Boost Patient Engagement: Managing 63K+ Monthly Leads with Real-Time Tracking and Multilingual Support
Overview: A leading fertility healthcare provider specializing
in advanced reproductive treatments, our client is
known for its medical expertise and patient-first
approach. To enhance operational efficiency
across their 150 Centres, they needed a solution
to manage high lead volumes, streamline patient
engagement, and enable real-time tracking.
Objective: To improve patient connectivity, achieve higher auto-dial and manual-dial success rates, ensure seamless engagement while boosting overall patient satisfaction.
Business Challenges
The lack of automation and a centralized system reduced scalability and hindered timely patient interactions. This led to
difficulties in efficiently managing and tracking leads. Key challenges included:
Lack of Real-Time Tracking: Absence of live tracking hindered accurate reporting and proactive engagement
Inefficient Query Resolution: Difficulty in addressing diverse patient concerns promptly and effectively
Limited Multilingual Support: Inability to cater to patients across different regional languages reduced accessibility
The Solution
Meeting the client’s needs, we implemented a centralized lead management system to streamline 200+ lead sources,
enabling efficient tracking and conversion. To enhance engagement, we introduced logic-driven auto and manual
dialing mechanisms, which prioritized and recovered non-contactable leads, supported by real-time tracking for
proactive follow-ups and precise reporting. Additionally, we provided multilingual support across regional languages
to ensure inclusive communication, while pre-visit coordination ensured seamless patient consultations. Coupled
with empathetic query handling, these measures resolved patient concerns and guided them to the nearest center,
boosting operational efficiency, patient satisfaction, and overall engagement.
Value Delivered
The solution enabled seamless query resolution, improved follow-ups, and enhanced connectivity, ensuring patients received timely and personalized care. The streamlined system also drove higher consultation rates and increased overall satisfaction, with auto-dial and manual-dial success rates improving to ~17% and ~24%, respectively.
63K+
Monthly leads managed, improving conversion and engagement capabilities
2K+
Doctor visits facilitated monthly, ensuring better care access by Patients
170
Seats scaled from 23, significantly expanding operational capacity