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How BrainHi simplified Nova Derm’s complex client intake process

In 2019, while on a search for a solution to their high volume of missed calls, the team at the Nova Derm Center for Dermo-Aesthetic and Laser came across BrainHi. Bryan Ortiz, Vice President of Operations at Nova Derm, knew that the business would need a customized solution given that they request a great deal of client information and offer a wide range of services across their three locations.

Over 1,000 missed calls a week

Given Nova Derm’s specific business needs, the Nova Derm team worked closely with BrainHi engineers to design a workflow that would benefit both NovaDerm clients and Novaderm staff: “We met on multiple occasions to brainstorming and define a process that I believed could work for us. From there, we implemented a solution that aligned with all of our goals,” shared Bryan Ortiz.

Now, over 10,000 missed phone calls have been rescued

“I know that BrainHi works - our return on investment has been positive,” according to Ortiz. In barely four months, BrainHi has coordinated more than 2,000 patient appointments and has recovered over 10,000 missed calls across NovaDerm’s three offices. “Before, there were thousands of people trying to call and they weren’t being attended to. Now, there are no cancelled appointments. The software is working and that’s what I care about the most. With BrainHi, we can now even automatically refer patients to the correct facility according to the service they request. Before, this scenario would cost us time through multiple phone calls and phone tag.”

"I’ve always known BrainHi’s service to be excellent. They worked with us until we could design the best processes for our business. That’s what makes them different from other companies. With BrainHi, we can give each of our patients the best customer service."

What BrainHi means to NovaDerm

¨I’ve always known BrainHi’s service to be excellent. They worked with us until we could design the best processes for our business. That’s what makes them different from other companies. With BrainHi, we can give each of our patients the best customer service. That wouldn’t have happened even with a call center. BrainHi is that extra help we need to make sure we don’t miss any communication with our new or existing clients.” concludes Bryan Ortiz.

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