HealthFirst Clinics
Multi-Location Clinic Chain Centralizes Support, Saves 30 Hours/Week
A chain of 15 clinics unified their patient communication, automated appointment scheduling, and saved 30 hours per week on routine queries.
Time Saved
Appointment Booking
No-Show Rate
Patient Satisfaction
The Challenges
Each clinic had its own WhatsApp number. No central visibility. Patients often contacted multiple clinics causing confusion.
Reception staff spent 70% of time on calls for appointments and clinic hours. Actual patient care suffered.
25% of appointments were no-shows. Manual reminder calls were inconsistent and time-consuming.
Patients called after hours for urgent queries. No way to provide basic information or book appointments outside clinic hours.
The Solutions
All 15 clinic WhatsApp numbers managed from one Convo AI dashboard. Central team handles queries, routes to specific clinics when needed.
WhatsApp chatbot shows available slots by clinic and doctor. Patients book directly without calling. 60% of appointments now booked via WhatsApp.
Automated WhatsApp reminders 24 hours and 2 hours before appointments. Patients can reschedule with one click. No-shows reduced by 35%.
AI handles clinic hours, directions, service information, and appointment booking even after hours. Human escalation for medical queries.
Implementation
Phased Rollout
Started with 3 pilot clinics. Refined workflows based on feedback. Then rolled out to remaining 12 clinics over 4 weeks.
Integration Setup
Connected clinic management system for real-time slot availability. Set up location-based routing for queries.
Template Approval
Created and got approval for appointment confirmation, reminder, and follow-up message templates from Meta.
Staff Training
Trained central support team and clinic receptionists. Created escalation protocols for medical queries.
"We were drowning in phone calls while trying to care for patients. Convo AI automated the repetitive stuff - appointment booking, reminders, directions. Our reception team now focuses on patients who walk in, not phones that keep ringing."
Dr. Vikram Mehta
Chief Operations Officer, HealthFirst Clinics
Channels Used
Features Used
Lower than Intercom, Drift, Crisp
AI chatbot from ₹0/month + per conversation
More Success Stories
45%
Cost Reduction
5 min
Response Time
2x
Repeat Rate
-40%
Return Rate