Case Study: Hospital Alemão Oswaldo Cruz improves patient communication and reduces response times with Infobip

Hospital Alemão Oswaldo Cruz: Transforming healthcare communication with conversational messaging solutions

Hospital Alemão Oswaldo Cruz, one of Brazil’s top hospitals, faced growing patient communication challenges as it expanded into new regional facilities. Limited automation, fragmented channels, and a chatbot not connected to EMR/CRM systems caused long wait times, repetitive data entry, and an inconsistent patient experience. The hospital needed a scalable solution to improve service efficiency and support its rising patient volume, and turned to Infobip for help.

Infobip implemented a unified conversational communications platform with WhatsApp, SMS, RCS, chatbots, and CRM integration, including Infobip Answers and Conversations plus a HubSpot integration. This enabled automated appointment and exam scheduling, smoother handover to agents, and more personalized multichannel outreach. The results were strong: an 82% increase in bookings via WhatsApp, a 63.3% reduction in response times, and patient satisfaction rising from 84% to 96%, while also reducing operational costs.

Hospital Alemão Oswaldo Cruz

Thomaz Nunes

Senior Business Analyst