Case Study: Smart Applications International achieves 81% CSAT with Exotel's omni-channel healthcare CX platform

Smart Applications International boosts CSAT to 81% with Exotel

Smart Applications International, a leading digital healthcare solutions provider operating across 12 African markets, faced significant challenges in unifying its fragmented customer experience. Their communication channels were siloed, agent efficiency was low, and they lacked performance visibility. To overcome these roadblocks, they partnered with vendor Exotel to implement its omni-channel platform.

Exotel's solution consolidated all customer engagement channels into a single, unified dashboard for agents. This provided complete customer interaction histories and included an automated IVR system to manage communication during service downtime. The measurable impact was substantial: Smart Applications saw customer satisfaction (CSAT) jump from 60% to 81%, reduced email response times from one hour to 29 minutes, and cut wait times during outages by 48%.

Smart Applications International