The client reached out to Velotio to develop a cutting-edge platform to manage bookings and improve customer experience. They were aiming to transition from a healthcare company and become a strong health-tech provider. The end goal of the platform was to improve the accessibility of the platform and deliver better care.
The client is a leading mental health provider in the US with over 340+ locations and 2,000+ therapists, offering robust virtual and in-person counseling services. They are on a mission to support people towards better mental health and well-being by making high-quality therapy and psychiatry services accessible and affordable.
Their licensed therapists are connected with major insurance plans and provide in-person and online care for depression, anxiety, trauma, stress, relationship issues, and more.
They collaborates with exceptional therapists and psychiatrists to provide mental health services. However, owing to the lack of in-house technical capabilities, they were facing a variety of challenges with outdated and inefficient existing systems. To cater to the growing needs of their users, they needed to move away from manually tackling all operations to a modern web-based platform. They wanted a platform that could solve for two clear objectives: one, to improve the client's experience and second - to make the therapist’s ‘everyday’ better.
Laying down a new product roadmap strategy was paramount in order to build a platform from the ground up. Having observed Velotio’s extensive experience in the Healthcare space, they approached us. They wanted to simplify their appointment booking system and were quite impressed with our expertise in product engineering, our proven technical capabilities in building platforms from the ground up and consulting start-ups to scale up.
We were able to list down the scope of the project and the concern areas which needed immediate attention:
Considering the old platform catered to tens of thousands of daily users, the transition to new systems needed to be carefully executed without affecting the traffic. Another big challenge was to ensure that data and personal information were safe and managed carefully. The complex EHR and compliance matters also needed to be taken into account while developing the new platform.
I've worked with several off-shore companies, and Velotio stands out as having a higher bar of quality talent. They have been able to replace our tech stack across a multitude of stakeholders successfully. The team is highly talented; they've been flexible and adaptable partners.
The client tasked Velotio with rolling out a digital booking and intake management platform, and other custom tools for therapists. They wanted to launch their platform and boost the internal team's proficiency and performance. The project needed to follow a strict timeline - with a zero-delay delivery commitment.
We assigned the project to a versatile scrum team comprising Product Managers, Data Engineers, Frontend and Backend Developers, Quality Analysts, DevOps Engineers, and support personnel. They meticulously chose the tech stack and codebase, keeping in mind the massive scale of users and the issues that could arrive during the transition.
The delivery and launch of the B2C apps were divided into 3 phases - namely a) Developing MVP; b) Setting it up to scale c) Integrating EHR. In this three-part framework, we also cover the most important considerations that led to automating processes. Kicking off the first phase involved evaluating the existing tech stack and identifying the EHR system that would work best for the health tech platform.
Phase 1: MVP Launch
Before partnering with Velotio, the client managed most of the appointment scheduling as well as operations manually. The process involved a patient scheduling an appointment, the customer support agent updating the schedule in the EHR systems and then sending a notification to the patient, which took hours. This also posed a lot of dependency on customer support agents leading to manual errors and drop-offs in case the therapists needed to reschedule the sessions.
Phase 2: Launching Support Dashboard, scaling to additional locations and integrating data analytics
Phase 3: Integrating EHR System
Currently, we are working closely with them around the growth and stabilization of operations. Since we followed a very aggressive strategy to roll out the new system and integrated data analytics, we have seen a significant decrease in drop-off rates.
Built the platform from the ground up in a short span of 9 months
Delivering connected experiences for patients and therapists in over 310+ locations
Managed to achieve an increase in appointment booking rates by 23%