for seamless payment processing, and workflows for appointment coordination and diagnostic upselling. This unified platform enhanced operational efficiency, improved personalization, and supported revenue growth.

Outcomes: With a unified Salesforce platform, Aura achieved higher patient conversion rates, increased revenue through personalized diagnostic upselling, and enhanced operational efficiency. These improvements delivered superior experiences for both patients and providers while positioning Aura for scalable growth.

Initial
Situation

Aura’s operations relied on a disconnected patchwork of tools, including Intercom for communication and a custom-built EMR (electronic medical records) system for patient records. This fragmented system posed challenges in managing patient onboarding, scheduling appointments, and upselling diagnostic services. Aura needed a centralized platform to unify these processes and enhance both patient and provider experiences

Salesforce Sales Cloud & Experience Cloud Integration: Salesforce Sales Cloud was implemented to manage patient onboarding, while Experience Cloud streamlined provider engagement. Together, these platforms formed the foundation for Aura’s operational workflows, enabling end-to-end process efficiency.

Streamlined Lead Qualification & Conversion: Aura’s marketing tools were integrated with Salesforce, enabling the seamless routing of leads from Intercom to regionally qualified sales representatives. This improved personalization, accelerated follow-ups, and facilitated rapid patient onboarding.

Seamless Payment Processing: Stripe was integrated into Salesforce, allowing patients to pay membership fees directly during the onboarding process, reducing friction and improving efficiency.

Provider Appointment Coordination: Using Experience Cloud, we enabled scheduling between patients and providers while syncing with Aura’s custom-built EMR for real-time data updates.

Upselling Diagnostic Services: We built workflows to recommend personalized diagnostic services based on patient data, supporting Aura’s secondary revenue stream.

Solutions
‍Implemented

Outcomes

With Salesforce as their operational backbone, Aura achieved remarkable improvements in efficiency, revenue, and customer satisfaction.

‍Increased Conversion Rates: Personalized lead qualification and rapid follow-up boosted patient membership sign-ups.

Higher Upsell Success: Customized workflows for diagnostic recommendations drove significant revenue from ancillary services.

‍Enhanced Operational Efficiency: A unified platform allowed Aura’s team to manage patient and provider interactions seamlessly, saving time and reducing errors.

Improved Customer and Employee Experiences: By streamlining processes and providing real-time data access, Aura delivered a superior experience for both patients and their care providers.

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Aura is now poised for continued growth with a scalable system that aligns with its mission to deliver proactive, personalized healthcare.

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