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Transforming Medical Aesthetics: Velour's 4x Booking Growth with Wise Wolves' Salesforce Solutions
Velour Medical is a leading cosmetic and medical provider in New York, offering in-home treatments and delivering a personalized customer experience for both providers and consumers.
Overview:
Initial Situation: Velour’s multiple tools for scheduling, customer communication, and data management led to inefficiency and high labor costs.
Solutions Implemented: Wise Wolves implemented Salesforce Experience Cloud, automated repetitive tasks, and integrated provider- specific data management.
Outcomes: Increased coordinator efficiency, enhanced personalized interactions, and achieved a 4x increase in bookings.
Initial
Situation
Velour required multiple tools to manage scheduling, customer communication, and data, leading to inefficiency and high labor costs. Coordinators struggled with switching between tools managing consumer inquiries, scheduling, billing, and health records.
Additionally, Velour needed to keep provider data separate, as each provider operated as a distinct business with unique pricing, treatments, and schedules.
- Salesforce Integration: Implemented Salesforce Experience Cloud to streamline operations and automate repetitive tasks.
- Automation: Automated consumer-to-provider mapping, marketing communications, and data integrations.
- Unified Data Management: Created a provider account type in Salesforce, allowing each consumer contact to be associated with their provider account, syncing all data with their EHR.
- Enhanced View: Enabled Experience Coordinators to see a consumer treatment and communication history by provider in one HIPAA-compliant view.
Solutions
Implemented
Outcomes
The partnership with Wise Wolves bought significant improvements:
- Increased Efficiency: One Coordinator now manages eight providers, expected to increase to one Coordinator for every twelve providers with Salesforce Experience Cloud.
- Personalized Interactions: Coordinators can personalize interactions and run targeted marketing campaigns using account-to-contact mapping
- 4x Increase in Bookings: Automation and streamlined operations led to a significantincrease in bookings.
- Scalable Growth: Velour is set to implement Experience Cloud in Summer 2024, aiming to on board new providers and expand into new cities.
“Wise Wolves helped us get to a 4X increase in bookings. Before Wise Wolves, we were managing things in three different tools (including one massive spreadsheet), which was inefficient, plus we had to keep all patient health data HIPAA-compliant in our EHR system. Our team wasn’t able to track emails, new patient requests, appointment reminders, or billing without switching tools. It was causing a lot of extra work just to do their regular work. Combining all these work streams into Salesforce was something I didn’t think was possible until we worked with Wise Wolves.”
– Kiana-Lei Sniffen, Director of Aesthetic Operations at Velour Medical
“When Velour launched, we needed one Experience Coordinator for every two providers tohandle scheduling, customer comms, etc. Now with Sales Cloud, one Coordinator can supporteight providers; once Wise Wolves helps us implement Experience Cloud, we expect that tojump to one Coordinator for every 12 providers. There’s no way we would be as successfultoday and where we are without Wise Wolves.”
– Kiana-Lei Sniffen, Director of Aesthetic Operations at Velour Medical
Client Testimonials
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