Read time: 11 minutes
Responding to your leads and nurturing them in to treatment with the help of emails and SMS should be key part of your marketing and lead management strategy, but we know that creating the content, designing fancy emails, and setting up text message deployment services can be headache - so, we've done it for you!
DenGro has a number of pre-written and designed messaging journeys that can be sent out to your leads, automatically, to help support the work of your front of house in calling and following up with leads. The messages have all been tested and are monitored to keep an eye on their effectiveness, so you don't even need to lift a pencil.
The messages vary depending on what treatment the lead has enquired about and where they are in their decision-making journey.
Do I need to push a button to send each message?
No, that's the great thing - each message is sent automatically based on how a lead’s profile is updated in the account or certain actions that a user takes with a lead’s profile.
a. A New Lead is added to the account.
When a lead is received into a DenGro account from an online form, that lead can be put into a messaging journey automatically, depending on the practice preferences set on the Practice Details page. When a lead is added manually into an account, using the +Add button, the user adding the lead has the ability to switch OFF any available messages.
b. When a lead's status is changed.
When a user changes a lead’s status - from NEW to APPOINTMENT BOOKED for example - the user has the ability to switch OFF any messages in the journey at that status point, that they don’t want the lead to receive.
If messages at a certain status point have been switched OFF across the practice on the Practice Details page, then no changes can be made through the task.
c. DenGro's pre-set deployment schedule.
The pre-set deployment schedule, specific to that journey, will determine when each message in the journey is sent to the lead.
How does DenGro know which sequence of messages to send?
There are lots of different journeys in DenGro that can be sent to a lead, depending on different factors and variables.
Each lead that enters DenGro must have a treatment assigned to them. This treatment will then determine which messaging journey the lead is sent.
DenGro supports over 200 treatments and each treatment has a messaging journey assigned to it, which can reference the treatment and promote the unique selling points of that treatment. Find out more about treatments here.
b. Lead Status
Where a lead is in their decision-making journey will impact which messages in that treatment’s journey, a lead will receive.
A different set of messages can be sent at each status point in the lead’s journey, to ensure that they receive messaging and support that’s relevant to what they’re experiencing in the practice, at that point in time.
For example, when a lead is brand NEW, they can receive a sequence that’s more information with a call to action to book in for the initial consultation or appointment. Then, once they’ve attended, they can receive details about finance options and call to action to call the practice with questions or if they’re ready to take the next step.
c. Journey and message status
Following DenGro’s recent release to enable editable automations, for practices with access to this feature, you can now switch ON or OFF a particular message within a sequence, and have a published or unpublished journey overall.
If you don't have access to our Editable Automations feature, you can still choose to switch off messages at each status point in the journey. Any Manager user in the account can set the practice preferences by going to Practice Settings (the cog symbol at the top right of the Today page) and selecting Practice Details. Scroll down to the section titled Lead Automation Preferences and toggle OFF the status point(s) that you don't want messages to be sent out at.
If your practice is part of a Group or Network of practices, you may also have access to a Group journey.
A Group can create a journey which can be sent to leads who have been generated specifically by the Group’s marketing activity or through the Group’s websites/landing pages. The journey will still be treatment-specific, but can be designed to match the Group’s marketing message and Group’s branding.
The Group journeys are triggered by a Campaign or Group ID on the webforms that the lead submits their details through.
Group messages can only be edited by Group users and can not be changed or amended by Editor users in the practice account. Please contact your Group administrator to discuss.
DenGro’s journey assignment logic can also impact on the journey and messages that a lead receives.
This logic looks at all the factors listed above and determines, based on their pre-set priority, which messaging journey a lead should receive. For example, if you receive a lead for Invisalign but you don't a messaging journey assigned to Invisalign treatment, then DenGro will look to the parent tier of that treatment - Orthodontics. If there is no messaging journey for Orthodontic treatment, then DenGro will fallback to the Default Dental journey.
Where can I read these messages?
Any Manager level user on the account can read through the different messages that DenGro sends by going to Practice Settings (the cog symbol at the top right of the DenGro screen) and selecting Practice Treatments. Here, you'll see all of the different treatments available in DenGro, listed out in a tiered approach. Click on the downwards arrow to the right of each treatment pod to open the next level of treatments.
Click on the VIEW button next to each treatment to see the messages sent at each status point in the journey.
Can I edit these messages?
Not at the moment. We've put a lot of work in to crafting messages that find the right balance between overloading the lead with information and not engaging them and we're proud of our open rates. As such, the messages available in DenGro are pre-set and can't the copy/text within the messages can't be edited or changed.
However, you can personalise the messages to your practice so that they're branded to you and your business.
So how do I personalise them?
The emails and SMS can be personalised by keeping your Practice Details page up to date with the practice contact information, location details, social media links, opening hours, and a custom practice signature. You can also upload your practice logo for display in the email and add a notification banner to the top of the emails for alerts and announcements.
Any Manager level user on the account can update the Practice Details page. Simply go to Practice Settings (the cog symbol at the top right of the DenGro screen) and select Practice Details. Here, you can set your practice information and any settings that you'd like to apply across the practice account.
What size should my logo be?
Ideally, your logo should be 246px wide and 146px high. If you're having any issues resizing or uploading your logo, though, just get in touch with DenGro Practice Support.
I don't have a twitter account...
No problem. If you don't have a certain social media account, you can leave the fields blank and nothing will be displayed in the emails.
This notification banner looks new!
It sure is! To help practices improve the way they communicate alerts or service announcements to their leads, we've recently released a feature to customise and display a banner at the top of each of the DenGro emails. You can switch the banner ON or OFF and customise what the banner says - keeping in mind that there's a limit of 30 words.
If you'd like to link out to another webpage with more information, you can add a URL which will displayed as a button on the banner for the lead to click on.
Can I switch off the messages?
Yes, if you decide you don't want to send some of the DenGro messages, you can choose to switch them off at certain status points - you can either do this as a global practice setting or on a lead-by-lead basis.
On the Practice Details page you set a global practice setting and switch off the messages due to be sent at each status point - simply toggle status point OFF using the toggle buttons available.
If you'd like to switch off each individual message within a sequence, on a lead-by-lead basis, then you can make this decision when either adding a lead in to DenGro manually, or changing their status through a DenGro task.
What about GDPR?
Definitely everyone's favourite topic. You can read all about DenGro's role as a processor of your practice's data here. The most important thing to remember, is that you're in control of your data and can, therefore, control the messages that DenGro sends out. On the Practice Details page, you can record your practice's decision about GDPR and consent to be contacted.
If you record that you require Legitimate Interest to contact a lead, then DenGro will continue to send the SMS and emails to leads, no matter whether consent has been captured through an online form.
If you record that you require Consent, then DenGro will only send the email and SMS messages to leads if for whom you have captured explicit consent to contact.
How do I save my new settings
Simply click the SAVE at the bottom of the Practice Details page to update your preferences and set it live.