Reactivation Campaign

Creating a Reactivation Campaign

This campaign targets patients' that have not reached the maximum amount of time indicated in Admin>Global Settings to turn inactive. In hopes that a patient will not reach an inactive status.

Reactivation campaigns are a fantastic way to get patients that have not been in, in some time, back to the clinic. 

I recently read a study that stated you have:

• A 60 to 70 percent chance of successfully regaining a patient 
• A 20 to 40 percent chance of winning back an ex-patient
• Only a 5 to 20 percent chance of turning a lead into a patient

This means that keeping a patient engaged during life's challenges is key. With CoAction Communicate, you have the ability to do just that!

When creating a reactivation campaign, we suggest following some simple rules of thumb:

1. Express possible solutions to the reason why they may not be coming in.

• Unable to get scheduled during current office hours ( do you offer Sat/Sun appts.)
• Insurance may have run out. Talk about a payment plan option
• Life happens- no missed appt fees

2. Run your campaign for a time frame like 3,6,9 months

3. Keep your campaigns Short and sweet. Too much info gets overlooked.

4. Cite different reasons they should return at each attempt.

5. Express the importance of chiro care and maintenance appts for overall health and optimization.

6. Clarify any offers you may be extending to the patient to get them back in

• Free Patient Re-Exam/X-Rays
• Free Wellness Check
• Take homes such as a free neck pillow, exercise ball, etc.

7. Make it easy for them to get on your schedule. In our example we reference the clinic "Online Scheduling Link" {OnlineScheduleLink} but, if you are not using online scheduling within your database, express how they can easily schedule another way.

Here are some examples we have put together using these principles:

At 3 months

Subject: We Miss you!

Dear {PatientFirstName},

Our records indicate that you are overdue for your maintenance visit. We understand how busy life can be, but it's important that you are taking time for yourself to maintain proper spinal health. In case you didn’t know, we are open Saturdays to accommodate our busy patient’s needs!

Simply click on our online scheduling link, reply to this email, or text us to get scheduled as soon as possible. {OnlineScheduleLink}

We look forward to seeing you on our schedule!

Sincerely,

Dr. So and So

Clinic Name

Email: [e-mail]

Text: [phone]

Call: [phone]

At 6 Months

Subject: We’re Concerned

Dr. {PatientFirstName},

It’s been a while since we’ve seen you! We were reviewing records and realized your last appointment was roughly 6 months ago. We’re concerned about your spinal health and would love to see you!

If you are worried about cost or lack of insurance coverage, know that we offer amazing finance options that are designed to meet our patient's needs.

Simply click on our online scheduling link, reply to this email, or text us to get scheduled as soon as possible. {OnlineScheduleLink}

We look forward to seeing you on our schedule!

Sincerely,

Dr. So and So

Clinic Name

Email: [e-mail]

Text: [phone]

Call: [phone]

At 9 Months

Subject: We need to see you

Dr. {PatientFirstName},

Wow has time flown by! Did you know that the last time we saw you was 9 months ago? Because we believe that proper spinal health is so vital to a person’s overall health and prevention of potential injuries that can arise, we strongly urge that you schedule an appointment to come in as soon as possible.

Did you know that proper chiropractic care can:

• Improve your immune function?
• Improves breathing issues?
• Can lower blood pressure?
• Can assist with fertility issues and so much more?

Simply click on our online scheduling link, reply to this email, or text us to get scheduled as soon as possible to ensure you are the healthiest you, you can be! 

{OnlineScheduleLink}

We look forward to seeing you on our schedule!

Sincerely,

Dr. So and So

Clinic Name

Email: [e-mail]

Text: [phone]

Call: [phone]

Please keep in mind that the content is yours to perfect. Our examples can be used, tweaked, or simply looked at as a guideline of the amazing opportunities you have when using CoAction Communicate.

We suggest that you create a campaign series that goes out 3 times. Such as 90/120/180 days but, you will determine the best process for your clinic, whether it's after 3 months/6 months/1 years of no appts scheduled and then build accordingly. 

Let's Get started putting this together!

Creating the Master for this campaign Sequence

First, you are going to go to Administration and click on Campaigns

     

Second, you will select the "As Master" box and Select Add

     

Third, Name your Campain. DO NOT CHECK "IS LIVE" YET

     

Fourth, Select "Receive Only Once"

     

Fifth, Select Sending Option. Select Email and proper sending type from Drop-Down

       

Sixth, Build your Message. 

       

This is how our screen looks after entering the necessary information on the configuration tab. We have left the box "IS LIVE" unchecked but, will check that specific box when we are done creating and testing the look of our content.

Seventh, Select your Filters. Select the "Filter" tab above.

We have chosen a couple of simple filter options to get this going. We have indicated in our campaign that we want it to go out to anyone that we have not seen in 90 days. You can select the number of days that fit your specific needs. 

Additionally, we have chosen to indicate under the patient status that we want to exclude Inactive and Terminated patients by selecting "DO NOT INCLUDE" from the first drop-down, Selecting "INACTIVE" from the second drop-down, and pressing the + sign to lock it in. Then repeated the steps but, chose "TERMINATED" from the second drop-down. This means that any lead, NP's, or patients with an Active status that has not been in, in a 3-month time frame, will receive this email. Again feel free to choose the filters right for your scenario.

Once you have the filters entered that fit your specific need, please Save, Test and Select "Is Live" when you are ready for the software to start sending.

If you are not sure how to test an email campaign, please click HERE for instructions. 

Creating the next Campaign in your Sequence

When creating campaigns, you have two options. 1. Creating a tiered sequence saying that this campaign goes out after the master or making each of them stand-alone campaigns, so they can go out to any patient that meets any of the specific filters for any of the reactivation campaigns.

If you want to make them each stand-alone campaign, you start by selecting the "As Master" box and Select Add again.

     

If you would like to tier the campaigns, you will select the "Reactivation Campaign" you just created to highlight and select "ADD"

     

Next, create your campaign. 

• Enter Campaign Name
• Select only Receive Once
• Send Immediately after
• Select Sending Settings
• Enter Subject
• Enter Body of Email

     Here is how your campaign should look so far 

Lastly, let's set our filters under the Filters Tab.

This time we entered Patients that haven't had a visit within x days 180 and selected to not have patients included that were Inactive or Terminated. The reason for this is to say if they were active when they got the master campaign but, have since expressed they are no longer interested in coming in, we don't want to send them the follow-up at 120 days.

But, as always, you can select the proper filters that fit right for you.

Once Finished, Hit Save, Test, and Select "IS LIVE" when the content is right.

The Final Campaign

Again, If you want to make it a stand-alone campaign, you start by selecting the "As Master" box and Select Add again.

     

If you would like to tier the campaigns, you will select the "Reactivation Campaign" you created before to highlight and select "ADD" to keep the main campaign as the master.

     

Next, create your campaign. 

• Enter Campaign Name
• Select only Receive Once
• Send Immediately after
• Select Sending Settings
• Enter Subject
• Enter Body of Email

     Here is how your campaign should look so far 

Next, let's set our filters under the Filters Tab.

This time we entered Patients that haven't had a visit within x days 270 and selected to not have patients included that were Inactive or Terminated. Again, the reason for this is to let patients fall off if they do not want to receive additional marketing from you to get them in.

But, as always, you can select the proper filters that fit right for you.

Once Finished, Hit Save, Test, and Select "IS LIVE" when the content is right.

You are now all set!!!!

If you have not selected "Is LIVE" yet, your campaigns will appear like this. Showing that the Reactivation Campaign is the Master and you have 2 subsequent campaigns that follow if the patient does not schedule.

Once you select "IS LIVE" on your campaigns, they will display the same but, show Green indicating they are active.