Sanitätshaus Nehls increases customer availability and simplifies customer inquiries with hellomateo

Sanitätshaus Nehls is a regionally rooted healthcare provider with three locations in Langenselbold, Rödermark and Nidda. Around 30 employees provide patients with rehabilitation aids, compression stockings, insoles and orthopedic products. In addition to inpatient care, home visits, repairs and coordination with care facilities and health insurance companies play a central role in day-to-day business. As a service-oriented company, Nehls places great value on personal support, quick response times and reliable availability. Managing Director Steffen Koopmann is responsible for the strategic direction and actively promotes the development of customer communication. The aim is to enable patients to contact them as easily and conveniently as possible, regardless of previous technical experience.

Before the introduction of hellomateo, customer accessibility was one of the biggest challenges. During home visits with several drivers and around 25 appointments per day, around 70 percent of patients could not be reached by telephone in the morning. Repeated calls delayed planning significantly and made efficient tour organization difficult. Repair requests also led to additional costs. On the telephone, many customers were unable to describe precisely what was wrong with their device. This resulted in unnecessary inquiries or additional on-site appointments. In addition, there was the cumbersome exchange of documents with health insurance companies. Written confirmations had to be obtained by post or email, which took time and slowed down processes.

The Nehls medical supply store primarily uses hellomateo for communication relating to home visits, repairs and document exchange. Appointment confirmations and feedback are now mostly sent via WhatsApp. Patients receive their tour announcements directly on their smartphones and respond easily by message. For repair requests, customers can send photos of their defective tools. The team recognizes at an early stage which spare parts or tools are needed and can often help with just a short guide. In addition, forms for follow-up packages are sent digitally and returned directly. This eliminates paper processes and organizational delays. Communication is becoming significantly easier for patients, while internal processes are becoming more efficient and easier to plan.

Using WhatsApp as a communication channel significantly changes accessibility. Instead of not being able to reach numerous patients by telephone in the morning, the team is now receiving reliable feedback on planned home visits. This reduces empty runs and makes daily planning much easier. Repair requests are processed more precisely and quickly. By uploading photos, problems can often be assessed directly or even solved without an on-site appointment. At the same time, digital document exchange with health insurance companies speeds up administrative processes. Patient acceptance is high. Customers who regularly use Messenger in particular find communication convenient, fast and uncomplicated. WhatsApp is increasingly being seen as a natural means of contact.