Sona Dermatology & MedSpa
General Manager - Technology
Sona Dermatology & MedSpa
- Key data: 4 agents serve 164 users (and counting as they are new to Mojo) in Sona Dermatology & MedSpa located in North Carolina, USA.
- Challenge: Previous ticket management system became another complex application to manage for this healthcare provider.
- Solution: Mojo Helpdesk made the ticketing process easy, all staff and doctors want to submit tickets.
- Results: Sona can now share more information about their patients using the help center feature as well as keeping organized in their daily processes.
Challenge: Needed a ticket management system to reduce complexity while providing exceptional patient support
Sona Dermatology & MedSpa (Sona), headquartered in Charlotte, North Carolina, provides medical and cosmetic skin care in five states--Arkansas, North Carolina, Tennessee, Texas, and Virginia. Sona focuses on enabling their patients to have healthy skin for life. Sona’s mission is to serve as a “trusted global leader in the medical aesthetics industry by providing clients with affordable services, unsurpassed treatment efficacy and the highest regard for personal safety. Our inspiration comes not only from natural external beauty, but also from the beauty within.”
In the healthcare field, processes are vital and prolific. Staying on top of patient requirements is an absolute must for good client communication, outcomes and safety. This was a challenge for Sona even though they were using a ticket management system.
Unfortunately, the system they were using became too arduous. Staff complained often expressing how hard the system was to use. “Our system grew into a cobbled spider web of applications that created so much complexity that it hampered our business and profits,” said Todd Alexander, General Manager of Technology at Sona Dermatology & MedSpa. “Because of this we battled numerous issues daily. We were constantly having to resolve issues associated with system access, passwords, syncing data, outages and workflow interruptions.”
The internal team found communicating with each other using the previous ticket management system difficult. “Even ticket routing to our other teams was difficult with the previous system,” said Alexander. “We had difficulty tracking down tickets that had been lost as they were routed between agents and departments. We needed another system that would make this easier for us!”
A solution at the right size and price that helps address issues fast and is easy for both staff and doctors to use
The solution needed to reflect Sona’s commitment to “high quality skin care using leading edge technology and medical expertise – all in a warm, welcoming environment.” The right tool needed to be client-centric. Sona needed a tool that met three critical criteria: it needed to be easy for all users to use, provide a self-service help center for staff, and provide staff visibility to see communications about how to best serve each patient.
Sona chose Mojo because it met these criteria with the added value of being affordable. The new, protected visibility of communication that staff could view enhanced Sona’ high quality services. “Our users wanted visibility into tickets opened in their office,” said Alexander.“Mojo’s grouping feature allows this and has become a favorite among all centers.”
“With Mojo we reduced the complexity and found a solution that is sized and priced right for our business,” said Alexander. After Mojo was adopted Alexander said staff noticed the difference. They got better personalized service and they could use the help center to quickly find answers to questions on the website.
While taking care of patient’s is the first priority, it’s also important for the ticket management system to support the staff. With Mojo, the Sona staff realized improved searchability and automation in their inboxes by using Mojo. “It’s so easy! We like that emails received through Mojo include details of the ticket in the subject line,” said Alexander. “We’re able to address issues much faster this way so that patients know that we care about them. We are all so happy that we switched to Mojo.”