Orion - Plato Integration

Situation & Challenges

Our orthopaedic surgery client Orion uses Plato for current patient information and medical records, but HubSpot for marketing activities. Because being in touch with existing clients is so crucial to their success, not having these platforms synced was detrimental to their reporting, productivity, client communication, and marketing efforts.

Without these two softwares working together:

Our team couldn’t track our marketing results accurately
Neither of our teams could filter or segment contacts for marketing purposes
Orion’s team was wasting time inputting data manually

What Orion Needed

Orion needed a solution that would make their team more efficient and productive, while helping to create a delightful marketing journey. They needed a solution that would:

Sync Plato and HubSpot seamlessly*
Allow them to segment lists by patient type, injury, and procedures performed
Automate aspects of patient intake and communication
Alert them to any trends in new patients and/or injuries
Keep past clients updated on new information or data regarding their recovery or insurance

*The integration was created with patient confidentiality in mind. The sync put no sensitive data at risk.

How We Integrated Plato + HubSpot

Patient Intake + Marketing Alignment

We worked with Orion to ensure all parties were on the same page when it came to what was needed in this integration, and what specifically it would solve.

We mapped out their current processes and outlined the areas that needed improvement. We then had the marketing team outline their biggest pain points so we could all be clear on our biggest priorities.

Property Mapping and Configuration

Once all parties were on the same page, our team got to work mapping different properties and tags in Plato and ensuring they had matching destinations in HubSpot. Our integration specialist mapped out each and every data point, set up a few APIs for data retrieval, and rolled out the integration.

New Marketing Campaign Rollouts

With Plato and HubSpot synced, we were able to help Orion roll out some vital workflows, campaigns, and reports that would transform their customer experience and improve their marketing efforts:

We automated the patient intake and initial scheduling process through HubSpot workflows.
We set up automated emails for patients as they hit their one month mark following discharge to remind them to schedule a follow-up appointment.
We set up workflows for patients who were undecided on surgery to follow-up regularly and create automated follow-up tasks when these patients are engaging.
We segmented their lists into injury / surgery type for quick one-off email updates based on new research or data on the patient’s injury.
We created lists based on insurance provider to update patients on changes to their plans.
We created a centralised dashboard for their team to quickly and easily view new patient data, injury types, insurance provider breakdowns, and more.

Improving Quality of Life in Singapore

Orion’s medical and marketing teams are more aligned than ever before, and patients are experiencing quicker and more delightful customer journeys. Admins at Orion have less manual data entry to deal with, resulting in far more time for and focus on getting patients back to full health!

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