Q & A

Owned by Deborah Pender (Unlicensed)
Jan 22, 2018
3 min read

Do the National Averages/Industry norms apply to all practice size?

yes, to date we have not seen a significant difference in KPI's based on practice size. The only exception to this of course would be a start up practice that has no clients. It takes 12-18 months for their KPI's to approximate norms simply because they have too few clients in the first year of trading.


Are the National Averages/Industry norms taken only from Australian sources?

Yes, but we have been sharing data for many years with John Sheridan from the UK and there is not a significant difference.


Is there a current PMS compatibility list. And a list that shows what PMS are currently in development for compatibility?

We keep all compatible systems up to date here: https://www.profitdiagnostix.com/supported-systems/

we keep this list up to date so it will change regularly. Also lists compatible accounting software


What is the process for a practice that has an incompatible PMS?

Firstly, we need access to their database - this is the hardest part as it involves liasing with their hardware support contractors and/or their PMS provider. They are often reluctant to give access.

Note that we need 'read only' access to the data, we do not change anything in the source database. Doing this is a simple process, getting the person in control to agree can be hard. Usually, we just get the practice owner to put pressure on the person in control of the database and we seem to get access for most systems this way.

Once we have access we develop the new connector. On average takes us about 2 weeks.


Is there a fee for to the customer to make there PMS compatible? 

No fee. We like to connect as many different systems as possible.


What are the time frames for setup if a customer wants to go live?

Once we get the required access to the data, on average about 2 weeks.


If we submit a prospect how long till the customer is contacted

Sure, the sooner the better. I think we agreed that you would be primary contact and then if there were technical details to go over with the customer we could liaise directly after you made the introduction.


What do we need to qualify before we email you the lead?

Mainly that the customer is really interested and that they know we/you will be contacting them. I have had many leads in the past from other sources where the alleged customer does not remember :-)

For this, the customer would have had to have a simple briefing as to what the software does, to establish if they really want it

Secondly, it helps to know what accounting software and PMS they are on. This helps with the setting of expectations if either is incompatible and allows us to address the process of connecting a new system if required


Can we please see a typical Profit Diagnostix sales cycle to better understand timelines and next steps? 

  1. Customer hears about our product eg at a conference, from a colleague, at one of our webinars, finds it on the internet etc. We do not have a sales team in Australia visiting practices. 
  2. customer contacts our office and expresses interest. One of out team speaks to them, finds out their PMS andaccountingsoftware. We get their contact information, Address, email address, phone number. We explain over the phone that we will email them the info required to set it up
  3. Send an email that asks for a) teamviewer access to their server b) database access user name and password c) username and password for accounting software. We also tell them that if they do not know these to put us directly in touch and introduce us via email to their hardware contractor.
  4. We usually get a response in 24/48 hours. With this information we then connect the PMS and accounting software to profitdiagnostix.
  5. We set up a video conference (Using Zoom) with the customer and spend 40 minutes going through the system. Often we will record this and then share the recording privately with the customer. We also find one or 2 things that the customer thinks are important to monitor and set the system to email them a weekly report on these parameters - this helps them see the benefit of the system.
  6. The customer gets a 30 day free trial
  7. one of our team logs into Chargebee (an online credit card billing system) and adds the customer
  8. when 30 day trial is over, thecustomeris automatically notified by the billing system and they have to add their credit card to carry on using the system
  9. once credit card is in, billing continues automatically as a subscription until customer decides to cancel.