The organization’s ‘teleHEALTH by Symplast’ offering, combined with a dramatic ramp-up of personnel, product update releases, and webinars, has led to a 1054% increase in telehealth feature usage among Symplast customers
Symplast, the #1 mobile EHR/Practice Management software for plastic surgery and medical spas that delivers a HIPAA-secure cloud platform to more than 3,500 aesthetic users across the U.S., is reporting record increases in customer demand, activations and telehealth feature usage as a result of the demand for telemedicine during the COVID-19 pandemic. The crisis has also brought Symplast to the forefront of the aesthetic industry as the definitive thought leader regarding telehealth, and in particular, the critical understanding that telehealth is not simply just a virtual consultation; but rather a multi-pronged array of HIPAA secure touchpoints such as texting, standardized videos, and multimedia file sharing.
AGGRESSIVE INFRASTRUCTURE EXPANSION PAYS DIVIDENDS
Coming off an impressive 2019 that saw its customer base grow by a factor of 2, Symplast began 2020 with an ambitious goal for new customer acquisitions that set in motion a calculated scaling of external-facing employees. The COVID-19 crisis shifted that organizational growth into overdrive, allowing Symplast to adapt quickly to the fluctuating pandemic and meet the incredible surge in demand for telemedicine solutions:
· More than doubled the size of the Customer Support and Business Development divisions to accommodate the need and demand for telehealth
· 1,300% increase in product interest (lead generation) when comparing to 6 weeks ago
· 500% increase in new customer activations in March compared to January 2020, 880%+ when comparing activations of 2020 Q1 to 2019 Q1
· Reduced new customer onboarding for teleHEALTH by Symplast to less than 24 hours from signup
· Dramatically ramped up Product Development efforts, working nearly 24/7 to release three new software updates within two weeks
· Expanded hours of operations for both Sales and Support to nights and weekends
· Conducting weekly live ‘best practices’ trainings for all customers
TELEHEALTH RELIEF EFFORTS REINFORCE LEADERSHIP STATUS
Due to the fact that telehealth and telemedicine have always been core components of the platform since its inception in 2013, Symplast was one of the first healthcare software vendors to take action to alleviate the burden that aesthetic practices and their patients felt due to mandatory shutdowns and practice closures. The Symplast Board of Directors announced that a new, stand-alone version of Symplast’s telehealth features would be made available effective immediately; and that any plastic surgeon or medical spa could begin using this new teleHEALTH by Symplast offering within 24 hours and with absolutely no fees or costs for the first two months.
Symplast also organized dozens of educational webinars that provided much-needed guidance for how to leverage telehealth and patient engagement during COVID-19:
· Symplast presented telehealth best practices during live educational webinars to the three major societies in the aesthetic industry:
o The American Society of Plastic Surgeons
o The American Med Spa Society
o The Aesthetic Society
· 1054% increase in telehealth Video Visit usage among Symplast customers during March 2020 alone
· 2-4 live educational webinars per week
Symplast customer and plastic surgeon Dr. Robert Whitfield: “Our industry has been turned upside down over the past month, and there is still a great deal of uncertainty. It made me very proud to see how quickly Symplast responded to the COVID-19 situation. For a company to waive all fees on their teleHEALTH by Symplast offering is a very powerful gesture. I love seeing how excited aesthetic businesses are on social media as they brag about being able to offer their patients the robust telehealth features that Symplast provides.”