Case Study: Docplanner achieves humanized, efficient medical appointment booking with Twilio

Docplanner phone humanizes medical appointment booking

Docplanner is a Warsaw-based digital health company whose mission is to “make the healthcare experience more human” by building apps and software for doctors, clinics and patients. Faced with overstretched staff and legacy phone systems, many smaller clinics lacked the resources for tech-enabled call centers but still needed reliable, context-rich voice contact to handle patient inquiries and scheduling.

Docplanner Phone is a SaaS solution that replaces legacy systems with a Twilio-powered voice stack (Programmable Voice WebRTC, TaskRouter, etc.), enabling receptionists to answer via browser, mobile app, SIP or forwarded handsets, match caller ID to patient records, create callback tickets, and add automation where it helps. The service—deployed across 13 countries and used by 70 million patients and 120,000 doctor profiles—supports smoother scheduling, fewer no-shows, and millions of visits monthly (about 8M), while allowing fast, even remote, clinic onboarding.

DocPlanner

Piotr Ziewiec

Co-Founder