Case Study: Sabin improves medical service efficiency and customer warmth with Genesys Cloud

Unifying healthcare with AI-powered experience

Sabin, a healthcare provider, needed to improve service efficiency while keeping a personal, human touch for patients. Before working with Genesys, its phone and WhatsApp conversations were handled in separate systems, making it hard to unify data, manage cases, and track performance across channels.

Genesys implemented the Genesys Cloud platform, unifying voice, WhatsApp, email, and chat into one experience and adding a WhatsApp-integrated chatbot. As a result, Sabin replaced multiple regional messaging setups with a single personalized service, reduced unnecessary queue time and complaint handling, and improved reporting and targeted service improvements.

Sabin

Neilton Alves

Project Analyst