About Credihealth

Founded in 2014, Credihealth is a medical assistance company that aims to address existing challenges in the healthcare sector and fill the gap by providing online solutions products.

Credihealth gives guidance to patients from the very first consultation through the entire hospitalization process. Credihealth team identifies leading hospitals in cities according to the financial capabilities of the patient and their family and assist them in making bookings, request cost estimate for procedures, and manage admission & discharge processes.

Credihealth has a business model where it charges a subscription and market development fee to hospitals and provides all the information on the site for free. At the same time, the site also becomes an additional sales channel for the hospital, which is one of the major aspects differentiating the startup from its contemporaries.

Areas of concern

About 80% of the patients assisted by Credihealth belonged to rural areas and small towns and cities. With healthcare access being poor compared to the bigger metropolitan cities, providing a reasonably priced healthcare was the main concern. To facilitate this, Credihealth required a technologically sound platform. Credihealth had been getting around 1500 calls a day. Manually managing such heavy volumes of calls with 20 SMEs (Subject matter experts) was a challenging task. They missed around 50 calls per day on an average which is a huge number when you are a startup. But due to cost restraints, it wasn’t feasible for a startup to upscale the SME team.
To manage the current team size was burdening them and draining the team out. Medical field noesis and nature of queries are extremely diverse. Managing the queries accurately was also a challenge.

Nature of queries

Credihealth being a medical assistance company, the nature of queries received was very diverse. In a nation where consumer health information is
comparatively lower, providing information therapy that is tailor-made to meet the patient’s needs is what made this company different. The queries could be anything from medical diagnosis, finding specialists for particular procedures, estimated costs, to knowing which are the top hospitals in the
country.

For Kaleyra to provide a solution, understanding the various kinds of queries was the essential part
so that it could provide a tailored solution to Credihealth and meet their needs while adding value.

When the nature of queries was listed, the client was still using EPABX systems which had limitations on automating processes and unable to handle large volumes of calls with a limited SME.

Finding the doctor: Specialisation searched by patients, the credibility of the doctor, location, personalized guidance from the doctor

Booking Appointments: Date, time, availability of doctors, pre-booking, rescheduling, cancellation, availability of doctors

Cost: Cost per consultation, the cost estimate for procedures, Cost per surgery, follow-up costs, hospital expenditures, etc.

Admission: Managing admissions, admission costs, pre-admission procedures, procedures for admission, date, and time.

The credibility of the hospital: Hospital renownedness, Hospital vicinity, reach, nature of  service, availability of service in a particular hospital

Treatment criteria: Treatment intensity, treatment duration, number of visits for the treatment, treatment costs

Inquiry on medical conditions: Ailments, symptoms, past treatment records, treatment suggestions, clinical trials, ailment literature

Post-treatment feedback: Feedback on hospitals, treatment, procedures, doctors

 Offers and discounts: Discounts on fees, hospital procedures, consultation, etc., and offers about annual health checkup, etc.

How Kaleyra solved Credihealth’s issues?

Kaleyra’s Cloud platform fits the business needs of Credihealth perfectly. Cloud telephony offered a more robust, user-friendly platform that did not require physical space and was way better than the conventional PBX systems that have a number of limitations.

Kaleyra offered two solutions “Click 2 Call” and “Inbound IVR” to ensure Credihealth did not miss calls from customers and also increased operational efficiency.

Click 2 Call: How did it help avoid miss calls from customers?

Click 2 Call helped Credihealth reach customers at a convenient time. Customers tend to have a huge number of queries when it comes to healthcare and all of them require an immediate response. Though the Credihealth website offers a good amount of information, patients would want to know detailed information about doctors, hospitals, procedures, admission, post-surgery care, etc.
Providing a helpline would still result in patients having to wait for the call to be connected which would end up with Credihealth losing out on customers. Click 2 Call was the perfect solution to avoid long waiting time and avoid miss calls from customers yet provide a seamless customer
experience.
Click 2 Call allowed Credihealth to improve brand image which is very essential for a startup and portrayed them as a brand that is keen on solving any queries patients might have without subjecting them to longer call waiting periods. Click 2 Call provided a browser extension called “Callee” that enabled agents to make calls with just the click of a button.
Through Click 2 Call, not only could Credihealth concentrate on achieving customer satisfaction, it could manage and track customer support team’s performance and in real-time. The details about calls and graphical analytics paved way for Credihealth to understand the turnaround time taken by
agents to resolve customer queries.
It also allowed agents to add follow-up calls through Kaleyra’s simple dashboard and reach customers at their convenient time, add call notes thereby saving the time taken to address the query since they already have a note that helps them make the call more productive by offering a personalized experience to the customer. Callee enabled agents to make calls from their browsers and gaining an advantage by reaching customers faster, enhancing productivity. Credihealth could listen to call recordings between customers and agents which helped them understand the problem areas and contribute to improving call center performance.

How does Click 2 Call work?

Click 2 Call allows customers to drop their numbers on your website/app/CRM platform and allows your agents to get in touch with your customers instantly. This enables initiating a call with just a simple click and also helps increase the customer support team’s efficiency. An API helps bridge the call between customer and agent as soon as the former drop their number on your chosen platform.

Inbound IVR

Credihealth is a medical assistance company that was expected to manage calls between its customers typically patients who are looking for immediate or planned assistance for their health care queries. Whenever there is any serious outbreak of diseases, the number of calls received are huge. The solution to handle such issues also differ. Kaleyra offered a dedicated number to Credihealth where patients could connect to doctors anytime and get round the clock help to address the issue. There are scenarios where patients need immediate assistance from a healthcare professional. During the dengue outbreak, Kaleyra helped Credihealth to reach out to its thousands of customers through this dedicated number.

How did Inbound IVR help?

Inbound IVR by Kaleyra helped patients from across the country reach medical professionals easily and through a single number. The calls would get forwarded through Kaleyra’s platform to doctors who could assist patients with dengue care and what conditions to be observed in patients need hospitalization or decide if it could be managed from home etc. The calls were routed using the Smart Routing feature that ensured zero waiting time for patients and connects the calls to available agents immediately thereby providing smooth user experience.

Kaleyra’s Cloud-enabled remote working a possibility thereby allowing agents to answer customer’s queries anytime, anywhere without being chained to desks. This helped them build team efficiency and reach a larger target audience.

Kaleyra’s Cloud Effect

By using Click 2 Call and Inbound IVR, Credihealth was not only able to improve response rate it allowed quicker query resolutions as well. Click 2 Call also helped Credihealth in providing assistance to patients during medical emergencies and not burdening with heavy load of calls to agents.
Through Kaleyra’s Cloud platform, Credihealth could achieve lesser missed calls and collect feedback from patients about their services thus allowing them to focus on providing better user experience.

1. Some facts since Credihealth switched to Kaleyra’s Cloud Telephony offerings:
2. The number of calls per day increased from 1500 to 2200 in just 3 months. This accounts for the accumulated 46.66% increase in calls.
3. Operations now run across 50 major cities in India helping Credihealth without having to worry about scaling.
4. Cost-effective solutions helped company to accumulate smart savings by managing with lower number of agents and reduce manual redundancies by using more automated processes.
5. About 2 Lakh calls are handled in a span of 3 months
6. The customer retention rate of the client has increased to over 23% as a result of seamless customer experience
7. Customer complaints on missing the phone calls have now reduced to over 12% as the calls are being handled smartly and efficiently by agents with the help of Kaleyra’s Cloud platform.

Key Takeaway

Medical emergencies are uncertain. To sustain this uncertainty, the patient needs the right to proper information and good medical assistance. It becomes important for medical agencies and companies to stay connected with the customer in their hour of need. Through cloud telephony, the uncertainty of losing or missing out on calls is predominantly seldom. This keeps businesses running hand in hand with customers in their times of need, thus gaining unbreakable customer loyalty for the brand. Switching to Cloud telephony makes Businesses function more efficiently and serve customers hassle-free.