Case Study: Practo achieves 60% increase in call center efficiency with LeadSquared

How Practo Increased Call Center Efficiency by 60% with LeadSquared

Practo, one of India’s leading healthcare apps, faced persistent scheduling conflicts and a surge in inbound and outbound calls from marketing campaigns that their in‑house tools couldn’t reliably manage. To improve appointment confirmations, lead tracking and reporting as their agent count grew, Practo selected the CRM LeadSquared to handle call management, automation and analytics.

LeadSquared rapidly implemented a CRM solution—setting up a call center, automation workflows, smart views and a surgery concierge—to streamline lead allocation and prioritization. As a result, Practo saved an estimated 6–8 months of development effort, reduced decision‑making and response times, and boosted daily call center efficiency per agent by 60% while gaining much better measurement and reporting through LeadSquared.

Practo

Siddhartha Nihalani

Vice President of Product