Palace Property Management

Optical Practice Management Software

Monkey
Software

At a Glance

Customer
Monkey Software
Industry
Optical Practice Management Software
Background
• Largest optical IT supplier to independent optometrists in Australia and New Zealand

• Main product, 'Optomate' has integrated SMS capability to streamline communications
The Challenge
• Reduce appointment 'no-shows'
• Ensure fast order collection
• Quickly & easily promote sales & special offers
• Enhance customer service & experience
The Solution
SMS has been integrated into Optomate in a number of ways. Initially used for appointment reminders, it is now also used for order collection reminders and bulk SMS marketing.
The Outcome
Fast and easy patient contact, instant appointment attendance confirmation as well as time and cost savings for customers and staff.

Background

Monkey Software, aspiring to set the world standard in Optical Practice Management Systems.

Optical industry software provider uses MessageMedia to help customers improve profitability, productivity and streamline communication.

Monkey Software is an Australian owned and operated company and a part of the largest optical IT supplier to independent optometrists in the world.

The company’s main product, Optomate Practice Management System (‘Optomate’), is used by more optometrists and optical dispensers in Australia and New Zealand than any other system. The Optomate Premier series includes the latest in database systems and interface design techniques, providing customers with a more effective and easy to use system. It has an integrated SMS capability that streamlines customer communication for appointment confirmation, customer service and marketing.

The Journey

SMS Helps Monkey Software Differentiate Themselves in the Market

Monkey Software first started working with MessageMedia in 2002, when SMS for business was in its infancy.

The company has always pioneered the use of new technology and director Chris Monks said that they could clearly see how SMS would benefit the business and how, at the time, it would differentiate them in the market.

“We saw how powerful consumer text messaging was from the phone in terms of being brief, instant, and ubiquitous. We knew that those same qualities could be of tremendous benefit for our customers, particularly if we were able to integrate the service directly into our software.”

MessageMedia was the pioneer of business text messaging, and offered features that were built for business such as two-way messaging and Application Programming Interface (API) integration. Two-way messaging is an optimal solution for appointment confirmation, helping to reduce latecomers and 'no-shows' and API integration allows companies to simply and easily build SMS functionality into systems and workflow processes.

“We chose to partner with MessageMedia because the product supported two-way SMS, the company was Australian with support and development based locally, and we found the API very easy to use.”

Chris Monks
Director, Monkey Software Pty Ltd

The Solution

SMS has been integrated into Optomate in a number of ways. Initially it was simply used for appointment confirmation and once-off patient and sales representative messaging. This provided immediate benefits to customers as improving appointment attendance has a direct impact on the bottom line.

Optomate user, Glenn Howell Optometrists, said that they use SMS for appointment reminders. “It’s a lot quicker than making a phone call, and as the software is on all computers anyone can send and check messages and report back to reception or follow up. Appointment attendance confirmation is instant, which is great for us, and our customers have told us that they like it as well.”

Chris said that over time, they have added other SMS applications including an order collection reminder capability and bulk SMS marketing. Another Optomate user, Moore Eyes, uses SMS for order collection, “We simply close the order on Optomate, select ‘pick up notification’ which is a pre set message we have loaded into the system and press send and the SMS goes straight to the customer’s mobile. It takes seconds, so the time management is fantastic and our phone bills are smaller. Our customers love the service as well, because it’s just so convenient for them.”

The most recent software edition of Optomate, Optomate Touch, now also supports bulk patient recall SMS, which allows practitioners to select a group of patients based on criteria such as ‘last appointment >12months’ and send out a bulk message to prompt them to book an appointment or contact the store.

The Outcome

Cost and time savings with increased efficiency

“Integrated SMS messaging delivers strong benefits for our customers and their customers,” said Chris.

“The main benefit of having SMS integrated into Optomate for Monkey Software customers is that it enables fast and easy patient contact. Appointment attendance confirmation is instant, and if patients cancel or can’t attend, they can fill an appointment from people on a waitlist, and make the most out of everyone’s time.

Other benefits for our customers include the fact SMS is much cheaper than a phone call or a stamp, which saves them money. SMS is fast, which makes them more productive and saves them time and it also creates a positive perception for patients that they are working with progressive practitioners.”

Chris said, “I enjoy working with the MessageMedia team and have always found that they provide great support. We would definitely recommend other software providers consider using the MessageMedia technology.”

About MessageMedia

MessageMedia is Australia's largest business mobile messaging service provider, and a leading player globally with significant market share in the U.S., U.K. and New Zealand. Through its reliable and innovative IT solutions and award-winning customer service, MessageMedia helps businesses of all sizes deliver business efficiencies, improve customer engagement and increase revenue via the power of mobile messaging. MessageMedia provides a comprehensive range of mobile messaging solutions and consulting for businesses across almost every industry, including: alerts and notifications; appointment reminders; billing and payments; marketing; staff and rostering.

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