VIdegree Helps Cosmetic Surgery Clinic Provide Value-Added Service

Often called "Cosmetic Surgery Street," located along Section 4 of Zhongxiao East Road in a one kilometer span are over 200 cosmetic surgery clinics. In the past two years, around 30% of the cosmetic surgery clinics in the East District have gone out of business or changed management. In such an environment, cosmetic surgery clinics have begun to place large amounts of effort into differentiating themselves from the competition.

Many customers are willing to spend a great deal of money to make themselves more beautiful. During the augmentation process, cosmetic surgery clinics must not only provide high-quality medical services, but also provide their customers with spiritual support. Immediate customer service and care for their needs are imperative to helping make the customer feel at ease in the post-surgery healing process. All Pretty Clinic's CEO Mia states that their clinic not only provides a complete range of augmentation services from a highly skilled team of experienced medical professionals, but also go one step further in their customer service by providing each customer with the care of a dedicated professional post-surgery counselor. It is for this purpose that All Pretty decided to implement GSS's VIdegree Customer Relationship Management service. The cloud based CRM platform helps them to keep perfect track of appointments, consultation, and post-op services. Mia stresses that, "VIdegree's interface really is quite easy to use, and its support of different types of devices is very complete, allowing us to use the service very effectively."

To provide customers with our dedicated counseling services, the counselor must be familiar with the customer's medical history. For example, any surgery or enhancements they have had previously, or the extent of surgery or dosage used for enhancement. Post-operative care is to provide customers with answers to any questions they might have immediately, "During the post-operative recovery period is when customers are usually the most fragile and nervous emotionally. Any sort of discomfort can make them uneasy, and keep them from getting the rest they need. At this time, they have a great need for 24-hour a day customer service and support." Once our beauty counselors receive a call from a customer, they are immediately able to use the VIdegree mobile application to search for the customer's information, and answer any questions they might have without having to wait until entering the office the next day. In this manner, not only is the customer immediately set at ease, records of the problem can also be directly recorded on the cloud using the mobile APP. "Thanks to the fact that VIdegree supports multiple devices (mobile phone, tablets, and PC), we have been able to increase our overall work productivity by a great deal."

Many of our customers often purchase ten or even twenty treatment courses at once, then forget how many courses they have or forget to come back and use their credits. In these cases, our counselors need take initiative and help remind while also assisting them support in any any area necessary. For our counselors who often have to call our customers to remind to make an appointment for their next visit, VIdegree's "task reminder" feature comes in handy. Push notifications on the application help counselors know which patients should be coming back for their next visit soon and for what treatment. In addition, All Pretty also uses "contact scripts" to send post-operative care information to customers. Mia uses the Fraxel laser treatment as example, "After customer's receive laser treatment, they will receive steps and directions for what to do after the treatment on a regular basis such as, use cold water to wash face in the 2-3 days after treatment, generously moisturize face on days 3-7, remember to use the ointment provided regularly and on time and etc. Proper post-treatment care helps achieve the results customers are looking for, increasing customer satisfaction and improving the clinic's reputation.

In the highly competitive world of cosmetic surgery and dermatology, All Pretty stands out from the crowd. Not only through providing excellent medical care, but also through its value-adding customer service. "Our dedicated, attentive, and immediate customer service has helped us win the trust of our customers. GSS's VIdegree has been the perfect tool in helping us achieve all of this." Mia further touches on, "Our memory is never as good as we think. It's quite possible to forget something you said or did just 3 or 5 days ago. That's why we need to make records! If you're able to remember everything without help, that means you don't have enough business. The more customers you have, the more you have to remember which makes taking records that much more important. So don't wait until later, but start making it a habit to take records now. Managing customer information is necessary for continued growth."