UNDERSTANDING WORKFLOW (1 of 3)
Setting up an Influx workflow or Map is the responsibility of administrators. As an agent you are working with Influx as a lead progresses through a map so your input to map creation is important to both efficient movement of the lead and also the ease of doing your job. Understanding how Influx can be used to make your process work better will help you make workflow suggestions.
With Influx you are not forced to work within an industry standard or cookie cutter method for nurturing leads. Instead, you take the process that already exists in your practice and recreate this workflow within Influx. The workflow becomes an Influx map. Because you are working in the same way you always have, incorporating Influx into your work environment is made much easier.
Lead nurturing workflows are based on developing a relationship of trust with leads. Interaction between leads and an agents are essential for this to occur so as you review your workflows, look for as many opportunities to make direct contact with the lead as possible. While it is possible to have Influx handle the entire lead workflow without once having an agent directly communicate with a lead, it is unlikely to benefit the practice if you do so.
Let’s review some of the tasks that Influx is best suited to:
- Acknowledging receipt of communication: When a lead makes contact with your practice, your priority is to respond as quickly as possible. Influx can take care of this for you with a smart response based on the information that the lead is requesting. The initial response is just an interim measure between the time the lead contacts and when the agent reaches out to the lead by telephone. Telephone contact is the most important first step in your lead nurturing map.
- Notifications to agents: Influx can email you anytime a lead contact is made or a message is sent. If you don’t intend to have Influx open throughout the day, be sure to turn on notifications so you can respond quickly to leads you are nurturing.
- Reminders: Influx never forgets anything. This is a useful feature to have in a busy practice and certainly one you can use to your advantage. Influx can respond when something happens or sometimes more importantly when something does not happen. For example, if a lead contacts you but you are unable to reach the lead by phone, Influx can start a series of emails in an attempt to draw the lead into contacting again. This series is often referred to as a drip campaign and can be used in several situations where you would like to simply keep communication channels open without badgering the lead.
- Video and education management: If you use a seminar as a step in your intake process, Influx can manage access and tracking for you completely. If leads don’t complete videos Influx can politely prompt them to do so. When they are completed a seminar, you can be notified so that the lead can continue with the rest of the process.
- Answer common questions: You are probably aware of many frequently asked questions that you find yourself answering again and again. Influx can assume this role for you either completely automatically or with your guidance using macros.
- Long-term Follow up: Let’s face it, not everyone who contacts you is ready to act. In fact, most of your contacts are auditioning a number of practices at the same time. Instead of spending time on leads that are not ready to move forward, you can hand them over to Influx to send out periodic updates or newsletters and keep your practice’s brand in front of them for when they are ready to move forward.
- Patient Satisfaction: Up until now we have been discussing how Influx can help you with nurturing leads. However, once a lead becomes a patient there is a whole lot more that Influx can do to maintain a strong relationship between your practice and patients. We’ll discuss this later, but for now just remember that Patient Relationship Management covers the entire patient life-cycle in your practice not just the sales part.