Automated Booking and Invoicing for Aligner Therapy

Healthcare

Customer rating

4.9

This ranking reflects our expertise and success

Automated Booking and Invoicing for Aligner Therapy

About the Customer

The customer is a provider of modern aligner therapy, revolutionizing dental care across Europe. As a German market leader, the company empowers over 250 partner practices in 10 countries with the latest solutions, ensuring top-tier consultation and treatment standards. Driven by a mission to make people smile, the company continues to set industry benchmarks through innovation, high quality, and a rapidly growing international presence.

Location:Germany

Project overview

The customer partnered with Andersen to streamline operations, enhance sales productivity, and improve client experience through automation and system integrations. A new online booking system eliminated manual scheduling, enabling real-time appointment management and better sales visibility. Automated invoicing and billing processes reduced errors and improved financial oversight.

To optimize patient treatment flows, Andersen introduced automated email management, referral discounts, and real-time order tracking, ensuring seamless communication and reducing manual work. Enhanced data management and security controls improved system reliability and accuracy.

With these advancements, the customer now operates on a more efficient, scalable, and data-driven platform, boosting sales performance and operational effectiveness.

Duration36 months

Technologies

Salesforce

Service Cloud

Sales Cloud

Integration

Customer Challenge

The lack of online booking for doctor appointments was inconvenient, and there were no automatic appointment reminders. As a result, missed appointments led to financial losses for the clinic.
There was no synchronization between the information the clients were leaving on the website and Salesforce, which required manual input and resulted in information loss if not entered correctly.
Information was stored in a number of different systems, so the customer had a lack of 360-degree view of clients in its CRM.
The large number of records in Salesforce resulted in longer retrieval times, outdated information, and irrelevant records.
When a patient returned to the clinic and requested a discount, the company manually created a note in Salesforce and analyzed the opportunity and discount size, which was a time-consuming process. The discount amount was subjectively determined.
The number of referral codes generated by the third-party application was close to the limit in Salesforce. These codes were stored in Salesforce as normal records and took up a lot of space. The customer’s project manager had to maintain and generate these referral codes manually every month.
If an error occurred in the invoice, it couldn't be corrected. An employee had to create a new invoice and pay for the cancellation of the previous one, as it was processed through third-party software.
Communication between Salesforce and external services was established without proper error handling, resulting in inconsistent data if an error occurred.
The fulfilment partner didn’t have sufficient production capacity to scale operations and support the growth of the customer’s business. The lack of information about the status of the manufacturing orders had a negative impact on customer experience and prevented the business from measuring performance. The customer wanted to move the production and distribution to another facility to reduce costs and waiting time, and be able to track orders.

Solution

Andersen’s developers implemented an online booking system on the customer’s website by using Apex code and integrating Salesforce with the booking system, with all data being duplicated in Salesforce. Clients no longer need to call in to make a reservation, as they can view all available slots in real time. When a reservation is made, it is recorded in Salesforce, and the customer automatically receives a reminder of the booking. Salesforce users are now able to see booking information on the client records, which significantly improves the 360-degree view.

Our team helped the company automate their invoicing process by creating custom functionality and integration with the back-end microservice for invoice generation. This enables manual changes to be made to invoices, providing more control over the entire invoicing process. Also, it is possible to view the invoicing and billing history of clients.

Andersen’s team implemented automation by integrating email with Salesforce and Braze, which has improved the company's email management.

We conducted an integration with Zendesk, which has led to automation and improved client support. It is now possible to see the support history and influence marketing strategy by only sending marketing emails when the support case is closed. Also, this helped with treatment discounts, which are now automatically calculated based on the specified parameters entered in the required fields in Salesforce.

Andersen’s engineers also integrated the system with Talon.One for better referral management. The referral discount is now provided automatically without duplicate values and project manager involvement.

Andersen’s developers established an integration with a new production facility. The way of creation of fulfilment and manufacturing orders was changed, and their statuses, along with all relevant information, can be monitored in real-time. Now, Salesforce users can see the current status of aligner production in a client's record and use this information to send emails to the client.

Finally, Andersen’s consultants are responsible for keeping data up to date to ensure cleanliness and correctness. They manage all support requests and users’ administrative needs and are in charge of customizing security settings, including roles and profile setup.

Results and Benefits

Thanks to implementing automatic appointment reminders, missed appointments decreased by 70%.
The customer now controls 100% of the shipping data, which opened new frontiers for management and communication.
Integration with Talon.One saved project managers around an hour per month and saved 40MB of memory.
Automating 3,000 tasks save client support agents 100 hours per month.
Client 360-degree view increased by 70% due to the automation and integration of data from all sources.
Sales increased by 8% thanks to automation and tracking of expiration dates of existing contracts by the company.
The savings resulting from reduced cancelled orders that required payments to the third-party software amounted to 500,000 EUR per year.
Company managers reported an overall increase in staff motivation and a threefold decrease in complaints about monotonous work.
The entire history of communication with clients is recorded in Salesforce, allowing the company to track the clients' progress and forecast revenue. Salesforce data is always up to date, cutting the time required to find and retrieve necessary information from the system by half.
The waiting period for clients is reduced significantly – from 10 days to 3-4 days, meaning that now, the clients confirming their orders on Monday will receive them by Friday. The cost of order fulfilment is reduced by approximately 50%.
The number of errors made by specialists in orders decreased by 23%.

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