Case Study: Healthcare at Home (HCAH) achieves ultra-fast COVID helpline deployment and improved patient engagement with Ozonetel

How Ozonetel Simplified Home Care for HCAH with Full-featured COVID Contact Centers

Healthcare at Home (HCAH) is a leading home healthcare provider in India that has served over 400,000 patients, delivering ICU, cancer care, nursing and physiotherapy services at home. During COVID-19 the organization faced a rapid shift to remote care with rising call volumes, reduced patient engagement, coordination gaps, workforce strain and the need to combat misinformation — challenges they brought to Ozonetel to address using solutions like Cloud Agent and Contact Manager.

Ozonetel rapidly deployed full-featured COVID helplines and enterprise contact centers across Delhi, Punjab and Karnataka, launching within days and enabling 550+ agents to manage high call volumes. Using its Cloud Agent platform and Contact Manager, Ozonetel supported omnichannel patient engagement (twice-daily nurse follow-ups, prescription tracking), simplified patient monitoring and produced daily government reports; the scalable platform (100,000+ agent logins and 24M+ calls daily capacity) delivered faster response, improved patient experience and operational efficiency for Healthcare at Home.

Healthcare at Home

Gaurav Thukral

Chief Operating Officer