Vitrin Clinic / CaseCraft Systems
A connected patient journey.
Patient inquiries need a clear path from first contact to consultation, booking and follow-up. This work connected those stages so the clinic’s coordinators could see ownership, status and the next action in one process.
01 / The challenge
Close the gaps between contact and booking.
Manual follow-up and scheduling made patient handling dependent on individual coordination. Leads could lose momentum between first inquiry and appointment, while the team lacked a shared view of the journey.
02 / The thinking
Give every stage an owner and a next step.
Start with the actual patient journey, then build the CRM around it. Booking, reminders and follow-up should support the coordinators’ work rather than create another disconnected system.
03 / What we did
From the brief to the work.
- Structured CRM stages, patient ownership and next actions.
- Built booking confirmations and appointment reminders.
- Created follow-up sequences for unresponsive inquiries and no-shows.
- Connected WhatsApp and lead sources with the CRM view.
- Built internal reporting on lead sources, stage conversion and team activity.
04 / The work
The system in practice.
This map shows the workflow we delivered. Patient software stays private, so we show the process instead of the screens.
- InquiryCapture the conversation and contact context.
- QualificationAssign ownership and a clear pipeline stage.
- BookingCoordinate appointments, confirmations and reminders.
- Follow-upKeep the next action visible to the team.
05 / The outcome
An operating process, not just a contact list.
The work brought booking, follow-up, CRM ownership and reporting into one patient-handling process. This page covers the scope we built. We do not have measured booking or revenue figures to share yet.
06 / Proof
What supports this case.
08 / Keep exploring