Case Study: RS Wava Husada doubles patient service capacity with Mekari Qontak

RS Wava Husada doubles patient chat capacity with Qontak.com and boosts response rates by 70%

RS Wava Husada, a large hospital in East Java, faced significant communication challenges. Their call center struggled with unread SMS reminders and inefficient manual processes for handling thousands of monthly patient WhatsApp chats, often leading to patient disappointment. To modernize its system, the hospital implemented the WhatsApp Business API and automation solutions from vendor Mekari Qontak.

By adopting Mekari Qontak's omnichannel platform featuring WhatsApp Broadcast and an AI Chatbot, the hospital automated patient reminders and information delivery. This solution allowed RS Wava Husada to double its monthly chat volume to 8,000 without adding staff, while also achieving a 60-70% faster response rate. The implementation by Mekari Qontak significantly improved operational efficiency and patient satisfaction by providing real-time, accessible information.

RS Wava Husada