Convuent

BACKGROUND

Please describe your company and your position there.

Our business leveraged Convuent for a variety of services. At the time of running a marketing department, we relied upon Convuent to help us underatand what the marketplace felt about the value of our services as well as what was being said about our company online.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Convuent?

We needed a way to control our reputational perception online as well as to be able to adapt to the adjustments to our services to maintain our good standings.

What were your goals for this project?

To have better controls and to improve our overall market perception, and to grow our market share.

SOLUTION

How did you select this vendor?

We were in contact with Mr. Foster and his team, and we were very impressed with the technology of Convuent, as well as Mr. Foster's knowledge of the on-line reputational solutions marketplace.

Describe the project in detail.

We needed a way to control our reputational perception online as well as to be able to adapt to the adjustments to our services to maintain our good standings. Convuent was the chosen solution, and we could not be happier with this company. They did an amazing job...

What was the team composition?

We were guided by the Convuent team, they took an "all hands on-deck" approach to meeting our needs.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We were blown-away with the results. Convuent exceeded expectations in multiples.

How effective was the workflow between your team and theirs?

Convuent was the most user-friendly dashboard, and their staff is second to none.

What did you find most impressive about this company?

More than anything we were most impressed with the entire Convuent team. Their knowledge and leadership were beyond any other provider we have worked within the past. We could not recommend Convuent strong enough. Do not hesitate to give them an opportunity to help you and your business excel

Are there any areas for improvement?

Honestly- no. We were more than pleased. They are an amazing value and saved us tens of thousands of dollars.

BACKGROUND

Introduce your business and what you do there.

Our organization has three dental clinics with multiple doctors, surgeons, specialists, and orthodontists in three locations. We offer a variety of standard and emergency services. I'm the marketing and patient care services director for all three facilities. I maintain our customer satisfaction, social media, and SEO/SEM.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Convuent?

Originally, I wanted a company to help us with a social media and replication management platform.

SOLUTION

What was the scope of their involvement?

They use a system to create follow up emails or texts to patients after they leave our facilities. That automatically links to our system and helps screen out problems. We set a threshold of stars we want patients to leave on various ratings media. If patient feedback falls below that threshold, we get an email with the patient's concerns or issues. That allows us to address issues before they become a problem. If ratings are particularly good, we ask those individuals to leave another review on other platforms we appear on. That helps increase our social media quality and rankings.

They also help with our campaigns. If I want to create an email or text campaign, I can send them my lists. Their services are variable and strong, and very manageable.

What is the team composition?

I work with one team member there. I'm not sure how many other team members they have, but I usually just have the one point of contact.

How did you come to work with Convuent?

I found them as I researched companies that worked with the platform I wanted. Other companies only took care of directory listings or social media. These two things are so intertwined, and I was impressed by Convuent's ability to do both. I wanted one platform to work from, and everything I need is within the solution they offered.

How much have you invested with them?

I've spent around $1,600-$1,800 so far.

What is the status of this engagement?

I've used them since the beginning of 2019. I'm very happy, and the work is ongoing. I'm about to add them to our third facility.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They've helped me almost obliviate all our negative reviews. That in itself is huge for any dental office. I'm very satisfied with the work they do for us.

How did Convuent perform from a project management standpoint?

Their service is excellent, and they're one of my favorite vendors. They're impressive, responsive, and knowledgeable. They're great with information and know even more than I do in our industry. I have nothing but praise for them.

Most of our communication is through phone. If I don't catch them on the first call, they respond within an hour. They send reputation reports fairly regularly, and we get notices for every review we receive.

What did you find most impressive about them?

They respond immediately to everything, and I never have a problem. If I'm ever unsure of something, they get on the phone and patiently work through the issue with me. Their value is clear, and that connectivity is massively important to us.

Are there any areas they could improve?

I'm very impressed with them. They give me more support than I can even utilize.

Do you have any advice for potential customers?

If you're putting in an initial investment, learn the platform and have a plan of action. If you don't use the data you receive from their efforts, you will not reap the benefits. If you have any questions, contact them immediately. They're very responsive.