Infobip Case Studies Biolab: Leveraging WhatsApp Business Platform for Enhanced Customer Engagement and Cost Reduction

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	Biolab: Leveraging WhatsApp Business Platform for Enhanced Customer Engagement and Cost Reduction Infobip

Biolab: Leveraging WhatsApp Business Platform for Enhanced Customer Engagement and Cost Reduction

Infobip

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Buildings Healthcare & Hospitals
Applicable Functions	Facility Management Sales & Marketing
Services	Testing & Certification
Challenge	Biolab, a leading medical diagnostic laboratory in Jordan, faced several challenges in maintaining customer engagement during the pandemic. The company's call centers were overloaded, especially during peak hours, leading to extended lag times for customers. Additionally, Biolab experienced a rapid expansion of its customer base due to its responsibility for PCR testing at multiple entry points into Jordan, in addition to its existing labs, drive-thru facilities, and house call service. This resulted in a significant influx of testers. Furthermore, Biolab's application was not appealing to patients, who preferred other channels to provide and receive information. The company needed to optimize its customer journey, automate communications through user-friendly processes, and provide round-the-clock support. Read More
About Customer	Biolab is a group of medical diagnostic laboratories that offer a full range of laboratory services in Jordan. Known for innovation, quality, and convenience, Biolab delivers timely, accurate results for improved patient care. It is the only laboratory in Jordan that has received the American Joint Commission International “JCI” accreditation as an independent laboratory, along with the European ISO 15189 certificate. Biolab is also certified by Jordan’s Ministry of Health and is adopted by all local banks and insurance companies. Read More
Solution	To address these challenges, Biolab chose Infobip as its WhatsApp Business solution provider. Infobip's platform integrated seamlessly with Biolab's existing platform, establishing simple and clear communication flows to enhance the customer journey. With Infobip, Biolab enabled its customers to pre-register for the company’s COVID-19 screening centers, drive-through facilities, and house call services. Customers could provide their personal information, location, and appointment selection. They could also receive their latest lab results by providing their phone or transaction number and use the online booking system for blood work. Adding WhatsApp to its communication mix meant Biolab could engage with customers on their favorite channel. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Buildings

Healthcare & Hospitals

Applicable Functions

Facility Management

Sales & Marketing

Services

Testing & Certification

Challenge

Biolab, a leading medical diagnostic laboratory in Jordan, faced several challenges in maintaining customer engagement during the pandemic. The company's call centers were overloaded, especially during peak hours, leading to extended lag times for customers. Additionally, Biolab experienced a rapid expansion of its customer base due to its responsibility for PCR testing at multiple entry points into Jordan, in addition to its existing labs, drive-thru facilities, and house call service. This resulted in a significant influx of testers. Furthermore, Biolab's application was not appealing to patients, who preferred other channels to provide and receive information. The company needed to optimize its customer journey, automate communications through user-friendly processes, and provide round-the-clock support.

About Customer

Biolab is a group of medical diagnostic laboratories that offer a full range of laboratory services in Jordan. Known for innovation, quality, and convenience, Biolab delivers timely, accurate results for improved patient care. It is the only laboratory in Jordan that has received the American Joint Commission International “JCI” accreditation as an independent laboratory, along with the European ISO 15189 certificate. Biolab is also certified by Jordan’s Ministry of Health and is adopted by all local banks and insurance companies.

Solution

To address these challenges, Biolab chose Infobip as its WhatsApp Business solution provider. Infobip's platform integrated seamlessly with Biolab's existing platform, establishing simple and clear communication flows to enhance the customer journey. With Infobip, Biolab enabled its customers to pre-register for the company’s COVID-19 screening centers, drive-through facilities, and house call services. Customers could provide their personal information, location, and appointment selection. They could also receive their latest lab results by providing their phone or transaction number and use the online booking system for blood work. Adding WhatsApp to its communication mix meant Biolab could engage with customers on their favorite channel.

Impact #1	The implementation of the WhatsApp Business solution by Infobip led to significant improvements in Biolab's operations. The company saw a 13.2% increase in the number of patients, with an average of 5,000 patients using the service daily. The introduction of the technology also helped reduce customer acquisition costs, as Biolab could reach out to the client over their preferred channel. With traffic redirected to WhatsApp, Biolab also witnessed a 17% reduction in call center operations costs. This not only improved the company's efficiency but also enhanced the overall customer experience.

Impact #1

The implementation of the WhatsApp Business solution by Infobip led to significant improvements in Biolab's operations. The company saw a 13.2% increase in the number of patients, with an average of 5,000 patients using the service daily. The introduction of the technology also helped reduce customer acquisition costs, as Biolab could reach out to the client over their preferred channel. With traffic redirected to WhatsApp, Biolab also witnessed a 17% reduction in call center operations costs. This not only improved the company's efficiency but also enhanced the overall customer experience.

Benefit #1	13.2% increase in the number of patients
Benefit #2	Average of 5,000 patients using the service daily
Benefit #3	17% reduction in call center operations costs

Benefit #1

13.2% increase in the number of patients

Benefit #2

Average of 5,000 patients using the service daily

Benefit #3

17% reduction in call center operations costs

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Overview

Biolab: Leveraging WhatsApp Business Platform for Enhanced Customer Engagement and Cost Reduction

Operational Impact

Quantitative Benefit