Expanding Patient Engagement Through Scalable Omnichannel Contact Center Operations for a Leading Fertility Care Group
Overview: Our client is one of India’s highly rated fertility treatment networks, operating 116 fertility centers across 20 states. With rapid expansion and growing patient outreach requirements, they partnered with us to scale its inbound and outbound contact center operations, strengthen engagement across 200+ marketing sources, and improve customer connectivity across regional markets.
Objective: To scale omnichannel engagement operations, improve patient connectivity and satisfaction, and support multilingual outreach across inbound and outbound channels.
Business Challenges
The expanding engagement model presented operational and outreach complexities that required structured support and scalable execution:
Rapid Scale Expansion: Operations grew from 23 seats to 170 FTEs, requiring structured capacity planning
High Data Volume: Average monthly outreach attempts of ~63K+ leads sourced from digital, electronic, and print campaigns.
Multi-Source Lead Management: Engagement across 200 different marketing sources required centralized tracking
Regional Language Support Needs: Requirement to manage patient communication across multiple languages
Connectivity Variability: Auto-dialer connectivity at ~17% and manual dialing at ~24% required optimization
The Solution
We deployed a scalable inbound and outbound engagement framework leveraging Genesys and Zoho Engagement platforms to manage real-time tracking, reporting, and patient query handling. A structured omnichannel outreach model was implemented to manage 200+ lead sources, improve connectivity through auto and manual dialing strategies, and coordinate appointment scheduling across centers. Multilingual support capabilities were strengthened to enhance patient experience and ensure consistent engagement across regions
Value Delivered
The engagement transformation enabled scalable outreach, improved connectivity, and consistent patient engagement across expanding operations
63K+
Monthly Data Attempts Across Marketing Channels
24%
Manual Dialing Connectivity
17%
Auto-Dialer Connectivity
3.1K+
Customers Reached in Initial Milestone
2K+
Doctor Visits Arranged Monthly
23 → 170
FTEs Scaled Successfully