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Practice Marketing New Customer Guide

Jaclynn
Updated

Introduction:
This article is intended to serve as a guide for new customers using Legwork for the first time. 

How can we access training for how to use Legwork? 

Visit Legwork Academy to sign up for and access self-guided training. 

How do we Login to Legwork?

  1. Go to Legwork Login and enter in your username and password, then press login.
  2. On the left-hand side of the screen select the "Legwork Accounts" tab and then select your office and click "Log-in".

If you are unable to login to your account please review the following steps: Resetting your password

How do we enter or update our office's information?

  1. Click your account name in the upper right-hand corner of the screen. 
  2. Select the settings option.
  3. The "General" tab can be used to update the office's address, contact information and social media links. For more information please see: Where can we enter or update our office’s information? 

How do we connect our Google and Facebook reviews?  

For Google:

  1. From Navigation Bar, click Settings.
  2. In the Side Navigation, click Reviews.
  3. Under Review Integrations, click the Connect with Google button. For more information please see: Connecting Google Reviews

For Facebook:

  1. From the Navigation Bar, click Settings.
  2. In the Side Navigation, click Reviews.
  3. Under Review Integrations, click the Connect with Facebook button. For more information please review: Connecting Facebook Reviews

How do we add/edit/delete users?

  1. Click your account name in the upper right-hand corner of the screen. 
  2. Select the settings option.
  3. The "Users" tab can be used to add a user, update a user's information, or archive a user. For more information, please see: How to Add, Update or Remove/Archive users to the Legwork account?

How can we add a new messaging template?

  1. From the Legwork dashboard, select the templates tab.

  2. There are 3 columns within the template tab.

    1. Column 1- Lists the various template categories. There are two main categories: New Patients and Marketing and Campaigns.

    2. Column 2 - List the name of the Template.

    3. Column 3 - Displays the templates editor allowing the user to create custom templates or edit and customize an existing template.

  3. In Column 1 select your Template Category and Message Type.
  4. In Column 2 click the "Add Template" button.
  5. In column 3 configure and create your custom template. For more information please review: How can we add a new messaging template?

How can we send our patients a text or email?

How to email or text a patient

How can we send a group message to our patients? 

How to send an email or text blast

How to send bulk text messages  

How do I send a bulk message to patients using reports?

How do we indicate a patient's preferred language is Spanish? 

This will change the patient's email and SMS messaging to Spanish; it will not convert patient forms to Spanish. 

  1. Go to the Patients tab

  2. Search for patient whose preferred language we are changing

  3. Once you have patient selected, click on the pencil icon to edit the patient.

  4. Click on drop down under Preferred Language and select Spanish

  5. Scroll down and click blue button labeled Save Patient

For more information please see:

How do I set Spanish as Preferred Language For Patient

Can a patient opt back in to text messages? 

Patients can opt back in to text messaging by either texting "Start" to your office's text messaging number, you can find your texting number in the Settings tab >Phone Numbers > Two Way Texting Number.

The patient's subscriptions can also be manually edited. 

For more information on both processes please review: My patient would like to opt back in to text messaging, how can they do this?

How do we set up Automated Reviews?  

  1. Once your Google and Facebook reviews have been linked under Settings>Reviews, click the toggle button next to Automate Review Request to turn reviews on. By default, no more than 1 request will be sent to patients every 60 days preventing repetitive requests and reducing increased opt-outs.
  2. Under Request Reviews Post-Appointment, select how the review request should be sent.
  3. Click either SMS, Email, or Both
  4. Click Send notification of new reviews and select an account user to receive email notifications of each new review submitted.
  5. Click Save

For more information please see: How do we set up Automated Reviews?

Creating Custom Lead Groups

Leads are potential patients or current patients that have expressed interest in your practice or a service you offer. The lead may have requested an appointment using your book an appointment feature on your Legwork website or a lead could also be generated from someone who has filled out a form from a blog post or one of your service pages on your website.

Custom lead groups within Legwork Practice Marketing allow users to organize predefined lead groups or create new groups of leads (or patients) based on their preferences. By customizing these groups, users can efficiently send lead capture forms or targeted campaign messages to the selected group, ensuring more personalized and effective communication.

Please see: Setting up custom lead groups

What is NPS? 

NPS is an acronym for Net Promoter Score. Net Promoter Score measures customer experience of your brand and provides the best metric to anchor your customer experience management.

The Net Promoter Score survey allows up to 15 customizable questions but the question that determines your Promoters, Neutrals, Detractors is solely based on one (and this cannot be changed): "Based on your overall experience, how likely are you to recommend us to a friend or family member?" Once this survey is completed, this is calculated into 3 different categories:

Promoters: Your Promoters are those that are extremely likely to write a good review and refer a friend or family member, this means they scored a 9 or above.

Neutrals: Your Neutrals are those that are satisfied but unenthusiastic patients

Detractors: Your Detractors had a poor experience, they will not promote, they will not refer a friend or family member and they are likely to leave a poor review if given the chance.

Your NPS score is calculated by subtracting your Detractors from your Promoters (this score does not consider the Neutrals because Neutrals are considered "Passives" and Passives are not considered loyal to your brand, again they can be swayed either direction).

For more information please review:
NPS/PXI, let's dive deep 

Viewing NPS Reports

Editing NPS Survey Questions – Legwork

Sending automated NPS survey requests

Marketing Insights 

Marketing Insights allows users to filter marketing analytics by date range to analyze and evaluate practice growth. The Monthly Goal can be configured within the Marketing tab located on the Settings page.

  1. The number listed above New Patients represents the number of new patients who have synced from the practice management software for the current month. 

  2. The number listed above New Referrals represents the number of new patients who have been referred to the practice by another patient for the current month.

  3. The number listed above Appointments Met represents the number of appointments that have been completed for the current month.

  4. The percentage listed above % of Patients in Recall represents the percentage of total active patients who are past due for their hygiene appointment and have not yet scheduled their next hygiene appointment.

    1. In this report, a lower percentage indicates a healthier practice.

  5. The percentage listed above % of New Patients Referred represents the percentage of new patients who were referred by another patient for the current month.

For more information about the Return on Marketing Spend insights please review:

Insights: Return on Marketing Spend

Reports 

The Reports tab allows you to generate detailed reports about patients, appointments, communications, and the Net Promoter System surveys.

Report Types

  1. Patient Reports - Default premade appointment-based reporting. Patient filters include:
    Active patients, patients in recall, inactive patients, new patients last month, referred last month, and patients due for recall in the next 30 days. The Active Report shows every active patient that Legwork is syncing from your practice management system. The In Recall reports read patients that are unscheduled but are due or will be due for a hygiene appointment.
  2. Appointment Reports- Default premade appointment-based reporting.
    Appointment-based reports provide an overview of your appointment book and assist with sending an email or text message blast to all patients scheduled on a specific day within the specified report. Appointment filters include:
    Appointments this week, appointments in the next 14 days, appointments confirmed in the next 14 days, unconfirmed appointments in the next 14 days, appointments met in the last 7 days, canceled appointments in the last 30 days, and missed appointments in the last 30 days.
  3. Communication Reports - View what automated communication that has previously been sent or is currently pending to be sent in the future. Failed or canceled communication can be viewed within this report as well. Communication filters include:
    Communication that pending to be sent in the next 7 days, communication that is pending to be sent in the next 30 days, communication that has been sent within the last 7 days, and communication that has been canceled or failed in the last 30 days.
  4. Net Promoter System (NPS) Report - Users can customize a report to view New Promoter System filters which include: the patient's name, phone number and email address, the patient's last provider, comments, previous score, and satisfaction. This report can be further customized by updating the available fields accordingly.

How can we build a custom paperless form? 

  1. Navigate to the Forms tab.
  2. Click Add a Folder, or select a folder you want to add a new form to.
  3. Click the New Form button in the top right-hand corner of the screen.

For further details please see: Creating a New Form

Online Appointment booking? 

Legwork’s Online Appointment Booking increases office efficiency, while growing your practice by enhancing new patient conversion and the patient experience by providing both leads and patients a reliable way to book appointments based on real time availability pulled from your practice management software.

  1. Go to Settings>Appointment Booking.
  2. Within the General Account Setting you can setup the following: sync availability (Cloud 9 and Denticon PMS users only), include an online appointment booking page within the Patient Portal, include an online appointment booking link within emails, select appointment start time intervals that align with your practice management system, create appointment types and select location availability options (for multi practice locations only). 

For more information please review: Online Appointment Booking

 

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