Our client brings the dentist office to corporate offices, delivering more convenient, better healthcare. But when COVID hit, their market collapsed.
The leadership team saw an opportunity to pivot into COVID testing. Within a one month period, Invisible paused all dental operations and began to run three major COVID operations processes at once. The company successfully pivoted and now delivers services in both markets.
Invisible partnered with this unique dental practice for years, managing lead generation, candidate sourcing, and patient communications. When COVID hit, the demand for services shrunk and the team needed back-office support for COVID test processing, test filing, and customer support...urgently.
Invisible started a customer support line in nine days, spun up automated COVID test reporting and filing with the government --with our HIPPA certified team of agents--while improving our executive support solutions all in a 90 day period.
So, how did Invisible enable the pivot?
First, processes the team no longer needed dropped to zero immediately. Second, when it came to taking new processes from zero to 60, here's what we did:
The CEO used Invisible for 24/7 scheduling support.
Launched a new function in 9 days, saving 20% costs: We stood up a customer service function in 9 days, recruiting a dedicated team to manage phone and email support on a continuous basis. Not only did Invisible choose the best call-waiting music and build an 80 page operational runbook, we also saved the company 20% on support management costs.
Nearly doubled the Chief of Staff's time: Reporting test results to the governments of 12 different states (each with variable reporting requirements) had quickly ballooned to take nearly 80% of the Chief of Staff's time. With Invisible on the job, she got more than half of that back for other mission-critical processes.
The Marketing Leader used Invisible to source sales prospects and partners, whether dental offices or pharmacies.
The Head of Product used Invisible to automate test reporting, running 4 checks / day, every day. The team had been manually processing test results from a network of pharmacies and ensuring they went to the right patient at the right time. Our automation scraped results from pharmacies every five hours, and tied that in to an email workflow managed by a fully HIPAA certified team. This meant we were able to support the team's 3x growth.
Enabled by our support, the business grew three times and was even featured on Good Morning America. And, as COVID abates, we've spun up old processes again.
Unlike other over-automated or rigid partners, we aren't just able to change course, we're able to reverse course. Invisible is now managing lead generation and patient scheduling again, ultimately supporting two fully aligned businesses in different industries.
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