Business Relationship Software Feature Article

Dr. David Wallace considers GoldMine and FrontRange Solutions partner "mission critical" to achieving his vision of patient care.

When Dr. David Wallace realized that more than just surgical expertise was needed to make LA Sight (his ophthalmology practice and laser center) a success, he turned to GoldMine software from FrontRange Solutions and FrontRange Partner Relationship Automation for customization services.

Dr. Wallace knew a customer-focused "front-end" of the practice needed to be supported by strong "back-end" systems that could effectively track activities, measure results and monitor client progress through each step of the patient experience with LA Sight. To implement this vision, Relationship Automation installed and creatively customized GoldMine Corporate Edition

Automated processes in GoldMine drive initiatives designed to enhance patient service and office productivity. GoldMine not only tracks patient contacts, schedules and sales, but also serves as a valuable marketing resource by recording every step in the clinic's marketing process - from first contact to consultation to follow-up. Automating these processes frees the staff to focus on patient needs other than filling out paperwork.

The center's efforts have paid off. LA Sight has grown at a rate of approximately 50 percent each year for the past three years - triple the national average for year-over-year growth for laser vision centers.

"I picked GoldMine because the LASIK business is all about customer relationship management," Dr. Wallace said. "GoldMine offered us the backbone of an excellent Windows-based CRM product with SQL compatibility."

Relationship Automation customized GoldMine to provide LA Sight with several crucial capabilities:

+ Tracking Client Progress

GoldMine allows the staff to efficiently manage scheduling, e-mail correspondence and client-contact history information. With customizations by Relationship Automation, this not only allows the entire staff to see the status of any patient at a glance, but also enforce consistent record keeping for the center.The integration of GoldMine with the center's Web site allows staff members to effectively follow up on visitor data - from online queries to registration information.

+ Automated Patient Communications

With Relationship Automation's GoldMine customizations, each patient receives a phone call and automated email reminder about every appointment - a step that has helped reduce missed appointments and increased staff productivity. GoldMine also enables LA Sight to maintain a relationship with an after-hours call center, whose staff is able to securely connect to the system to handle overflow and after-hours calls.

+ Customized Reporting

Relationship Automation also tied GoldMine to the vision center's accounting/billing system enabling a seamless interchange of data. Customized reporting helps the LA Sight staff stay on top of appointments, measure results and easily compare weekly online consultations, surgeries and follow-ups against previous periods.

According to Wallace, Relationship Automation's ability to tailor GoldMine to meet the growing needs of his business has made GoldMine "mission critical to achieving his vision for LA Sight."

"Our core business is patient care," Wallace continued. "Through a combined effort involving all staff and systems, including Goldmine and Relationship Automation, the center is able too provide great patient care in a friendly and efficient environment, cultivating both professional credibility and the perception of value."