Case Study: Practo achieves unified customer communications and enhanced customer experience with Exotel

Exotel enhances Practo’s customer experience with call integrations

Practo, a pioneer in modern Indian healthcare that helps patients find doctors and manages appointments, needed to ensure a consistently exceptional customer experience across channels. Because calls and SMS were central to their service, they required a cloud telephony solution that integrated with their in‑house CRM, Epicenter — Exotel provided that capability.

Exotel integrated its cloud telephony with Practo Epicenter so sales, support, marketing and accounts teams can place calls, send SMS and see complete call records, timestamps and context from a single console. The Exotel integration consolidated customer data, improved agent context and resolution, delivered dependable support and pro‑active cost reductions, and helped Practo provide faster, more efficient customer experiences.

Practo

Shashank N D

Co-Founder & CEO