Patient communication that runs on one platform.

The situation

The clinic operated across several branches, each running its own disconnected WhatsApp number and phone line for patient enquiries, appointment requests and follow-ups. There was no shared view of a patient's history across branches, no way to track which channel a lead came from, and front-desk staff spent a large share of their day answering the same pricing and service questions by hand. Appointment reminders were inconsistent, and no-shows were a recurring cost. The clinic needed a single, governed way to handle patient communication at scale without adding headcount.

What we delivered

• Migrated every branch onto one governed multi-number WhatsApp inbox, with role-based access and a full audit trail across the group.
• Deployed a no-code AI chatbot to qualify inbound enquiries by service line, answer FAQs and pricing questions, and route each conversation to the right branch and consultant.
• Automated appointment booking inside WhatsApp, with reminder messages sent 24 hours and 1 hour before each appointment.
• Integrated the platform with the clinic's existing CRM so every WhatsApp conversation and booking logs automatically against the patient record.
• Set up membership renewal and lapsed-patient re-engagement sequences, triggered automatically ahead of expiry dates.

The situation

The hospital group ran outpatient, diagnostics, fertility and surgical departments as separate operations, each handling patient communication independently. There was no unified view of a patient's journey across departments, and the call center carried a heavy load of routine appointment scheduling and lab-result queries that could be handled without a human agent. As a healthcare provider, the group also needed the platform to meet ISO 27001 and GDPR-grade governance requirements for handling patient data, with full audit trails and role-based access by department.

What we delivered

• Deployed an enterprise-grade multi-number governed inbox spanning every department, with SLA timers, role-based access and a full audit trail meeting ISO 27001 and GDPR requirements.
• Ran the platform as an on-premise deployment integrated directly with the hospital's EMR and CRM system, so patient records stay in sync across departments.
• Deployed an AI bot for 24/7 triage by department and service type, handling FAQs, pricing and general treatment queries, and escalating complex or sensitive cases to a human agent.
• Automated lab-result notifications and post-treatment check-ins to support follow-up compliance across departments.
• Set up a real-time CX dashboard tracking patient sentiment, agent performance and campaign return across the group.