About Centrum Medyczne CMP
Centrum Medyczne CMP is a healthcare provider serving patients through several models simultaneously: primary care (POZ), private visits (FFS), and medical packages. Customer journeys are long and multi-stage, and largely dependent on external factors — such as login via government services or online banking — which significantly differentiates this model from classic e-commerce.
The Challenges
Before implementing Positive User, communication was based mainly on email campaigns and basic informational activities. Despite having access to a large volume of patient data, the team lacked the tools to leverage it effectively. Key challenges included:
- No consistent data structure across systems
- Inability to track full patient journeys and measure conversions
- Highly complex processes that could not be handled with standard automation scenarios
- The need for iterative, phased implementation due to the scale of operations
Why Positive User
Positive User was selected as a platform that enables gradual development of marketing automation, offers flexibility in working with data, and provides real team support throughout implementation and beyond.
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How Positive User Helps
The implementation started with email communication, expanded to SMS campaigns, and is currently in the final stage of rolling out push notifications. All patient communication is now consistent, controlled, and managed within a single environment.
Organizing Patient Data & Journey Mapping
Positive User enabled precise mapping of full patient journeys on a timeline and data analysis via API. Using the primary care registration process — which consists of five stages — the team was able to identify real conversion barriers, separate operational issues from stages outside the organization’s control, and implement recovery mechanisms for patients at critical stages.
Communication Database — Single Source of Truth
A key element of the project was the creation of a central Communication Database collecting all information about messages sent to patients. Previously, activities were spread across several systems, resulting in fragmented data and limited visibility for frontline teams, including reception staff.
Today, Positive User is the single source of truth. Thanks to API integration with the internal system, the team has a real-time view of all sent messages (email, SMS, push notifications) in a dedicated employee interface.
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Dedicated Customer Success Support
The implementation was carried out with ongoing support from a dedicated Customer Success Manager, who coordinated the rollout and continues to support ongoing optimization. The collaboration is built on direct communication and fast response to evolving needs.
Goals & Achievements
The first implemented scenarios have already confirmed a direct impact on business results:
- Email deliverability: 98.5%
- Open Rate: 35%
- CTR: 2.7%
- Unsubscribe rate: 0.3%
- SMS campaigns generated dozens of conversions at a very high ROI — campaign cost accounted for only a few percent of the revenue generated
- On an annual basis, the platform paid for itself — including platform costs, SMS costs, and team workload
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