Flow Chart - Detailed Process & Explanation
1. Registration Form Completion
Actions completed:
Customer Account is created on the CRM
All Customer data completed in the form is attached to customer profile
Customer Permissions and Legal basis of why we can contact the customer are also saved to their profile
Registration page that customer entered on is also saved
“Next Medication Date” is automatically calculated based on user entered: “First Medication Date” - (Calculation is “First Medication Date” +30)
Customers are automatically enrolled in the subsequent workflows to receive reminder notifications.
SMS #002-1B is sent
Customer Account is updated to show sent and open status of these notifications
Additional Information
Registration form has been developed as an iFrame / plugin that can be embedded to any website or page.
One compliance partner has been added, but we can add several if you like.
2. 14 days before Medication Date
Trigger: 14 days before “Next Medication Date” at 9:00am
Actions completed:
SMS #002-2B is sent
Customer Account is updated to show sent and open status of these notifications
3. 1 day before Medication Date
Trigger: 1 day before “Next Medication Date” at 9:00am
Actions completed:
SMS #002-3B is sent
Customer Account is updated to show sent and open status of these notifications
Additional Information
Would you like me to add a CTA for the customer to contact you if they are unsure how to take the medicine or if they have everything they need?
Pros: Improved adherence Cons: More work for Customer Service Agents
3. Day of Medication
Trigger: Day of “Next Medication Date” at 9:00am
Actions completed:
Customer Account is updated:
Automatically update data field “Last Taken Medication Date” to Today
Automatically Update “Next Medication Date” to - “Last Taken Medication Date” + 30 days
Customer is automatically enrolled in the Reminder loop until Medicine Cycle is completed
SMS #002-4B is sent
Customer Account is updated to show sent and open status of these notifications
(The customer is guided to complete an Adherence From that notifies you that they have taken the medicine and at what date.)
Additional Information
Depending on the medicine I would recommend providing a set of instructions on how to take the medication or prepare to take it.
4. Compliance Escalation 1
Trigger: If Adherence form has not been completed by: 12:00PM +1 Day of “Last Taken Medication Date”
Actions completed:
Customer Account is updated:
“Lead status” is updated to “Currently Not Compliant”
Note is added to file to say: “Customer has not notified us that they have taken the medication 1 day after the medication date”
SMS #002-5B is sent
Customer Account is updated to show sent and open status of these notifications
Additional Information
These additional data points allow the customer to appear in Custom Views that make it easy for service agents to call them, and for them to feature in reporting dashboards and KPIs.
5. Compliance Escalation 2
Trigger: If Adherence form has not been completed by: 12:00PM +2 Days of “Last Taken Medication Date”
Actions completed:
Customer Account is updated:
Note is added to file to say: “Customer has not notified us that they have taken the medication 2 days after the medication date”
Task is created “Call customer urgently” and is assigned to Customer Service Agent responsible for the patient
SMS #002-6B is sent
Customer Account is updated to show sent and open status of these notifications
Email is sent to any management to notify them of “High Risk Customer”
6. Adherence form Completed
Trigger: If Adherence form is completed.
Actions completed:
Customer Account is updated:
“Lead status” is updated to “Currently Compliant”
Data field “Last Taken Medication Date” is updated to customer entered date
Automatically Update “Next Medication Date” to -“Last Taken Medication Date” + 30 days
SMS #002-10B is sent
Customer Account is updated to show sent and open status of these notifications
Additional Workflows:
Registration Form Error
Trigger: Registration form is completed with errors - Email #002-1A or SMS #002-1B is Undelivered
Actions completed:
Customer Account is updated:
“Lead status” is updated to “Onboarded with Error”
Data field “Last Taken Medication Date” is cleared
Data field “Next Medication Date” is cleared
SMS #002-11B is sent
Customer Account is updated to show sent and open status of these notifications
Additional Information
The customer is guided to a form to register with the correct details (the form is dynamic to address only the data issue they have)