Ads bring leads. The real question is how many you reach
Before discussing conversion in health tourism, one question has to be answered: how many of the incoming enquiries did you actually speak to? We build the Bitrix24 setup to make that measurable.
Bitrix24 Gold Partner in Turkey. Implementation, training and support from one place.
What we measure
Reachability rate
By staff member, form and treatment
First response time
Between lead arrival and first message
Stage progression
Where the process slows down
Conversion per form
Which ad actually brings patients
- 3
- modules we built ourselves
- 6
- custom reports
- 24/7
- automated first reply
- One record
- every channel merged
Where the money leaks
Ad budget produces leads, but a large share evaporate before anyone speaks to them. The causes are almost identical in every clinic:
- Replying hours later to a message from abroad, by which time the patient has engaged another clinic
- WhatsApp conversations staying on a consultant's personal phone and never reaching the company
- Different consultants quoting the same patient separately
- Language mismatch sending the enquiry to the wrong person
- Treatment, accommodation and transfer details kept in three separate places
- No measurement of how many leads come from which country for which treatment
Three pillars of the implementation
On top of a standard CRM build we add the specific mechanics of health tourism.
Whatever channel it arrives on, one record
Facebook Lead forms, Instagram DM, WhatsApp and Messenger connect directly to the CRM, so ad data is never transferred by hand. Because conversations are written to the patient record, the history stays with the clinic even when a consultant leaves. As a side effect response time becomes measurable, and in most clinics that is the first time it becomes clear the real loss is in late replies.
- Facebook and Instagram form enquiries become records automatically
- WhatsApp conversations write to the patient record rather than a personal phone
- The form name is stored, so which ad it came from is not lost
- In multilingual teams the enquiry is routed to a consultant who speaks the language
The first message goes from the consultant's own number, within seconds
The moment a lead lands, a welcome message goes to the patient from the personal number of the staff member assigned to it. Not from a corporate line, but from whoever the patient will be writing to. As the message goes out the stage changes automatically, with nobody updating anything by hand. If the patient does not reply, a follow-up goes out after a set period; the moment they answer the flow stops and the record moves to the reached stage.
- The welcome message goes from the consultant's own line
- The stage changes automatically, with no manual marking
- No reply triggers a follow-up; an answer stops the flow
- The reachability rate rests on real replies, not manual ticks
Ad budget and staff assessment from the same report
The reachability report shows how many of the incoming enquiries were actually reached, broken down by channel, form and staff member, along with how many of those turned into sales. The stage-change report compares the hour a lead entered the system with the hour of first contact; saying "we reply immediately" is easy, measuring how long it actually took is another matter.
- Reachability per staff member: whose leads go cold
- Reachability per form: which ad brings which quality
- Conversion per treatment: what actually turns into revenue
- Stage-change report: where the process slows down
Not part of standard Bitrix24
The following are modules and reports we built. They run inside Bitrix24 rather than as separate software.
Reachability report
Measures how many enquiries were reached, broken down by staff member, form and treatment. This is what ad budget decisions rest on.
Stage-change report
Compares lead arrival time with first contact time and shows where delays concentrate, by person or by hour.
Hotel booking
Patient accommodation is managed from inside the patient record rather than a separate spreadsheet.
Transfer management
Airport pickups and clinic transfers are planned on the same record and land as tasks for the driver.
Online consultation
Pre-consultation appointments, the video meeting link and the notes afterwards stay attached to the patient record.
End-of-day report
How many leads arrived, how many were reached and how many progressed, summarised on one screen.
Why reachability is the critical metric
Whenever that rate drops, the problem is almost never sales skill; it is operations. The message goes out late, reaches the wrong person, or is never opened. Measuring it shows exactly where the problem sits and makes it fixable.
Per staff member
Whose leads go cold? It is common for the top closer to be the one burning the most leads.
Per form
Which ad form brings reachable leads? The cheapest lead can be the least valuable one.
Per treatment
Which treatment enquiry actually converts? Budget allocation follows from this.
Per hour
If delays concentrate in a particular time window, the shift model needs to change.
How we work
Lead flow never stops, so we switch over in phases without closing the line.
- 1
Measuring the lead flow
We map which channel, which language and which hour enquiries arrive in. Routing rules come out of that data.
- 2
Connecting the channels
WhatsApp, Instagram, Facebook Lead and the call line are connected so every enquiry becomes a record.
- 3
Follow-up automation
Welcome messages, stage changes and follow-up flows are built, with the wording written together with the consultant team.
- 4
Turning on the reports
Reachability, stage-change and treatment reports go live, and we rehearse the weekly reading habit with the team.
What you end up with
Implementation does not end at handover; it ends when the team starts reading the report.
- A patient record that unifies every channel
- Automatic lead routing by language and shift
- Welcome and follow-up flow with stage automation
- Reachability, stage-change and treatment-level reports
- Hotel booking, transfer and online consultation modules
- Recorded training for the consultant team
- A load check and tuning round before the season starts
How the operation differs by city
Health tourism does not run the same way in every city, and neither does the implementation.
| City | How the operation runs | Implementation focus |
|---|---|---|
| Istanbul | Hundreds of leads a day, shift-based consultant teams | Shift routing, campaign ROI, facilitator channel |
| Antalya | Holiday and treatment combined, seasonal peaks | Hotel booking, transfers, multilingual routing |
| Izmir | Fewer leads, decisions taking weeks | Online consultation, dormancy alerts |
Frequently Asked Questions
Is the reachability report part of standard Bitrix24?
It is not. The reachability, stage-change and treatment-level reports are ones we built; they run inside Bitrix24 but do not come with a standard setup. The same applies to the hotel booking, transfer and online consultation modules.
Can consultants' personal WhatsApp accounts be connected to the company?
A company number is connected through the WhatsApp Business API and several consultants can work from it. Migrating existing conversations from personal numbers is not technically possible, so we start the transition from an agreed date.
Is sending automated messages to leads from abroad lawful?
Replying to someone about the request they themselves submitted is not commercial messaging. If you later send marketing campaigns, the destination country's rules and the IYS registry in Turkey apply. We configure that distinction explicitly during implementation.
Is holding patient data a data protection problem?
Health data is classed as special category personal data under Turkish law and requires additional protection. We build the permission matrix accordingly: only the treating clinician and authorised staff can open the medical file, and access is logged. Where the data is hosted is part of the decision too, and deployment on your own server is possible.
Can we switch during the season?
It is possible but we advise against it. In peak season the team cannot make time for training and adoption stays low. If you come to us mid-season we usually connect the channels and follow-up automation immediately and schedule the fuller configuration for after the season.
How long does implementation take?
Channel connection and follow-up automation typically go live within two weeks. Because reports need accumulated data to mean anything, a full implementation usually spans four to six weeks. Team size and the number of channels are the two factors that drive the timeline.
Do you know how many of your enquiries you actually reach?
If not, that is the place to start. In a free introductory call we map your current flow and discuss how to set the measurement up.