A concussion clinic integrated their EMR, CRM, and operations
A systems integration and workflow optimization engagement that brought operational clarity to one of British Columbia’s leading concussion clinics.
The challenge
Advance Concussion Clinic (ACC) is a leading concussion clinic in British Columbia, founded to address the growing concern of concussions in the region. With a team of specialists spanning multiple disciplines, ACC offers individualized support from prevention through to rehabilitation, ensuring the fullest possible recovery for their patients.
But their exceptional clinical work was masking a quiet operational problem. Case management was struggling — and it was holding the business back. Appointment scheduling was done manually via email, which created inefficiencies and left room for errors. Customer data collection was limited to what was captured at the point of booking. Lead generation and marketing efforts weren’t delivering results. Their website was outdated and unwelcoming. Financial management was locked to a local QuickBooks installation, making remote access impossible. And there were no standard operating procedures or patient feedback systems in place.
ACC knew the clinical side was strong. They needed the operational side to match — so they partnered with Cyberlobe to make that happen.
But behind the scenes, operations weren’t keeping up with the quality of their work. Nearly everything ran on paper, verbal communication, and spreadsheets. Job details were often communicated the same day work was expected to start. Project data lived in scattered spreadsheets that made reporting and information sharing painful. Field notes — materials used, job details, photos — were scribbled in small notebooks and passed along to a designated person, with the constant risk of important details being missed or forgotten.
Time tracking was manual and unstandardised. Each team member recorded their own hours against each job with no consistent format. And inventory? Tracked entirely by hand in spreadsheets, with no system to flag shortages or manage stock levels. The whole operation was held together by good people doing extra work to compensate for the lack of systems — and that’s not sustainable when you’re trying to grow.
The solution
Cyberlobe began by integrating ACC’s existing EMR system with their website, reducing manual workload and eliminating data entry errors. Patients could now schedule appointments online without the back-and-forth of email coordination.
From there, Cyberlobe implemented a CRM system to centralise customer data, enabling proper segmentation, personalised patient engagement, and more targeted marketing efforts.
The engagement focused on:
- EMR-to-website integration for seamless online appointment scheduling
- CRM implementation for centralised patient data and lead management
- Full website redesign focused on user experience, navigation, and content presentation
- Transition from local QuickBooks to cloud-based financial management
- Development of a patient feedback system to track service quality and NPS
- Documentation of standard operating procedures across clinical and administrative workflows
- SEO and marketing optimisation to improve online visibility and patient acquisition
The result
Cyberlobe’s engagement gave ACC the operational infrastructure their clinical reputation deserved — systems that actually work together instead of against each other.
Key outcomes included:
- Online appointment scheduling replacing manual email coordination
- A centralised CRM giving the team full visibility into patient data and marketing performance
- A redesigned website that reflects the quality of ACC’s clinical work
- Cloud-based financial management enabling remote access and collaboration
- Documented SOPs bringing consistency to day-to-day operations
- A patient feedback system providing actionable insight into service quality
- Improved online presence through SEO and marketing optimisation
ACC went from running clinical excellence on top of operational friction to having systems that support the care they deliver.