At PatientNow, we know how vital it is to promote your treatments and products, share useful information, and make it easy for clients to sign up for services through the most effective channels precisely when they're needed.

We understand that while client engagement is the cornerstone of sustained success, delivering unparalleled customer care remains a high priority. We acknowledge the time constraints your staff face, particularly when it comes to engaging in manual, time-consuming activities.

We present Concierge, your ultimate solution to this dilemma. With Concierge, you can effortlessly guide your clients along a tailored "Pathway," initiating an almost fully automated drip campaign leveraging the power of email, text, phone, and task reminders. Say goodbye to manual labor and hello to streamlined efficiency with Concierge by your side!

Why use Concierge?

Personalization in multi-channel communication has been shown to significantly impact sales performance. Here are some statistics that support this:

Increased Customer Engagement: According to a study by Infosys, 86% of consumers say that personalization plays a role in their purchasing decisions.
Improved Conversion Rates: Research by Epsilon found that personalized email messages have 6x higher transaction rates compared to non-personalized messages.
Enhanced Customer Loyalty: A study by Accenture revealed that 91% of consumers are more likely to shop with brands that provide relevant offers and recommendations.
Higher Revenue: According to a report by McKinsey & Company, personalization can drive revenue uplifts of 10% or more.
Improved Cross-Selling and Upselling: A study by Evergage showed that 33% of marketers who implemented personalization saw a significant uplift in sales.
Better Customer Satisfaction: Salesforce reported that 59% of consumers say that personalization influences their decision to purchase from a company.
Optimized Marketing Spend: Research by Monetate revealed that marketers who personalize their web experiences see an average 19% uplift in sales.

These statistics collectively demonstrate the tangible benefits of personalization in multi-channel communication, ranging from improved engagement and loyalty to increased revenue and optimized marketing spend.

Drip campaigns, when executed effectively, can also drive sales and conversions. Here are some statistics that support their effectiveness:

Increased Engagement: According to research by HubSpot, drip email campaigns generate 80% more sales at 33% less cost.
Improved Lead Nurturing: Marketo reports that nurtured leads make 47% larger purchases than non-nurtured leads.
Higher Conversion Rates: A study by EmailMonday found that drip email campaigns have an average open rate of 80% higher than single-send campaigns, with click rates about three times higher.
Long-Term Customer Relationships: The Annuitas Group discovered that nurtured leads make 47% larger purchases than non-nurtured leads.
Consistent Communication: Salesforce notes that 79% of top-performing companies have been using marketing automation for more than two years. Drip campaigns are a key component of marketing automation.
Improved ROI: According to a study by the Lenskold Group, 63% of companies that are outgrowing their competitors use marketing automation, including drip campaigns.
Effective Lead Segmentation: Research by the Aberdeen Group found that personalized email messages improve click-through rates by 14% and conversion rates by 10%.
Timely Follow-Up: A study by DemandGen Report revealed that nurtured leads produce, on average, a 20% increase in sales opportunities versus non-nurtured leads.

These statistics demonstrate the effectiveness of drip campaigns in nurturing leads, driving engagement, and ultimately increasing sales and revenue.

Consider the following:

2% of sales are made on the first contact;
3% of sales are made on the second contact;
5% of sales are made on the third contact;
10% of sales are made on the fourth contact; and
80% of sales are made on the fifth to twelfth contact,

YET...

48% of salespeople never follow up with a prospect;
25% of salespeople make a second contact, then stop;
and just 12% of salespeople make more than three contacts (marketingprofs.com)

Welcome emails have open rates 50% higher than the average for all emails.

Email conversion rates are about 40 times higher than those recorded from social media (campaignmonitor.com).

Concierge Overview

Before we dive into the details of Concierge, let’s look at it from a high level to get a broad understanding of how it works.

Concierge assists you in building an automated marketing drip campaign for your clients. In this first version, there are three stages of the client journey included: Inquiry, Consultation, and Consultation Follow-up.

How does it work?

First, you need to make a Pathway.

Create a Pathway. Name it whatever makes sense to your business.
Add a Stage. Most often you will start with the first stage on a client’s journey, which is Inquiry.
Add Steps to the Stage. The steps are where all the touchpoints you want to have with your client are scheduled and created. For example, when a client makes an initial inquiry, you may want to:
- Immediately respond with a welcome email and text message.
- Follow up with an email in 1-2 days explaining the benefits of a consultation appointment.
- Make a phone call another 2 days later inquiring if the prospect has any questions.
- Send an email 3 days after the phone call sharing information about products, services or promotions.
- Make a final phone call another 2-3 days later expressing genuine interest in addressing the prospect’s needs and helping in scheduling a consultation.
Add another Stage. Now you can add the next stage in the client’s journey, the Consultation Stage.
Add the Steps to the Stage. Add the steps to create the automated touchpoints you want to create with your clients.
And repeat for the final Stage.

Second, you will assign your clients to a Start Stage.

Last, you will monitor the Pathway touchpoint activity in the Concierge Tracking page.

That’s it!

Within the following pages, you will find a sample Template Pathway constructed in accordance with industry best practices, provided as part of Concierge. This versatile template is fully customizable to align with your organization's unique requirements. Furthermore, comprehensive guidelines are included to assist you in creating your own Pathway from the ground up.

Version Specifics

As mentioned above, the first version of Concierge includes the Inquiry, Consultation and Consultation Follow-up Stages. It is also limited to one active Pathway. You may create more than one Pathway, but only one can be active at a time in this first version.

But don’t worry! We will be following up with a second version later this year that will include these additional Stages: Appointment, Appointment Follow-Up, Retention, Cancellation, and No Show. Also, we will be adding in the ability to segment Pathways within Concierge based on treatment type, which will enable you to have multiple active Pathways. Lastly, we will be including the ability to capture leads from provider websites.

Getting Started with Concierge

Enroll in Concierge

Log in to PatientNow Essentials.
Navigate to the Settings icon > Manage Account > Additional Services
Click “View Concierge information”
Follow the prompts in the “Signup for Concierge” pop-up window.

If a User is Not Yet Enrolled in Concierge

When a user goes to the Marketing menu and clicks on Concierge, the user will be directed to this page, populated with marketing and sales contact information.

View Pathways in Concierge

On the main menu, navigate to Marketing > Concierge > Concierge Automation.

2. Clicking Concierge opens the following window where you may click Create Pathway to create a new Pathway, or you may click View to view and edit a pre-made “Template Pathway”.

- The “Template Pathway” was carefully put together using the best methods in the industry, giving you a sample Pathway to follow.
- The template pathway features carefully sequenced steps, strategically spaced to yield optimal results, coupled with impactful language.
- Feel free to customize the “Template Pathway” to align with your organization's unique requirements, whether adjusting timing, language, logo, font, or imagery.
- Alternatively, you can initiate your own Pathway from scratch by simply clicking Create Pathway.
- Note that in this first version of Concierge, only one Pathway may be active at a time. But don’t worry! In our next version, launching within the next three months, you’ll have the exciting ability to create and manage multiple active Pathways based on treatment type, giving you even more flexibility and control!

Template Pathway

Click View on the “Template Pathway”.

Notice there are 3 Stages already built in this Template Pathway
1. Inquiry
2. Consultation
3. Consultation Follow-up

2. Click View to the right of any of the three to see the Steps

3. Click View to the right of the Inquiry stage.

- Notice the list of Steps included in the Inquiry stage
4. Click View to the right of Step 1 in the Inquiry stage.
- This template can be adjusted to suit your needs.
- Click Choose Template to view the template and make edits.

5. Select the template you wish to edit and click Edit Template.

6. Edit anything within the template to fit the needs of your business. When done, click Finished Editing Template and then Save Template.

- Your changes will automatically update to the template in the Template Pathway.

7. From the Marketing Template Creator, select the template you have created or edited and click Add to Concierge Step to return to the step you are working on.

Pro Tip: The option to “Add to Concierge Step” only appears when you have clicked “Choose Template” from a pathway step to reach either the Marketing Template Creator or the SMS Template Creator.

You can go to either of these to create content without going to a pathway first. Simply create whatever content you wish to create and label it appropriately so you will know where you want to use it in your pathway later. Then go to your pathway when you are ready and add it through “Choose Template” to the desired steps.

Pro Tip: The content entered in the Notes field in the Marketing Template Creator becomes the Concierge Email Subject line. Be sure to create a subject line that will work well with your email template!

8. Click

Save Step

when you are satisfied with the settings on the step.

9. Repeat this process for each step in the Inquiry stage.

10. Repeat this again for the Consultation stage and its steps. Click

View

to the right of a step.

11. Click Choose Template to edit the template.

12. Select the template to be edited and click Edit Selected Template.

13. Click Save Record.

14. Select the template to be added to the step and click Add to Concierge Step.

15. And again, for the Consultation Follow-up stage and its steps, to make the Template Pathway work however suits your business best. Or just use these stages and steps as a guideline to build your own pathway.

Build a Pathway in Concierge

Navigate to Marketing > Concierge.
Click Create Pathway.
Enter a Pathway Name.
- Pathway names must be unique.
- Description: This field is optional.
- Default Provider: This field is populated from your employee list.
- Default Coordinator: This field is also populated from your employee list.
Click Create.

Add a Stage to a Pathway in Concierge

After a Pathway has been created, the next step is to add any desired stages. Concierge’s first version comes with the Inquiry, Consultation, and Consultation Follow-up stages.

Navigate to Marketing > Concierge > Select an active Pathway.
Click Add Stage.

3. Select a stage from the dropdown.

4. Enter a description if desired and click Add.

Note the cautionary message: This message is provided to let you know you must link your clients to the appropriate stage in the pathway. For example, if you want a client to start the pathway at the Inquiry stage, you will need to assign the Pathway Start Stage on the Client Record as “Inquiry”.

Add a Step to a Pathway in Concierge

Navigate to Marketing > Concierge > a Pathway > and click View on a Stage.

Notice you may edit any of the Stage information if desired.
You may also click Hide to hide the cautionary message about assigning the Pathway Start Stage for your clients. This message will reappear whenever a new pathway is created.

2. Click + Add Step.

3. Click the type of Step you wish to add to the Stage.

Add a Manual Task

Click Create a Manual Task.

2. Provide a Task Name.

- This field is required.
- Assign a logical name that will make sense later when a user is required to perform the task. For instance, if the task will be to make a phone call to reach out to a new inquiry, name the task “Inquiry Phone Call” or something similar.

3. “Initiate a task in”

- This field is asking, when do you want this task to occur?
- There are two fields necessary to setting the timing of a task.

The first is the number of days, which can be from 0 to 365, and the second is what the number of days is based on, which is one of three options: after the previous step, after appointment, or before appointment.

For example, if a step should occur immediately, the number of days is 0 and we select “After previous step” (when there is no previous step, it will prompt the step to occur NOW). Or, if you want the step to occur 3 days before an appointment, the number of days is 3 and the selection is “Before appointment”

4. Add a task description.
- - Add any instructions needed to the task description.
  - These instructions will be view only when the user performs the task, but the user will be able to add additional comments to the description if desired.

5. Attach a form.

- If you have integrated with RxPhoto or UpdateMyRecords, you may access any forms from these applications and attach them to the step.

6. Upload a file.

7. Assign a Category.

- There are five categories available in the dropdown to help track step activities: Administration, Clinical, Financial, Marketing and Scheduling.
- This field is not required.

8. Save the step.

- When the step has been completed as desired, click Save Step.
- The Save Step button will activate when the required fields have been completed.
- The step may be edited or deleted.
- Any Manual Task that needs to be completed will be listed on the Concierge Tracking > Manual Tasks page.

Add an Email Step

Click Send an Email.

2. Provide a Task Name.

- This field is required.
- Assign a logical name that will make sense later when you view the task in the Concierge Tracking table. For instance, if this is an initial email to welcome a potential client who has made an inquiry, use a task name like “First Inquiry Email”.

3. “Initiate a task in”

- This field is asking, when do you want this task to occur?
- There are two fields necessary to setting the timing of a task.

For example, if a step should occur immediately, the number of days is 0 and we select “After previous step” (when there is no previous step, it will prompt the step to occur NOW). Or, if you want the step to occur 3 days before an appointment, the number of days is 3 and the selection is “Before appointment”

4. Attach a form.

- If you have integrated with RxPhoto or UpdateMyRecords, you may access any forms from these applications and attach them to the step.

5. Upload a file.

Click to browse your computer and select a maximum of five files to upload to the step.

6. Assign a Category

7. Choose Template.

Pro Tip: The content entered in the Notes field in the Marketing Template Creator becomes the Concierge Email Subject line. Be sure to create a subject line that will work well with your email template!

8. Click Save Step.

- The Save Step button will activate when the required fields have been completed.
- The step may be edited or deleted.

Add a Text Step

Click Send a Text.

2. Provide a Step Name.

- This field is required.
- Assign a logical name that will make sense later when you view the task in the Concierge Tracking table. For instance, if this is an initial text to welcome a potential client who has made an inquiry, use a task name like “First Inquiry Text”.
3. “Send Text in”
- This field is asking, when do you want to send this text?
- There are two fields necessary to setting the timing of a task.

The first is the number of days, which can be from 0 to 365, and

The second is what the number of days is based on, which is one of three options: after the previous step, after appointment, or before appointment.

For example, if the text should send immediately, the number of days is 0 and we select “After previous step” (when there is no previous step, it will prompt the text to send NOW). Or, if you want the text to send 3 days before an appointment, the number of days is 3 and the selection is “Before appointment.”

4. SMS Text

There are two options for creating and sending a text in the Send a Text step:

1 – Create a short text in the SMS Text window (shown to the right), OR
2 – Click the Choose Template button and select a template text (covered in step 7)
The SMS text field is limited to 150 characters

5. Use AI Helper.

The AI Helper can assist you with creating just the right wording for your texts.
Click Use AI Helper to open it.

6. Enter a brief description of the text you’d like to send and click Generate Text.

7. Use the “Improve Text,” “Change Tone” and “Try Again” buttons to enhance the response further.

Click Improve Text.
Select Add Creativity.

8. If you are happy with the text, click Apply Text to transfer the text to the SMS Text window in the Send a Text step.

Pro Tip: The AI Helper is also available in the Email Template Editor within the Marketing Template Creator and in the Edit SMS Template within the SMS Template Creator to help with content creation and wordsmithing your texts and emails. It is easy to use and creates great content quickly to help you move through your tasks fast!

9. Attach a form

If you have integrated with RxPhoto or UpdateMyRecords, you may access any forms from these applications and attach them to the step.
Attached forms will appear as a link below the text message.
Details of attaching forms are explained here. Don’t worry, it is super easy!

10. Assign a Category.

- There are five categories available in the dropdown to help track step activities: Administration, Clinical, Financial, Marketing and Scheduling.
- This field is not required.
7. Choose Template.
Click Choose Template to open the SMS Template Creator.
- An existing SMS template may be selected, or a new SMS template may be created and then added to the step.
- Simply click on which text template you wish to add to the step, then click “Add Selected Template to the Step”.
- A preview of the template will display in the window.

8. Click Save Step.

The Save Step button will activate when the required fields have been completed.
The step may be edited or deleted.

Repeat this process, adding additional Stages to the Pathway, and Steps to each Stage until you have created a full client journey of touchpoints that suits your organization’s needs, from Inquiry to Consultation appointment to Consultation Follow-up.

Now, let’s look at connecting the Pathway to the Client.

Start a Client on a Pathway

Set the Client’s Pathway Start Stage

Navigate to Clients > Client List.
Select the client you wish to start on a pathway.
Click on the Concierge tab.

Pro Tip: Be sure to get your client’s phone number and email so you can send texts and emails!

4. From the dropdown, select the

Stage

If you want the client to go through all the steps in the Inquiry stage, set the Pathway Start Stage to Inquiry
If the client has moved past the Inquiry stage and is ready for Consultation, set the Pathway Start Stage to Consultation

5. Click Save.

Preparing Consultation Services

Check the Consultation Box!

It is important to distinguish Consultation appointments from other appointments with Concierge, since two of the Stages in a pathway are Consultation and Consultation Follow-up.

Concierge will automatically move the client from Inquiry to Consultation when an appointment is made on the schedule that has a service marked as a Consultation.

Also, when that appointment’s status changes to “Checked Out Client,” Concierge will automatically move the client to the Consultation Follow-up stage.

For any service that is a Consultation, the Consultation checkbox must be checked!

Navigate to Inventory > Service List.
Select or create any service that will be added to a Consultation appointment.
On the General tab, check the Consultation box.

4. After all edits have been made, click Save.

Pro Tip: When a Consultation service is done, change the appointment status on the schedule to “Complete Service.”

This triggers the client to automatically move to the Consultation Follow-up stage.

Concierge Tracking

All Pathways

Concierge has built in reporting with sort and filtering functions to help you track and monitor clients’ progress and participation in Concierge.

Navigate to Marketing > Concierge > Concierge Tracking.

2. Click any column header to sort by that column.

3. Click Filter to filter by the data in any column.

4. Click in the Search box and enter criteria to search for any data in the table.

5. Click Download CSV file to download any view of the data in the table.

Manual Tasks

In Concierge Tracking, the Manual Tasks tab displays all Manual Tasks that need to be completed and those that have been marked completed.

Navigate to Marketing > Concierge Tracking.
Click the Manual Tasks tab.
If there are incomplete Manual Tasks, the number of tasks will be displayed in a red dot to the right of the title of the tab.
This table may be filtered and searched the same as the All Pathways table.
Each Manual Task that is incomplete has a red dot before its name in the list.
To view a Manual Task, click View.

7. Note the information available in the Manual Task Details.

The client’s Name and Phone is automatically included to make phone calls quick and easy.
The task description is visible but not editable. Additional comments may be added.

8. Click download to access uploaded files or attached forms.

9. Click Complete Task to mark the task Complete.

- You can also click Undo Task if the task is marked complete prematurely.
- All complete tasks move to the bottom of the Manual Tasks list.

Attach a Form

If you have an integration with RxPhoto or Update My Records, the forms you have available in these applications can also be added to the text, email and manual tasks you create in Concierge’s pathways. The Attach a Form process works the same for all three steps. We will use the Manual Task step to demonstrate how easily a form may be attached to a step.

Navigate to Concierge > a Pathway > a Stage > + Add Step.
Click Create a Manual Task.
Click Attach a Form.
From the list of available forms on the left, click on the form(s) you want to add to the step.

5. After the form(s) you wish to add to the step are in the right box, click Add Forms.

Note that you may shift forms back and forth from box to box, adjusting your selection.

6. Attached Forms will be displayed below the Attach a form button.

Upload a File

In addition to the Attach a Form feature, you can also upload a file on the Manual Task and Email steps. The process for uploading a file works the same for both steps and is like any other file upload process. We will use the Manual Task step to demonstrate how easily a file may be uploaded to a manual task or email step.

Navigate to Concierge > a Pathway > a Stage > + Add Step.
Click Create a Manual Task.
Click Upload a File.
A File Explorer or Finder window will open, allowing you to browse your computer and select a file.
- There is a limit of 5 files or a combined size of 15mb.
Uploaded files will display below the Upload a file button.