Apex Group of Hospitals brought patient enquiries, calling, follow-ups, WhatsApp communication and appointment actions into one connected workflow across five Mumbai hospitals.
Apex Group of Hospitals is a multi-speciality and super-speciality hospital group operating across Mumbai, with five hospital units across Borivali, Mulund and Kandivali.
For a multi-branch hospital group, patient enquiries rarely arrive through one channel or for one location. They may come through phone calls, missed calls, website forms, digital advertisements, WhatsApp or campaign activity. The challenge is ensuring every enquiry is captured, assigned, answered quickly and tracked until an appointment or an appropriate conclusion.
Before Smartsevak, the Apex call-centre team used Google Sheets to record and manage patient leads. Spreadsheets provided a basic record, but they made it difficult to manage a continuously changing pipeline across multiple hospitals and lead sources.
Was every enquiry recorded, and was a specific team member responsible for the next action?
How quickly was the first response made, and which patient follow-ups were still pending?
Were missed calls being recovered, and did the enquiry eventually result in an appointment?
Which branches, departments and lead sources were producing meaningful patient conversions?
Apex adopted Smartsevak to bring patient enquiries, call-centre activity, follow-ups and appointment actions into one system. Leads remain centrally managed, while the team can identify the appropriate hospital branch and create an appointment from the same panel.
All enquiries become visible in a common workflow with source, branch, status and ownership.
Smartsevak was connected with Apex's existing Tubelight cloud-telephony and dialler platform.
Missed callers receive an automatic acknowledgement, creating an immediate communication channel.
The team can make patient calls without shifting to a separate lead-management screen.
Attempted, connected and unanswered calls remain associated with the relevant enquiry.
Call history, agent activity, next actions and lead progress can be reviewed from one place.
A missed call may represent a high-intent patient actively trying to reach the hospital. Smartsevak captures the missed call and automatically sends a WhatsApp acknowledgement. The enquiry remains visible for the team to review and follow up, reducing the possibility of genuine patient enquiries being overlooked.
With leads automatically captured, assigned and visible to the team, Apex now responds to approximately 99% of patient leads within five minutes.
For a five-hospital group, enquiry volume alone is not enough. Management needs to know where traffic comes from, how it is distributed across branches, how quickly it is handled and which sources ultimately result in appointments.
Smartsevak provides a common dashboard through which Apex can analyse enquiries by source, branch, status, team member and conversion stage.
Identify which channels and campaigns are generating relevant patient interest.
Understand how patient traffic is distributed across different hospital locations.
Evaluate the quality and outcome of traffic, not merely the number of enquiries received.
Every lead captured in Smartsevak can be assigned to an individual team member with a clear status and next action. Supervisors can review unattended leads, pending follow-ups, first-response time, calls made, appointment outcomes, stage movement and delayed actions.
This reduces dependence on personal spreadsheets, individual memory and disconnected calling records while helping management identify where support, training or process improvement may be required.
Once a patient is ready to schedule a consultation, the calling team can create the appointment from the same Smartsevak panel. The patient can then receive WhatsApp communication such as appointment confirmation, hospital and branch details, doctor or department information, reminders and relevant visit instructions.
Apex also uses the platform to create and assign patient-feedback calling tasks, track completion and maintain management visibility without operating a separate feedback sheet.
The call-centre team used Google Sheets to record and manage leads. That gave them a basic record but made it difficult to manage ownership, follow-ups, calls and appointments across five hospitals and multiple lead sources.
No. Smartsevak was connected with Apex's existing Tubelight cloud-telephony and dialler platform, allowing calls and call activity to remain connected to the relevant patient enquiry.
Smartsevak captures the missed call, sends an automatic WhatsApp acknowledgement and keeps the enquiry visible for a team member to review and follow up.
Patient enquiries, calls, follow-ups and appointment actions are managed through one workflow.
Approximately 99% of patient leads are responded to within five minutes.
Response time for website-generated leads reduced from days to less than ten minutes.
Missed callers receive an automatic WhatsApp acknowledgement and remain visible for follow-up.
Calls, ownership, pending actions and lead movement are available for supervisor review.
Appointments, confirmations, reminders and patient-feedback tasks are managed from the same system.
We gained clarity on where business comes from, how our team performs and how patients move through their journey. For all our five hospitals, leads are now managed effectively through Smartsevak, and our team has become more productive.
The Apex story shows that a multi-branch hospital does not need separate enquiry systems for every location. It needs a centralised process that gives the calling team a complete patient view while allowing management to analyse performance by branch, source, team member and outcome.
All Rights Reserved © Copyright 2024 Smartsevak
