From new lead
to returning patient.
We designed the workflow from the clinic administrator’s point of view: a lead arrives, the patient gets an immediate response, the conversation continues, tasks are created, the appointment is booked — and the relationship does not disappear after the first visit.
RIGA · JURMALA / LATVIAThe difficult part starts
after the lead arrives.
A clinic can generate hundreds of enquiries and still lose patients between “I’m interested” and the treatment room.
The administrator has to respond quickly, understand what the patient needs, answer questions, follow up if they disappear, find a suitable time, book the visit and keep the relationship alive afterwards.
So we stopped looking at CRM as a database. We designed it as the clinic’s patient-conversion workflow.
What the clinic actually sees.
Below is a representative workflow showing how the connected system is designed to work. The interface is simplified to make the operational logic visible.
A lead arrives.
The enquiry enters Kommo with its source and contact details. The administrator sees a new patient to work — not another form submission buried in email.
The patient knows
we received it.
An immediate WhatsApp acknowledgement removes uncertainty while the administrator prepares a personal reply.
No answer is not
a lost lead.
If the patient is not ready to book, the administrator creates the next action in Kommo: call tomorrow, send information, remind in a week or return to the conversation later.
Conversation becomes
an appointment.
When the patient is ready, the administrator creates the appointment in Altegio while working with the lead. The sales context stays in Kommo; the actual clinic schedule lives in Altegio.
Reduce the chance
of a no-show.
The workflow continues after booking: confirmation, preparation information and reminders can become part of the patient journey instead of relying on the administrator’s memory.
The first visit is not
the end of the funnel.
The patient is now part of the clinic’s customer base. The team can continue the relationship: follow-up, next procedure, course reminders and repeat booking.
One patient journey.
Different tools doing different jobs.
Marketing should not stop
at cost per lead.
The acquisition system has to help the clinic convert interest into visits — and visits into relationships.
That means sales, follow-up, booking and retention are not separate from marketing. They are the operational continuation of it.
Every lead has
a next step.
The administrator can see where the patient is, what has already happened and what needs to happen next.
Kommo manages the relationship before booking. WhatsApp keeps the conversation human. Altegio manages the appointment. Together they create a patient journey that can continue beyond the first visit.