50 min → 4 min
First-response time on WhatsApp and Instagram.
CLIENT CASE · CONVERT, THEN DELIVER · VASCULAR SURGERY
From first contact to procedure: quote-to-surgery conversion rose from 28% to 41%.
A two-location day hospital specializing in vascular medicine and surgery, with 90 employees and R$26 million in annual revenue, received 1,900 inquiries per month but lost most patients before the procedure. The contact center had no coordinator, and surgical quotes received no follow-up. In six months, Leverage Now redesigned the journey from first contact to procedure, increasing monthly revenue 40% with the same operating rooms. The work then moved to post-surgical care.
- Industry: Healthcare, vascular surgery clinic.
- Focus areas: Convert, then Deliver.
- Engagement: Six months.
- Reference product: Leverage Unlock.
50 min → 4 min first-response time on whatsapp and instagram
Evolução registrada em seis meses.
ANONYMIZED CLIENT CASE. Metrics reflect progress recorded during the stated project period.
Highlighted results
0%
Missed consultations.
0%
Consultation-to-quote conversion.
0%
Quotes followed up within 48 hours.
0%
Quote-to-procedure conversion.
95 → 160
Procedures per month.
0%
Operating room capacity utilization.
R$2.15M → R$3.00M
Monthly revenue.
0%
Attendance at postoperative follow-up.
0%
New patients from referrals.
Os indicadores refletem a evolução registrada no projeto durante o período informado.
Starting point and challenge.
Commercial coordination and care management roles opened in September while sales, digital reception, and contact-center positions were being filled. Inquiries waited 50 minutes for a response, 27% of patients missed consultations, and the surgical quote delivered after the visit had no follow-up: 80% of patients were never contacted again.
The challenge
Seventy-two percent of quotes did not become surgery. With no reason codes, leadership could not tell whether price, fear, insurance, or silence was responsible. After surgery, patients also lacked an owner: only 60% returned for follow-up, affecting referrals and additional procedures.
The four methodology areas and five risks pointed to this priority sequence: Convert, then Deliver.
APPROACH
From prioritization to execution.
00
Diagnosis and prioritization
We measured all four methodology areas and rebuilt the funnel from 1,900 inquiries to 95 procedures. Quotes lived on paper and personal WhatsApp accounts, making CRM capture the first initiative.
00
A coordinated contact center
We created one CRM queue for WhatsApp, Instagram, and phone, with routing, a five-minute service level, scheduling scripts, confirmation at 48 and 24 hours, and a waitlist to fill cancellations. The reception supervisor led on an interim basis until the coordinator joined in month two.
00
Quotes as opportunities
Every quote entered the CRM with value, physician, and reason. A dedicated procedure consultant ran five touches over 21 days covering questions, financing, insurance, and scheduling, supported by weekly physician-level funnel reporting.
00
Second wave: the care journey
The new care manager introduced postoperative contact at 24 hours, 7 days, and 30 days; booked follow-ups before discharge; and added satisfaction surveys and referral requests at the 30-day visit.
What changed during the period.
Responding within minutes and confirming consultations halved no-shows, bringing more patients into the clinic from the same demand. Structured quote follow-up recovered patients whose only barriers were financing questions or scheduling: procedure conversion rose by 13 points, and recorded loss reasons showed silence mattered more than price. The existing operating rooms absorbed 65 additional procedures per month. In the second wave, postoperative follow-up raised return attendance to 90% and referrals to 42% of new patients.
What changed in practice.
Antes
- Before
- Uncoordinated contact center; 50-minute response
- Paper quotes with no follow-up
- Reasons for not closing were unknown
- Operating rooms had 45% idle capacity
- Patients lacked ownership after surgery
Depois
- After
- One queue, five-minute service level, and coordinator in role
- CRM opportunities, 21-day cadence, and dedicated consultant
- A reason recorded for every lost quote
- 85% utilization from the same inbound demand
- 24-hour, 7-day, and 30-day protocol with referral request
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