Capture the context
Keep the source and customer needs together so the next colleague can continue the conversation without starting again.
The CX Suite by CVMView the brief overview
Industry solutions
Clinics
Explore how the three CX Suite products — LeadMe, SurveyMe and CaseMe — support this industry, with use cases, workflows, responsibilities and measures.
Explore all three products ↓LeadMeProduct preview
LeadMe — Help the reception team manage appointment enquiries
Illustrative operating examples, not client results or a promised return.
A use case in practice
A person contacts a clinic after hours to ask about a consultation. Record the administrative request, preferred clinic and suitable callback or appointment times. Approved information can answer questions about location and booking, while suitability or treatment questions go to a qualified clinician. Reception confirms the appointment through the clinic's agreed process and records attendance or a request to rearrange.
Other uses within the industry
Dental and multi-site clinics can assign incoming enquiries while reception staff are serving patients. Follow-up should respect the person's contact choices. The workflow concerns administrative access to an appointment; it does not assess symptoms, diagnose, recommend treatment or promise a clinical result.
Explore LeadMe in detailWorkflow and responsibilities
Agree the next step
Assign a responsible colleague, agree the follow-up and confirm availability before committing to an appointment. Connected calendars and messaging are configured for the agreed rollout.
Record the outcome
Record attendance and the eventual decision. Separate enquiries, requests and confirmed outcomes so management can see where opportunities stop progressing.
What the team records and management sees
Information to capture
Administrative enquiry; preferred clinic; contact preference; requested appointment; assigned receptionist
Responsible team
Reception or appointment coordinator; clinical questions go to a licensed professional
Measures to review
Enquiry response, appointment requests, confirmations, attendance and rearranged visits
Start with your own baseline and compare like-for-like periods after rollout. Use confirmed activity and outcomes to assess performance; illustrative examples are not guaranteed results.
An example conversation for this industry
Illustrative conversation with fictional details; wording and connections are agreed before rollout.
SurveyMe — Listen privately to feedback about the clinic service experience
Illustrative operating examples, not client results or a promised return.
A use case in practice
After a visit, the clinic invites private feedback about booking, reception, waiting time and communication. A low waiting-time score with a request for a callback gives the clinic manager an administrative service issue to address. Results help compare locations and identify repeated delays without asking for a diagnosis, medical history or treatment details in a WhatsApp survey.
Other uses within the industry
Use separate questions for access to appointments and the experience at reception, so the team can act on the result. Public review invitations, where approved, should be neutral regardless of score. These service measures are not a measure of clinical effectiveness or an assessment of a practitioner's medical judgement.
Explore SurveyMe in detailWorkflow and responsibilities
Choose the journey
Agree the contact permission, event and timing for the invitation. Use a consistent question set for each journey and avoid mixing unrelated experiences in one score.
Listen and compare
Review scores with response volumes and the comments behind them. Compare equivalent branches, stages and periods, then identify themes that the team can act on.
Assign follow-up
Agree which feedback needs a callback and who owns it. Where a CaseMe connection is configured, keep the response and service-recovery outcome linked to the concern.
What the team records and management sees
Information to capture
Clinic location; administrative journey; booking and waiting ratings; optional service comment
Responsible team
Clinic manager or administrative patient-experience lead
Measures to review
Response participation, administrative satisfaction, waiting and reception themes, location trends
Start with your own baseline and compare like-for-like periods after rollout. Use confirmed activity and outcomes to assess performance; illustrative examples are not guaranteed results.
An example conversation for this industry
Illustrative conversation with fictional details; wording and connections are agreed before rollout.
CaseMe — Give billing and waiting-time concerns a private follow-up
Illustrative operating examples, not client results or a promised return.
A use case in practice
A patient reports a long wait or asks for an explanation of a bill. The clinic manager receives the service concern, arranges a private callback and records the administrative action and follow-up date. The record shows who is responsible and whether the agreed response was completed, while medical information stays in the clinic's approved clinical systems.
Other uses within the industry
Appointment changes and reception communication issues can be categorised for service improvement. A clinical concern must be passed to the clinic's designated professional process; an urgent health issue must not wait in a routine customer-service queue. Access and data handling are agreed with the clinic before rollout.
Explore CaseMe in detailWorkflow and responsibilities
Record the concern
Capture the service issue and relevant reference, then categorise it so it reaches the right team. Use approved systems for sensitive supporting records.
Assign the action
Set a named owner, next action and due date. Define who reviews overdue work and how escalation should operate for this service, rather than leaving responsibility in a shared inbox.
Confirm the outcome
Record what was done, the customer update and any remaining follow-up. Review repeat causes and case age so the team can improve the underlying service as well as respond to individuals.
What the team records and management sees
Information to capture
Administrative issue; clinic; responsible manager; callback date; action; documented outcome
Responsible team
Clinic manager, with clinical matters routed through the designated professional process
Measures to review
Outstanding administrative cases, callback completion, response time, resolution time and repeated service causes
Start with your own baseline and compare like-for-like periods after rollout. Use confirmed activity and outcomes to assess performance; illustrative examples are not guaranteed results.
An example conversation for this industry
Illustrative conversation with fictional details; wording and connections are agreed before rollout.
Administrative support, not medical advice.
CVM does not diagnose, prescribe or recommend treatment. No unsolicited healthcare promotions, treatment guarantees or patient testimonials are part of this example. Do not send diagnoses, medical records or sensitive patient information through WhatsApp or the public demo. A licensed clinic must approve its wording, consent process, access controls, hosting and data flows before use, and obtain any required DHA or other authority approvals. CVM is not presented as DHA-approved or a certified health-record system.
Set up the workflow for your operation
Start with one agreed journey, its responsible team, data sources, permissions and follow-up targets. Calendar, CRM and operational-system connections, and WhatsApp or voice channels, are scoped before live use. The public demo is for exploration with fictional data.
Pro $299/month or Managed $599/month per location, subject to a suitability and data-handling review.