DMD Skin Sciences

Given the sensitive nature of acne and acne scars, DMD Skin Sciences faced the challenge of catering to a clientele with a strong preference for video consultations over in-person appointments. The existing manual workflow needed to be automated to ensure a seamless and efficient process. One key aspect was ensuring that all consultations were pre-paid, eliminating the option for cash on delivery. Additionally, once the consultation purchase was completed, an automated system was implemented to send out a HIPAA-compliant medical form to the patient, streamlining the collection of necessary data for the consultation.

Streamlining an existing workflow was achieved by implementing automation, ensuring a seamless customer journey. This included transitioning all consultations to a pre-paid model and tailoring post-consultation care. Collaborating with Overdose. Asia, DMD Skin Sciences introduced reservation slot selection before pre-payment, facilitating precise scheduling and bolstering cash flow. The online transition encompassed video and email consultations while elevating email services with HIPAA-compliant form automation. Notably, DMD pursued omnichannel care amid industry shifts. Their extended reach includes enhanced email consultations for developing areas in the Philippines, aided by Shopify Plus for end-to-end care and medication delivery.

Customers were entering incomplete or incorrect addresses during the ordering process. This led to delivery delays, returned packages, and additional costs for reshipping. The accuracy of address information is crucial for successful order fulfilment and customer satisfaction.

We implemented a comprehensive solution for DMD that enhanced the address validation process. We integrated a user-friendly interface where customers could select their region, city, and pin code from a predefined list, ensuring accurate and error-free address information. This solution not only improved the overall user experience but also increased operational efficiency for the DMD team by eliminating the need for manual address verification and minimizing delivery errors. As a result, DMD experienced improved customer satisfaction with accurate and timely deliveries.

The previous website lacked landing pages that catered to different customer skin types, which are frequently used as search terms on Google. These terms reflect the genuine needs and intentions of potential customers seeking skincare products or information. Due to this deficiency, the website faced difficulties in gaining visibility on search engines and failed to reach its desired audience.

To address this issue, the Overdose. Asia SEO team conducted extensive keyword research, discovering high-demand keywords with a monthly search volume exceeding 40k in the Philippines market. The Overdose. Asia SEO team created tailored landing pages aligned with the search intent, thereby improving the website's visibility on these keywords.

DMD Skin Sciences encountered a challenge with their existing loyalty program, which focused primarily on intl.dmdskinsciences.com purchases, leading to a missed opportunity in customer engagement. Customers who shopped on marketplaces lacked incentivization to engage on the brand site, impacting overall retention and sales potential. This scenario called for an innovative strategy to drive engagement and bolster loyalty via SMS and email marketing avenues.

Collaborating closely with the DMD Skin Sciences team, Overdose. Asia conceived a bespoke loyalty program that harnessed the power of Yotpo Loyalty and Referrals, SMS, and Reviews. The program was meticulously tailored to optimize engagement and amplify the customer's lifetime value. By leveraging Yotpo's platform, the initiative strategically identified and engaged brand advocates, thereby transforming customer advocacy into a dynamic and cost-efficient revenue catalyst. This multifaceted approach not only revitalized brand loyalty but also translated advocacy into tangible, revenue-driving actions.