Case Study: StepOne scales COVID-19 telemedicine helpline with Kaleyra cloud communication

Building A Scalable Telemedicine Helpline Service For Pandemic Relief With Project StepOne

StepOne, an India-based non-profit healthcare organization, needed to help the Government of India manage the COVID-19 crisis by building a National COVID-19 Telemedicine Helpline that could handle huge call volumes and provide 24x7 access to doctors. The challenge was to triage citizens efficiently, reduce overwhelmed helpline wait times, and support patients even without internet access or smartphones. Kaleyra provided cloud communication services including Voice, SMS, inbound IVR, outbound calling, and click-to-call.

Kaleyra implemented a multilingual, cloud-based screening and ticketing system for StepOne that automatically classified callers, routed high-risk cases to volunteer doctors, and enabled follow-up via SMS and outbound calls. The solution processed more than 610,000 calls per day in the first week, supported 5 million calls overall, enabled over 300,000 teleconsultations, and helped prevent around 320,000 people from getting infected. Kaleyra’s platform also supported 40,000+ high-risk suspect identifications and delivered actionable data to state authorities.

StepOne