Scaling Excellence: How Velour is Changing Medical Aesthetics Experiences – for both Providers and Consumers – with Salesforce
How do you win and keep customers when they have many choices? Unparalleled service. Velour Medical, a cosmetic and medical provider in New York whose providers offer in-home treatments, delivers a level of personalized customer experience not seen in their industry – for both its providers and their consumers.
A great experience at a greater scale: the case for Salesforce
When Velour launched, they required an Experience Coordinator for every two providers to handle scheduling, customer communication, inventory management and day-to-day logistical support. Today one Coordinator manages eight Providers, and with Salesforce Experience Cloud they are expecting it to jump to one Coordinator for every 12 Providers.
Before Salesforce, Coordinators were switching between many different tools to manage new consumer inquiries, scheduling and rescheduling, appointment reminders, billing, and health records. Today, much of their day is spent in Salesforce and automation has freed them from many repetitive tasks.
Beyond keeping consumer data organized, Velour needed to keep provider data separate as well. Each provider is considered a separate “business,” with their own pricing, treatments, and schedules. As Velour continues to onboard more providers, they’ve created a provider account type in Salesforce, where each consumer contact is associated with their provider account and all data syncs with their EHR.
Every essential customer detail in one view
Experience Coordinators can now see a consumer’s treatment and communication history by provider, all in one HIPAA-compliant view. Not only does this enable Coordinators to personalize their interactions with both providers and their consumers, but they can now use the account-to-contact mapping to run marketing campaigns targeting only certain providers’ consumers.
“We were managing things in three different ways, which was quite inefficient. Experience Coordinators weren’t able to track emails and lead generation without switching contexts. It was causing a lot of work just to do their work. Bringing these aspects into Salesforce was something I never thought was possible." -Kiana-Lei Sniffen, Director of Aesthetic Operations
By automating consumer-to-provider mapping, marketing communications, and data integrations, Velour was able to scale operations, leading to a 4X increase in bookings. By structuring customer profiles and data within a unified system, Coordinators can personalize lead generation, retention efforts, and upselling, thereby enhancing the overall customer experience for both providers and consumers.
Why Wise Wolves
High-touch, personalized experiences are core to Velour’s brand ethos and operations, so choosing a partner with the same values to take them to the next level was a no-brainer. Wise Wolves first helped Velour streamline its operations. Then they brought them up to speed on how a CRM would help them achieve their business goals. Salesforce emerged as the best tool for scaling Velour’s concierge-based business model. And because Velour was completely new to Salesforce, Wise Wolves’ one-on-one guidance and support was key to standing up the most effective system right in Salesforce.
“There’s no way we would be as successful today and where we are without Wise Wolves.”
-Kiana-Lei Sniffen, Director of Aesthetic Operations
What’s next: the Platform for Providers
Velour expects to implement Experience Cloud in Summer 2024 with sights set on leveraging its capabilities to onboard new providers and expand into new cities across the US, becoming “the platform for providers.” On the roadmap are automated online bookings that pull from individual providers’ schedules and improved provider-specific marketing programs, enabling providers to feel ownership over their own businesses. Because of the time freed up by Salesforce automations, Velour’s team plans to dedicate more time to consulting with their providers on how to grow their own businesses.
About Velour Medical
Velour reimagines traditional healthcare by focusing on the Provider first, aiming to maximize the individual autonomy of each Provider and intertwine entrepreneurship with medicine. Initially focused on Aesthetic Medicine, Velour has developed infrastructure and automated resources that make doing business easy for each Provider, in turn, creating a landscape that allows Providers to focus on what is most important: patient care. By changing the way both Providers and Patients interact with medicine, Velour aims to change the experience of modern healthcare.