Need
The need to automate the work processes of curators and create a unified registry of appeals. Before the project began, supervisors handled applications manually through Google - documents and email - which slowed down the process and increased the likelihood of errors. Key issues:
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More than 3,000 requests per month required manual processing, which increased the workload on employees and reduced the response rate to requests
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Lack of automation in the selection of medical institutions: the selection of a medical institution for patient treatment was carried out manually by a curator
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Applications were received through various channels (hotline, feedback form on the website, social networks, etc.), but their subsequent processing did not have a centralized registry
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The lack of an automated notification system and document submission control hindered user interaction
Solution
Creating a link to your personal account on the msz.rf website and the internal portal based on Bitrix24. This approach allowed for the integration of all processes into a single information system and the creation of a convenient working space for curators.
Result
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Unified Register of Applications: All user appeals are combined into a single register, which simplifies the management and control of their processing
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Reducing the workload on curators: the system of automatic application routing and the automation of the processes of selecting medical institutions made it possible to reduce the workload of curators and accelerate the processing of applications
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Acceleration of application processing: automation of patient interaction and automatic distribution of appeals made it possible to significantly reduce response time
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Back-office on Bitrix24: Curators can access all applications in a single interface, manage the application queue, and monitor their status
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Automation of the document verification process: the system automatically informs supervisors and patients about events such as the need to upload documents for a specific medical organization, which simplifies and speeds up document collection
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Transparency and control: Company management gained access to analytics on curators' workload, application processing status, and processing speed
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User Personal Account: Allows users to submit requests, upload necessary documents, and track processing status
Details of implementation
Integration of the personal account on the msz.rf website with CRM Bitrix24
The personal account has become a user interface, and Bitrix24 has become a back office for curators.
Creation of automated business processes
- Automatic selection of medical institutions for the profile of the disease based on the list of organizations;
- Automatic verification of uploaded documents: the user uploads the documents, and the system verifies their compliance with the requirements of the medical organization;
- Notifications for Curators: When key events occur (new appeal, uploaded documents), automatic notifications are sent to curators;
- Automatic distribution of applications: The system automatically distributes appeals among supervisors based on their workload and current employment.
Integration of additional project websites (for example, "Birth in Moscow" and others) with the Bitrix24 portal
Customize CRM
- Sales funnels have been developed;
- Custom fields and tasks have been added to account for healthcare facilities and services.
Prospects scaling
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Optimization of analytical tools Add more detailed reports on application processing, curators' pace, and request dynamics
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Mobile app support Access to the personal account functionality through the mobile application will improve user convenience
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System integration with telephony Allows automatic identification of the user by phone number and linking the call to an existing request in CRM
Other cases
in the Corporate IT Solutions and Services
Hello!
- 100164, Uzbekistan, Toshkent shahri
- Mirzo Ulug'bek tumani, Tepamasjid ko'chasi, 4a-uy (IT PARK)
- OOO “AARTIT”
- TIN: 309036675, OKED 62 01 0
- p/s 2020 8000 4054 5983 6001
- v/s 2020 8840 7054 5983 6001
- ASIA ALLIANCE BANK JSCB,
- Mirabad branch, MFO 01124
- Director: SAMOYLENKO YURIY IGOREVICH
- 100164, Uzbekistan, Toshkent shahri
- Mirzo Ulug'bek tumani, Tepamasjid ko'chasi, 4a-uy (IT PARK)
- OOO “AARTIT”
- TIN: 309036675, OKED 62 01 0
- p/s 2020 8000 4054 5983 6001
- v/s 2020 8840 7054 5983 6001
- ASIA ALLIANCE BANK JSCB,
- Mirabad branch, MFO 01124
- Director: SAMOYLENKO YURIY IGOREVICH
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The consent has been given to the Operator to perform the following actions with my personal data using automation tools and/or without using such tools: collection, systematization, accumulation, storage, clarification (updating, modification), use, depersonalization, as well as carrying out any other actions stipulated by applicable law, both non-automated and automated.
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