Case Study: Sisu Clinic achieves a unified omni-channel customer experience with Otonomee

Achieving a seamless unified service via one source of truth

Sisu Clinic, a patient-centric aesthetic clinic group in the Health Tech industry, needed to build a dedicated contact centre to support its international expansion. Their challenge was to provide a seamless, unified 5-star customer experience across numerous disparate channels, including voice, email, live chat, and social media. They lacked any facilities for reporting, measuring, or forecasting, which prevented them from understanding customer interactions and scaling their operations effectively. They partnered with vendor Otonomee to implement an omni-channel solution.

Otonomee implemented a fully integrated, cloud-based omni-channel platform that consolidated all of Sisu's communication channels into a single source of truth. This provided a 360-degree view of customer interactions and introduced comprehensive reporting and data analytics. The solution enabled accurate forecasting, reduced wait times through channel prioritization, and delivered actionable insights that led to immediate service improvements. As a result, Sisu Clinic gained the capability to track volumes, refine its contact strategy, and directly support its international growth plans, with Otonomee providing the key technological and analytical foundation for this scaling.

Sisu Clinic

Pat Phelan

Co-Founder and CEO