- Healthcare
- ERP
- Multi-Branch
- Product Engineering
An 8-branch hearing healthcare network now runs every patient, sale, and referral from one ERP.
Branches connected on a single unified platform.
8
Branches connected on one platform
23
Procedures with automated billing & inventory
4
Roles with scoped access across modules
THE CHALLENGE
A multi-branch healthcare network without a unified system means every branch is an island.
Patient records, doctor referrals, billing, and inventory each lived in disconnected systems across 8 branches. With no cross-branch view, care gaps, commission disputes, and stock discrepancies kept growing.
- No single view of patients across branches — histories were inaccessible when a patient walked into a different location.
- Referral commissions were calculated manually, with no standardized system or BDM performance tracking.
- Billing, inventory, and clinical data didn't talk — a hearing aid sale needed manual stock and tax updates separately.
- Leadership had no consolidated cross-branch view of revenue, conversions, or operations.
Eljay Hearing Centre is a multi-branch healthcare network specializing in hearing, speech, and vertigo assessment and treatment. Operating across 8 centers, Eljay serves a diverse patient base — from newborns undergoing OAE screening to adults being fitted with hearing aids — with audiologists, receptionists, and BDMs working across locations. As the network grew, so did the complexity of keeping patient records, appointments, billing, inventory, and referral relationships coordinated across every branch. Vizdale designed and developed a comprehensive ERP purpose-built for the way Eljay operates.
One ERP connecting every branch, patient, and transaction
Cross-branch patient recognition
Automatically identifies existing patients across all 8 branches at the point of booking. Any branch can access complete patient history, clinical notes, and prior assessments — with the original branch retaining edit rights.
Specialized clinical workflows
Separate intake flows for in-clinic patients and hospital-visit newborn OAE screenings. The HAT (Hearing Aid Trial) form captures the full trial-to-order journey: subjective assessment, listening preferences, device specs, serial numbers, and lead management.
Automated commission and discount engine
A standardized 4-tier commission structure applied automatically on every doctor-referred transaction across diagnostic procedures and hearing aids. Manual override available per case.
Connected billing and inventory
Confirmed hearing aid sales automatically deduct stock, apply the correct GST rate, and generate a properly categorized invoice — no manual cross-updates.
Multi-stage payment tracking
Advance payments and final billing tracked separately with outstanding balances visible at all times — supporting the multi-step nature of hearing aid purchases.
BDM and referral performance tracking
Every referring doctor is linked to a BDM. The platform tracks referral volumes, conversion rates, and revenue generated per BDM and per doctor.
Automated patient communication
Appointment confirmations, cancellations, birthday and anniversary messages triggered automatically via WhatsApp/SMS. Templates customizable, delivery tracked with auto-retry.
Multi-branch analytics dashboard
Three dashboard views give super admins a live look at revenue by branch, diagnostic test volumes, audiologist performance, conversion funnels, stock distribution, and BDM effectiveness.
Configurable inventory alerts
Low-stock thresholds configurable per item per branch. Serial numbers tracked from entry through sale.
Role-based access control
Super admin, admin, audiologist, and receptionist roles each have precisely scoped access — by module, by branch, by data level.
How we built it
Phase 1 — Domain understanding and workflow mapping. Vizdale went deep into how Eljay actually operated — patient flow across branches, referral tracking, billing-to-inventory linkage, and where manual processes were creating the most friction.
Phase 2 — Information architecture and feature scoping. Vizdale defined the full ERP scope — all 8 modules, role-based access structure, cross-module data flows, and edge cases unique to hearing healthcare.
Phase 3 — UX/UI design. The platform was designed with multiple user types in mind simultaneously — receptionist, audiologist, super admin — each focused and uncluttered for its intended user.
Phase 4 — Development. All 8 modules built and integrated — automated commission engine, real-time cross-branch patient recognition, WhatsApp/SMS integration, multi-dimensional analytics, and the connected billing-to-inventory pipeline.
Phase 5 — Testing and rollout. System tested across all modules with real operational scenarios. Rolled out across all 8 branches with role-based onboarding.
What changed
Patient histories became accessible across all branches instantly. Commission calculations moved from manual to fully automated. Hearing aid sales now automatically trigger stock deduction and invoice generation. Management gained a live view of performance across all 8 branches. The HAT lead management system gave audiologists a structured way to track every patient from trial through to purchase. The referral network became measurable for the first time — doctor referral volumes, conversion rates, and BDM performance all visible in one place.
Eljay's growth across 8 branches created operational complexity that manual systems couldn't keep up with. We built them an ERP that connects every branch, every patient, and every transaction — so the network runs as one.