Selia is a marketplace that connects Spanish-speaking individuals around the world with certified mental health professionals for video and in-person consultations. Selia aims to provide culturally competent care by ensuring a cultural bond between specialists and patients. We spoke with Jaime Castro, head of product and data at Selia, to learn more about how his team utilizes Avenue to make data-driven decisions for their growing business while increasing revenue and customer satisfaction.

Before Avenue: re-running dashboards

Prior to adopting Avenue, Selia relied on a combination of in-house tools, such as Metabase for dashboards and Retool for no-code solutions. However, these tools proved time-consuming and manual, making it challenging to detect subtle changes or anomalies in their data. Avenue presented a compelling solution, allowing Selia to go beyond manual monitoring and automating their processes. With Avenue, Selia's operations team experienced significant time savings, enabling them to focus on proactive measures rather than reactive issue resolution.

With Avenue: Increased GMV + Patient Satisfaction

With Avenue, Selia witnessed transformative improvements in their operations. The ability to receive proactive alerts and real-time insights enabled them to address issues promptly. For instance, they leveraged Avenue to monitor appointment adherence, ensuring smooth customer experiences. Alerts are triggered when appointments are not completed, enabling immediate intervention to resolve technical or support-related issues. Additionally, Selia utilizes Avenue to monitor customer satisfaction, promptly addressing negative feedback and providing proactive support. 

Avenue's impact on Selia extends beyond operational efficiency and has led to tangible revenue growth. With a monitor to track daily gross merchandise value (GMV), Selia can quickly identify deviations in sales trends and take proactive measures to optimize marketing efforts and streamline checkout processes, preventing potential revenue loss. Additionally, Avenue's proactive monitoring of customer wallets has enhanced Selia's B2B vertical, ensuring that companies replenish funds before their employees are unable to schedule therapy appointments.

Avenue's alerting system plays a crucial role in ensuring that patients never miss out on booking an appointment. Whenever a patient struggles to find a suitable time, an alert is immediately sent to Selia's support team, who promptly communicates with the specialist to accommodate the patient's needs. This proactive approach has significantly increased conversion rates, especially for newly signed-up patients.  By leveraging Avenue's automation and intuitive features, Selia has achieved sustainable business growth while providing accessible mental health services.

Future Possibilities with Avenue

Looking ahead, Selia plans to leverage Avenue even further to optimize their growth initiatives. By integrating Avenue's features with their existing tech stack, Selia aims to enhance proactive alerts and incident monitoring for both growth and tech teams. They envision utilizing webhooks and automated workflows to streamline processes and reduce manual intervention. 

Avenue enables Selia to streamline their operations, enhance customer satisfaction, monitor growth metrics, resolve incidents promptly, and proactively engage with their B2B clients for upselling opportunities. Watch a product demo here!