Reputation Management in EXACT for Customer Radar

Asia Pacific Customers Only, UK customers please see: Reputation Manager

Customer Radar allows your practice to send feedback surveys to patients post appointment from EXACT and receive feedback back from your patients. You can customize your feedback messaging to get feedback on whatever suits your practice and it's all neatly stored in the Customer Radar dashboard. More importantly, it allows patients to review your practice on Google Reviews.

Benefits:

• Promotes Google Reviews - Allowing your patients to leave their feedback not only on Customer Radar but Google Reviews.

• Brand reputation protection - As bad reviews if not collected would result in patients going right to Google reviews and leaving a bad review that can never be deleted.

• Business improvement strategies - Getting feedback allows your practice to hone into what is good and what is ugly.

Setup Reputation Message to send

Select Patients

Apply SMS or Email templates to Customer Radar Patient Query

Setup Reputation Message to send

This is where you will learn how to create SMS or Email templates to send out to get reputation feedback.

1. Click configure then “SMS Templates”

2. Click “+1”

Here is where you add your content for the message and you can give it a name and code - we suggest both be named clearly what they are. ie: SMSFEEDBACK1

Select Patients

1. Go Configure, Automatic Appointment Follow-ups, then click next to see the screen below

2. Click the lined menu button then "+1" to create a new patient search query.

3. Click “insert patient selections” on the Add query template window.

4. Select "Communication Sent" then click "ok"

5. Here is where you can set your survey to only go out to patients who either have or have not received their reputation survey in the last X months. This is so you do not bombard your patients with surveys and perhaps only survey them once or twice a year. Your choice.

In this example, we are going to set it to: “Go out to patients who have NOT “Patients without” received a Reputation Survey SMS in the last 12 months.”

Please make sure you select the right SMS or EMAIL template as per the highlighted box in the screenshot below.

Click “OK” then “OK” then… “OK”.

6. Click Finish if you're happy with the configuration to save the changes

With all the above set. Your EXACT should look something like this and you are ready to go, press Finish to save.

Apply SMS or Email templates to Customer Radar Patient Query

THE MINIMUM VERSION OF EXACT TO ENABLE THIS QUERY IS 13.452

Step 1. Go to the Automatic Appointment Follow-ups window in Exact as per section A of this document.

• Step 2. Select the TYPE of communication means such as SMS, Letter or Email.

• Step 3. Select the times in-which you want the comm to go out ie: 1 hour (Note: This is how long after their appointment you want the message to be sent).

• Step 4. Select the template you created in section B.

• Step 5. Select patients template (see section C)

• Step 6. Click Finish.

You are done! Your new brand message will be sent out via the TYPE of message you want to send X hours/days after their appointment to a group of customers using your new template.

ie: Send an EMAIL with CUSTRADAR template, 1 hour after an appointment to patients who have not received this message before in the past 12 months.