Case Study: Dr. Lal PathLabs achieves seamless handling of post-pandemic call surge and reduced wait times with Ozonetel

How Ozonetel’s call automation helped Dr Lal PathLabs manage the surge in post-pandemic call volumes

Dr. Lal PathLabs, a leading Indian diagnostics provider, faced an unprecedented surge in post-COVID call volumes and lockdown-related service challenges. To manage long wait times, high abandonment rates and a flood of routine queries, the lab turned to Ozonetel and its cloud contact‑center suite, deploying multi‑level IVR, virtual numbers, auto‑dialers and deep CRM integrations.

Ozonetel redesigned Dr. Lal PathLabs’ IVR with a dedicated COVID testing/registration menu, added SMS “Get Test Report” prompts, enabled auto‑dialers to handle ~3,000 outbound calls daily and provided virtual numbers so 140 agents could securely work remotely. The solution routed calls intelligently, handled Estimated Time for Results queries entirely via self‑service, and boosted agent productivity—managing ~90,000 calls monthly while significantly reducing wait times and abandonment and improving first‑call resolution. Ozonetel’s platform (99.9% uptime) delivered measurable operational improvements and faster, more secure customer service.

Dr. Lal PathLabs

Munender Soperna

Chief Information Officer