Customer Story Kognipraxis serves 28% more patients in its first year on the Medical CRM ERP.
The Belgrade practice replaced five separate systems with one platform. Capacity utilisation climbed eighteen points. No-shows halved. Hundreds of admin hours came back every month.
Kognipraxis Medical Center, a 22-clinician private practice operating three locations across Belgrade, today marks its first year on the Medical CRM ERP platform built by London-based AI studio Rabbit. In its first full year of operation the platform retired five separate tools, lifted appointment capacity utilisation from 65% to 83%, cut patient no-shows from 14% to 7%, and released more than 450 admin hours every month back to revenue-generating work.
Five tools, twenty spreadsheets, and a stamp.
Before the deployment, Kognipraxis ran on around twenty Excel spreadsheets for weekly capacity planning, a separate booking application paired with Google Calendar, an internal-finance app, the statutory bookkeeping tool, three Word document templates, and paper diaries for the clinical record. Every patient confirmation was printed, signed, and stamped by hand.
A typical appointment booking took ten to twenty minutes. Find the doctor. Check their availability. Confirm the location. Pull the patient history from paper. Confirm back to the doctor. Every step lived in a different file.
Two hours of senior staff time disappeared each week into capacity planning sessions. Partner-clinician revenue splits were reconciled by hand at the end of every month. Doctor availability, holidays, and sick leave had no central view. The no-show rate sat at 14%, with no automated reminder layer to catch it.
One platform built to feel like Excel.
Rabbit consolidated the entire operating stack into a single application. The brief from Kognipraxis was unusual but firm: the clinicians had refused to adopt typical clinical software in earlier evaluations, and any replacement would have to look and feel like the spreadsheets they were already living in. Rabbit kept that constraint at the centre of the design.
The platform went live in May 2025 with seven functions in production. The patient reminder module shipped in month four.
- Business overview dashboardCapacity, revenue, new patients, active clinicians, top treatments — readable in under a minute.
- Weekly plannerDrag-and-drop scheduling with daily, weekly, monthly views. Empty office-hours are visible by design.
- Patient recordsFull digital records covering history, group packages, and per-clinician notes. Paper retired.
- Financial overviewPer-appointment revenue capture with automatic per-clinician percentage splits across card, cash, and fund-invoice payments.
- Expense trackingCard reconciliation with staff attribution. Returnable or expensed items settled at month end.
- Absence and availabilityHoliday, sick leave, training visible to the whole team. Sick leave self-service triggers patient reassignment.
- Roles and auditClinician, office manager, CFO, CCO roles with a per-event audit log for regulatory protection.
- Notification engineNightly summary to clinicians from day one. Patient reminders via WhatsApp, Viber, and SMS live from month four.
What the first year on the platform delivered.
The capacity lift was the single biggest revenue lever. Kognipraxis operates 36 offices across three centres, each available for around twelve chargeable hours a day. Moving utilisation from 65% to 83% added roughly 1,560 chargeable hours every month at no additional clinician cost. Annual gross revenue rose from €1.08m to €1.39m.
The patient reminder module halved no-shows within ninety days of going live. Weekly capacity planning fell from two hours to fifteen minutes. Per-booking admin dropped from ten-to-twenty minutes to under two. Patient history lookup, which had taken minutes of searching through paper books, now took under a minute. The build investment paid back in month six.
None of those gains required additional headcount. Front-desk and office-manager time previously consumed by spreadsheet maintenance was redirected into patient acquisition, retention, and follow-up. The existing team absorbed all of the growth.
"We didn't want another medical software project. We wanted the way we already worked, but without the spreadsheets, the paper, and the manual reconciliation. Rabbit built that. A year on, we are seeing more patients with the same team, our financial picture is real-time for the first time, and the partner-percentage arguments at the end of every month are gone."
What changed in the daily flow.
A returning patient calls in the morning. The receptionist books her next four appointments in under a minute, across two clinicians she has seen before, at the location closest to her.
That evening at 9pm, each clinician receives an automated summary of tomorrow's patients by email. The patient receives a WhatsApp reminder one hour before her appointment the next day.
At the appointment, the clinician opens the patient's full treatment history in under thirty seconds. The consultation is transcribed; the notes are saved against the patient record. Payment is taken at reception, and the clinic's share and the clinician's share split automatically at the moment of payment.
On the first of the following month, the CFO opens the dashboard. The prior month's P&L is already complete. The partner-percentage statements are already calculated. There is nothing left to reconcile.
"Kognipraxis's clinicians had refused to adopt typical clinical software, so we did not build typical clinical software. We built one surface that looks and feels like the spreadsheets they were already living in, and made it carry the financial, scheduling, and patient-record work the spreadsheets could not. The result is a working production platform for a private practice at a price point that did not previously exist in this segment of the market."
What changed for the people doing the work.
"The first thing that went was the Sunday-evening spreadsheet stress. The second thing was the no-show calls. The third was the end-of-month percentage argument. By month six none of those things existed any more, and I had time back I had not realised I was missing." — Office manager, Centre 2.
"I used to spend the first ten minutes of every appointment finding the patient's history. Now I have it open before they sit down." — Clinician, Centre 1.
About Kognipraxis Medical Center
Kognipraxis Medical Center is a private medical practice operating three centres across Belgrade, Serbia. Twenty-two clinicians serve patients on subscription and packaged-appointment models across general practice and specialist consultation. The practice was founded in 2023 and is led by Dr. Ivana K.G.
About Rabbit
Rabbit is a London-based AI studio building intelligence-layer products for ambitious operators. The studio combines bespoke build capability with productised platforms in selected verticals. The Medical CRM ERP is the first product in Rabbit's owned-platform line, designed for private healthcare practices that have outgrown spreadsheets but cannot justify enterprise medical software pricing. therabbit.ai.
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