Case Study: Dr. Shterev Hospital achieves 49% lower contact center workload with Progress Software NativeChat

NativeChat Enables Deeper Patient Engagement at Dr. Shterev Hospital

Dr. Shterev Hospital, a reproductive medicine clinic in Bulgaria, faced a high volume of daily calls and messages, with most inquiries focused on appointments and schedules. To reduce repetitive work for its contact center team, the hospital turned to Progress Software and its Progress NativeChat chatbot platform.

Progress Software implemented a chatbot on social media and online channels to automate appointment booking and routine schedule questions. The result was a 49% reduction in contact center workload, freeing staff to handle more complex patient interactions and helping improve customer satisfaction.

Dr. Shterev Hospital

Ivan Todorov

Marketing Director