Cinik Hair Transplantation and Plastic Surgery Clinic

Dr.Cinik Hospital is an expert clinic that has satisfied many international patients for more than 15 years. 12 different languages, Dr. Cinik Hair Hospital serves patients in more than 30 countries and has a rapidly growing and specialized sales team.

Dr. Cinik Hospital conducts its sales processes through its sales team and agents, collecting customer prospect information from various channels such as email, Whatclinic, and the website They also actively use advertising channels like Google Ads and Facebook Lead Ads. However, the management of customer prospects differed across each channel.

1. Gathering Data into CRM

To learn about the process, customer prospect information from various channels such as WhatsApp, Facebook Lead Ads, and the website was gathered in the Zoho CRM “Prospect” module. This ensured that customer prospects were instantly added to the CRM system when they made inquiries through these channels. allowing for prompt follow-up

1a) Email Channel

The “[email protected]” email address was used as the contact email address on all websites and printed materials Only one customer representative had access to this emai leading to unanswered emails and potential loss of customer prospects when that representative was busy or on leave.

To address this issue, emails sent to the “info” email address were automatically converted into customer prospects in the CRM Allowing other team members to respond promptly.

1b) Facebook Inbox Channel

Dr. Cinik Hospital managed more than 10 Facebook Pages in different languages These pages contained posts and information about hair transplantation Prospective customers using Facebook were entering the relevant pages, sending messages and requesting information. Potential customers would send messages to these pages to inquire about the services, and the management of these pages rested with one customer representative This led to the risk of losing potential customers if the representative was busy or unavailable

To prevent this, messages from customers who contacted via Facebook were automatically converted into customer prospects in the CRM Allowing other team members to respond promptly.

1c) Whatclinic Channel

Whatclinic is a web portal used by many companies in the medical tourism industry, listing clinics that offer services worldwide o integrate inquiries made on the Dr. Cinik Hospital page on Whatclinic into their CRM system, they implemented Zoho CRM – Whatclinic integration.

This integration enabled swift responses to potential customers seeking information.

1d) Facebook Lead Ads Channel

Facebook Lead Ads is a widely used advertising channel where potential customers express their interest in receiving more information.

Inquiries made through this channel were instantly recorded in the Zoho CRM system.

1e) Website Form Channels

The website www.emrahcinik.com, available in more than 10 languages, attracted thousands of customer prospects daily. The existing system routed information inquiries to the email address “[email protected] In the current structure, it was on the ground record for some people to send the prospective customer who wanted to get information to e-mail.

By integrating the website forms with Zoho CRM, customer prospect information was instantly recorded in the CRM system, improving data management.

2. Assignment Rules and Welcome Emails

potential customers coming from different channels were being gathered under a supervisor, and it was expected that the supervisor would distribute the potential customers to the sales team and agents.

If the supervisor was busy, the entire sales team had to wait for the new potential customers.

Zoho CRM, automatic distribution of potential customers taken from different channels according to predefined rules was achieved. This way, when a potential customer enters the system, they are instantly assigned to a sales representative, allowing the representative to respond quickly.

The relevant sales representative used to manually send welcome emails to the potential customers communicated by the supervisor. With the automation written in Zoho CRM, welcome emails are now automatically sent to the potential customers who enter the system.

3. Reports

Reports were of great importance for Cinik’s business monitoring We created reports in the system that we deemed useful for them and that would be suitable for their needs his way, now they can make accurate and definitive observations on a daily and yearly basis.

Read our article about the reports: