Case Study: YouSee cuts patient complaint calls by 50% and streamlines helpline operations with Exotel

How Exotel streamlined Yousee’s communication system

YouSee (United Care Development Services), a nonprofit running volunteer-led patient assistance programs in Andhra Pradesh and Telangana, needed a streamlined communications system to manage patient grievances, escalate issues to authorities, and provide a permanent helpline for medical camps. To solve this, they adopted Exotel’s cloud telephony / Call Center Solutions for an easy-to-use dashboard and reliable calling infrastructure.

Exotel implemented a single dashboard with call recording, categorization, volunteer transcription, escalation workflows and reporting, allowing complaints and follow-ups to be tracked and resolved centrally. The helpline, piloted in Hyderabad in June 2017, handled roughly 30–40 calls per day, helped deliver nearly 100 blood components in July 2017, and enabled a 50% drop in complaint calls as hospitals responded to escalations; YouSee later expanded the service to multiple states using Exotel’s platform.

YouSee

Gunaranjan P

Founder