Case Study: Dr Lal PathLabs achieves faster, more reliable customer support with Ozonetel’s cloud communication platform

Dr Lal PathLabs achieves 99.9% uptime and 100% privacy with Ozonetel

Dr. Lal PathLabs, a large diagnostic service provider, faced a dramatic surge in call volumes during the COVID-19 outbreak. This led to longer wait times, higher abandonment rates, and an urgent need for a remote-ready contact center. To address these challenges, they partnered with Ozonetel for its cloud communication platform.

Ozonetel implemented a multi-level IVR, auto dialers, and virtual numbers with call masking to automate queries and enable remote operations. This solution resulted in 3000 outbound calls per day, 99.9% uptime, improved first call resolution, and faster response times. The partnership with Ozonetel allowed Dr. Lal PathLabs to maintain seamless and secure customer service throughout the pandemic.

Dr Lal PathLabs