Imagn Software Onboarding
Video Production
Automation
Introduction
As the Director of Marketing at Devdent, I recognized a challenge in our onboarding process for the Imagn Software. The manual approach not only booked up our schedules but also restricted the number of new users we could onboard. To streamline this, I collaborated with the medical billing team and the COO. Together, we redefined the onboarding process, breaking it into concise, digestible videos. These were then seamlessly integrated into automated emails for our new clients.
Project Overview
Client: Devdent & Imagn Software
Objective: To eliminate the need for new customers to attend live training sessions with team members and to streamline the new client onboarding process to shorten the time to first medical claim.
Videos
How to Use Case Status
How to Submit a Pre-Auth
How to Submit a Verification of Benefit
Behind The Scenes
The videos were designed to align with the primary objective. We opted for a straightforward scene that combined direct instructor-to-camera dialogue with screen-recorded demonstrations of the software in action.
Key Highlights
Instructor-to-camera: I wanted to infuse authenticity into this video, and featuring key figures like the COO or CEO truly achieves that. Crystal's presence on screen not only added authority but also provided a wealth of knowledge for our viewers.
Video Implementation
After finalizing the video series, we revamped the onboarding email sequence and incorporated the video links. Over time, we noticed an uptick in video engagement, and our support team frequently used the videos as a reference when addressing client inquiries.
7 Days
to First Claim
Reduced Onboarding Time
Before the videos, onboarding took an average of 30 days. There were limited training sessions, and not everyone at the dental office could always attend. Once the videos were available, training was cut down to a 7-day average.
80%
Reduction
Reduced Live Training Sessions
After implementing the videos into the automation email drip campaigns, there was an 80% reduction in the number of live sessions our onboarding team needed to conduct before the client submitted their first claim.
Conclusion
This project is a clear example of how creating resources for your clients and leveraging automation can help your team do more and your business scale.