Business process maps visually represents how you handle a lead from the initial contact through to becoming a patient and even into the customer service and referral stages of the customer life-cycle. Maps or workflow define all of the tasks that have to occur to successfully turn a lead into a patient. This places the map as the driving force that controls all of tasks performed by leads, agents and Influx automation.
Before we look at the parts of your workflow in detail, let’s take a moment to turn the entire process upside down and work backward through a map as the fastest way to see why it is structured as it is.
As mentioned earlier a map is a collection of all the tasks that have to be completed to take a lead from a point A to a point B. Each task in Influx is called a step. All the steps together take you the full length of the map. Of course, just completing all the steps isn’t enough to have an efficient workflow. You usually have to perform steps in order or at least close together because of dependencies that may exist between them. There is no point calling a lead before the lead has provided a phone number!
Influx doesn’t force you to perform steps in a specific order. Instead we group related steps together in an informal grouping called a track. So for one track we may have all of the steps that are related to receiving a contact from the lead and making them feel welcome and appreciated. In another track we might group all of the insurance related tasks and in yet another track we may have steps related to pre-surgical tests and completion of other requirements. Exactly how the steps are grouped together is over to you based on your workflow.
While Influx does not insist on steps being completed in a particular order, it draws the line at tracks. One track must be complete before the lead workflow can move forward. The exception to this is video tracks – but we will discuss them a little later.
So you see, to completely manage a lead we perform steps in no particular order that are grouped together in tracks and that tracks are completed sequentially until all of them are finished. All that is left is to wrap all of the steps and tracks up into a container that we call a map. So a map contains a sequence of tracks that contain a group of steps.
This is the foundation for managing a lead that we can look at and then begin to automate.
Everything that occurs in our lead management workflow is related to completing a step or a track or a map. To automate our workflow we simply tell Influx to perform an action automatically when some condition occurs somewhere in the lead map. If the map is opened send an email. If a track is closed, provide more information depending on the value of a specific step in the closed tack. If the new track is open and the step is not completed after 5 days alert someone – unless the lead has watched all 5 videos.
Automations are capable of performing repetitive tasks when extremely complex conditions are met. The result is that Influx has the ability to provide exactly the right information at exactly the time it is needed for the lead to make a decision in favor of your practice.
Before we delve too deeply into the possibilities let’s take another look at workflow as we learn how to fit some of the pieces together in a basic and functional way.