The challenge
Enquiries arrived across a website form, a phone line and social messages, and the front desk could not answer all three during clinic hours.
What we did
One inbox for every channel, an instant WhatsApp acknowledgement with centre locations and timings, appointment reminders, and post-session follow-up — all inside consent rules.
The situation
Patients and families enquired wherever they found the centre — the website, a phone number on a hoarding, or a social message at night. The front desk handled all of it between patients, so the slowest response usually went to the most anxious enquiry.
What we changed
Every channel was routed into one inbox. An enquiry now receives an immediate WhatsApp reply with centre locations, timings and what to bring, followed by an appointment confirmation and a reminder. Consent is captured explicitly at the point of enquiry and opt-outs are honoured immediately, with audit logs kept against each contact.
The result
Response became instant on every channel without adding front-desk staff, and the team gained a record of every conversation against the patient enquiry.
Published with the client's permission; metrics are descriptive where the client has asked that figures not be disclosed.