MediFox

MediFox is located in Hildesheim, Germany, and hosts more than 8.000 clients on their cloud-based software. In 2016, MediFox launched MediFox therapy to support practices in the German therapy sector, and are now helping 1.500 therapeutic practices. MediFox therapy’s sales team started using Adversus in mid-September to help them reach potential clients more efficiently. We’ve spoken to Simon Bobe, Head of Sales, and Burak Demir, Inside Sales Representative, at MediFox therapy to hear about their onboarding and activity with Adversus.

“MediFox therapy is the youngest product in MediFox. We launched it in 2016, and we now have more than 3.500 active people using our software. That’s a decent growth for 3,5-4 years,” Simon Bobe says.

Despite MediFox therapy’s growth since its launch, the sales team struggles to reach the right people when performing their outbound activities - especially during the COVID-19 pandemic.

“One of the main challenges we’re facing is that it’s tough to reach physical therapists. They are usually working with their patients all day. It means we’re reaching their receptionists, but not every receptionist is allowed to accept a meeting on behalf of the therapist when it doesn’t concern a patient. It’s challenging to reach the decision-maker within the practice when it regards the implementation of new software,” Simon Bobe continues.

Like many other companies worldwide, the COVID-19 pandemic has also affected MediFox’ activities. MediFox therapy usually benefits from participating in trade fairs across Germany. This year has been more challenging since most trade fairs have been canceled due to the situation.

“We’re using trade fairs to get new clients and broaden our brand. We’re participating in approximately 10 trade fairs per year, and this year we had one in February, and after that, everything was canceled. That makes it more difficult. We’re also experiencing practice owners being more hesitant about investing in new software, as they want to wait and see what the future brings,” Simon Bobe says.

Looking for new ways

Previously, MediFox therapy executed their outbound sales by working from their CRM system and dialing prospects manually. But after their challenge to reach the right people has developed during 2020, MediFox therapy has now decided to implement a dialer software. They want to make it easier for the sales team to work more efficiently and not waste time trying to connect to prospects. By using dialer software, MediFox therapy can start processing their leads in a new way.

“We always try to reach people we’ve never reached before. We want to create a workflow where we also try to reach people with whom we have made appointments in the past but weren’t interested at the time. That is something we wanted to improve,” Burak Demir says.

MediFox therapy has experienced that it’s easy to lose focus when sales agents spend most of the day dialing manually for hours without reaching anyone, or maybe reaching someone, but not the right person in the therapeutic practice.

“We decided to work with a dialer, to be able to call more people, speak with more people, and create more favorable situations where we can book a meeting. That is our main goal,” Simon Bobe says.

From Manual to Predictive dialing

Burak Demir commenced the search for an online dialer solution to make his team more productive and increase the number of people they could reach. Especially one feature was a must-have: A Predictive Dialer.

“We got a lot of value from Adversus right from the beginning. You let us test your platform beforehand, including your Predictive dialer, which was really positive. Other dialing software solutions didn’t let us test their system fully. There were always many restrictions for us, e.g., we needed 10 people to test the Predictive dialer or that we only could test the Manual dialer. But if I can’t test it, I can’t make a decision,” Burak Demir says.

With the Predictive dialer checked off the list, the focus quickly shifted to accessibility and user-friendliness.

“Adversus is very flexible on a month-to-month basis, which is really good. We started with the whole sales team but quickly realized that all of them didn’t use it effectively, so we easily decreased the number of users. The platform is also straightforward to understand. I’ve tested many other dialer software systems, and the most user-friendly one was Adversus. Everything is self-explanatory, and when I need help, the support team always responds really fast. Adversus was just the best out of all of them. That is why we chose you,” Burak Demir continues.

With Adversus chosen as the right fit for MediFox therapy, the onboarding process could begin, with an emphasis on “process”. Here, MediFox was surprised by the in-depth onboarding and how it was tailored specifically to meet their needs.

"It was actually a process over several weeks. It was not just one day with onboarding, but several meetings with your CX Consultant, Fred Mehanna, where he showed me bits and pieces. Every day we learned a little more about Adversus, and that was a really great experience, I have to say. That way, it was more of a process, and not just a lot of information at the same time. It made it more manageable,” Burak Demir says.

When going from manually dialing every day to suddenly working in a software with a Predictive Dialer, the sales team’s activity increased drastically.

“From the beginning, I was really surprised by how many more people we could reach compared to manual dialing. There were days when we only reached 1-3 people, not necessarily the practice owners, but 1-3 secretaries in a day. And all of a sudden, you always have someone connected to your phone and can talk all day. The number of people we are talking to has definitely increased, which shows that your Predictive Dialer delivers what it promises,” Burak Demir tells.

Burak Demir experiences that it also has affected the team’s morale because they don’t sit for half an hour without speaking to anyone.

Read more about MediFox therapy and the work they perform right here.