Frictionless scale: more than 360,000 automated appointment confirmations and a 50% reduction in service time for the sales team.
Frictionless scale: more than 360,000automated appointmentconfirmations and a 50% reductionin service time for thesales team.
Grupo BM2 was growing, but its processes weren't keeping pace. With around 30,000 appointments to confirm manually every month, the team spent far too much time on operational tasks at the expense of strategic work.
According to data from Brazil's digital health sector, companies that rely on manual scheduling processes can see no-show rates as high as 82%, resulting in significant revenue loss. The lack of integration between systems also prevented a complete view of the customer, which is essential for strategic decision-making.
Our approach was straightforward: turn manual processes into automated workflows without losing the personal touch. We mapped the scheduling cycle, pinpointing exactly where the team's time was being consumed.
WhatsApp was decisive: used by 92% of Brazilian adults (Canaltech/IBGE), the channel delivers higher open rates than traditional channels, along with more natural conversations. Automation through Marketing Cloud personalized each message based on the customer's profile and the type of service requested.
We integrated all three systems (ClinicWeb, GSAdmin and Protheus) with Salesforce, creating a single, solid foundation for strategic decision-making.
Automating 100% of appointment confirmations freed the team to focus on relationships and consultative selling. The 50% reduction in sales service time enabled more strategic, personalized interactions.
BM2 now confirms 100% of its appointments automatically (more than 360,000 in the first year alone), with unified real-time data that makes it easier to replicate best practices and continuously optimize processes.
