Pathology labs · CRM
Write down every price call and home booking, so the lab can see which became samples.
A CRM for a pathology lab is a record of every enquiry before it becomes a sample: who rang, which test they asked about, who sent them and whether they came. It sits beside the lab software, which keeps bills and reports. GullySales sets up the fields, the habit at the desk and the reading of it.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
What CRM means
A CRM is the record where every enquiry, call and quote is kept against a customer, replacing separate notebooks, spreadsheets and memory. GullySales sets up or cleans an existing CRM and reports from it by enquiry outcome rather than by activity logged.
Last updated 6 Oct 2026. Rules for this trade differ by state and professional body, and they change. We describe restrictions in general terms, so check the current position with your own council or adviser before you publish anything.
For pathology labs
Where it usually goes wrong, and what we would do.
“The lab software is called the CRM”
Billing starts after the patient arrives. The call that never became a bill is invisible to it, which is why the lab cannot say how many callers were lost.
“Price calls live in the receptionist's head”
The person who answers the phone remembers a few callers and loses the rest. When she is on leave, nobody knows who was promised a callback.
“Corporate enquiries sit in one inbox”
A quote for a staff health-check is spread between one mailbox and one WhatsApp chat. When the HR contact writes again, the history has to be rebuilt from memory.
What we do
What we deliver for pathology labs.
Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.
A one-sheet record the desk can fill
A short sheet with the fields the desk will actually complete, designed around the busiest hour of the morning.
Result: The record is kept when the counter is full.
Source and referrer fields
A tick for how the patient found the lab and a space for the doctor or clinic that sent them.
Result: You can see which sources bring samples.
Outcome and reason-lost codes
A short list of outcomes and reasons, such as price, timing, distance or another lab, chosen at the end of each enquiry.
Result: You can say why callers did not book.
Repeat test dates and consent
A date for the next test and a note of whether the patient agreed to reminders, entered at billing.
Result: Reminders go only to people who asked for them.
A record for each corporate account
One entry per company with contacts, quotes, camp dates and what was decided, kept out of personal inboxes.
Result: A staff health-check enquiry does not depend on one person's memory.
A reading of the record
The enquiries read by source, test and outcome, and set against the baseline taken before work began.
Result: The owner sees what the counter has been telling nobody.
How the result is measured
- Enquiries logged in the CRM
- Data completeness
- Reports generated from CRM data
Recorded as a baseline before work starts, so every later report has an honest comparison.
What to record, and when
What a pathology lab writes down for each enquiry, and what never goes in.
- Test or package asked about
- Write the test in the patient's own words and the package name. This shows which panels bring calls and which bring samples.
- How they found you, and who sent them
- Ask every caller and tick one: doctor, Maps, Justdial, WhatsApp, a relative or a camp. Add the doctor's or clinic's name when the patient mentions one.
- Home or walk-in, and the slot
- Record the type of visit, the slot given and the area. A home booking with no slot written down is the one that gets missed.
- Outcome and the reason for a loss
- Mark collected, booked, thinking or lost, and write why: price, timing, distance or another lab. After a while the reasons show what to fix.
- What never goes in
- Keep results, diagnoses and report values out of the CRM. They stay in the lab system. Record the test name and the outcome of the enquiry, nothing about the patient's health.
- Do you need software yet?
- A shared sheet with these fields is enough while one or two people log enquiries and someone reads them. Move to software when several desks need one record.
Who it is for
This is written for these pathology labs.
- Neighbourhood labs beside clinics and nursing homes
- Labs inside a hospital or polyclinic
- Multi-centre pathology chains in one city
- Collection centres of a larger reference lab
- Labs that run corporate and school camps
- Pathology labs with their own radiology corner
Not for
It is not the right fit if.
- You want a guaranteed Google ranking or a guaranteed number of leads. Nobody honest can promise either.
- You need enquiries by next week and have nobody to answer them.
- You want posts and reach reported, not enquiries and orders.
How it works
From your first message to the first report.
No open-ended retainer. Every step gives you something in writing.
First
Your brief
You tell us what you need in a few short steps: your business, what you want, where enquiries come from and how they are handled.
After the brief
A conversation and a written scope
We read it, then talk with whoever handles your enquiries. If you want our help, the scope, the fee and the reporting come in writing, and nothing starts before you have read them.
Before work starts
Baseline recorded
Enquiries by source, reply time, conversion and cost per order, written down so every later report has an honest comparison.
After the baseline
The first fix goes live
The fix we agreed to start with is put in place and measured against the baseline, whether that is reply time, a follow-up sequence, the page buyers land on or the handover between marketing and sales.
As agreed
Report against the baseline
What moved, what did not, and what changes next, in plain words. How often you get it is set in writing before work starts.
At renewal
Renew on the numbers
The term ends and you decide whether to continue from the results. The length is agreed in writing before anything starts.
How the crm work runs
- 1
Map the sales process
We record how a deal actually moves from enquiry to close in your business today.
- 2
Configure stages and fields
The CRM's pipeline and fields are built to match that process exactly, not a generic template.
- 3
Set up automations
Reminders, assignment rules and follow-up triggers are configured so routine steps happen without manual effort.
- 4
Test with real deals
We run the configuration against actual current deals to catch gaps before the whole team relies on it.
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every later report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No guarantees we cannot keep
The term is agreed in writing and never a default twelve months. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
Your brief
Tell us what you need, and we will read it before we call.
Eight short steps about your business, what you want and who decides. Most questions are a tap, and you can skip any you would rather answer on the call.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
Can a spreadsheet do this, or do we need to buy a CRM?
The receptionist says there is no time to fill it during the rush. What do we do?
Patients message the lab on three different numbers. Where do those enquiries go?
Who owns the patient contact data if we change vendors or staff leave?
Can we pay doctors who send us patients?
Can we publish test prices?
How long is the contract?
How soon will we see results?
Who will actually do the work?
What do you need from us?
From the blog
Further reading for pathology labs.
5 min read · 6 Oct 2026What patients ask a pathology lab before bookingPatients ring a lab with a prescription in hand and a handful of practical questions. Here is what they ask, what a good answer sounds like, and where labs lose the booking.
6 min read · 6 Oct 2026What healthcare buyers check before they choose youA patient, a referring doctor and a hospital purchase team each check something different before choosing a provider. This post lists what each one looks at and where a clinic, lab or supplier loses them.
8 min read · 16 Apr 2026How a pathology lab gets doctors to refer patientsDoctors send patients to the lab whose requisition pad is already on the desk and whose reports arrive without chasing. Here is how a small lab earns that place.
More for pathology labs
Everything else we would do for you.
Closest to this: leads and follow-up
Also for pathology labs
Or start from the overview: sales and marketing for pathology labs.
Your next practical step
Tell us what you are trying to grow, and we will read it before we call.
Eight short steps, mostly taps. Skip anything you would rather answer on the call.