Case Study: Fortis Healthcare achieves operational efficiency and reduced client loss with Exotel

Fortis Healthcare improves operational efficiency and reduces client loss with Exotel

Fortis Healthcare, a major integrated healthcare delivery network in the Asia-Pacific region, faced challenges with manual appointment booking, a high call abandonment rate, and a lack of multi-channel support. To improve operational efficiency, they partnered with vendor Exotel and implemented its product, Ameyo by Exotel, to address these issues.

Exotel's solution provided self-service IVRs for automation and was seamlessly integrated with Fortis's existing PBX system. This enabled multi-channel support and implemented missed call alerts. The results included the full automation of appointment booking, improved customer acquisition, and complete data visibility through call tracking, which collectively reduced client loss and enhanced secure information exchange.

Fortis Healthcare