Twilio Case Studies Concilio's Transformation: Building a Healthcare Concierge Service with Twilio
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Concilio's Transformation: Building a Healthcare Concierge Service with Twilio

Platform as a Service (PaaS) - Application Development Platforms
Sensors - Camera / Video Systems
Healthcare & Hospitals
Life Sciences
Quality Assurance
Sales & Marketing
Speech Recognition
Time Sensitive Networking
System Integration
Testing & Certification
Concilio, an app-based healthcare service, connects users and their families to a health concierge who assists them in finding doctors and scheduling appointments. With over 25,000 clinicians treating more than 5,000 different medical conditions, Concilio's user base began to grow rapidly in 2018. This growth necessitated a more reliable telemedicine platform for virtual consultations, a challenge for Quentin Hayot, Concilio’s system administrator and lead developer. Furthermore, Concilio's contact center, which was initially using SIP trunks with an Asterisk-based PBX for connectivity, was unable to support the growing population of users and agents. Agents were registering at least one complaint about the system with IT per day, and VPN issues led to poor call quality, degrading the customer experience.
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Concilio is an app-based healthcare service that is available to employees as a workplace benefit. The company connects users and their families to a contact center agent who acts as a health concierge, helping them find doctors and schedule appointments with general practitioners or specialists for illness, injury, or well visits. Concierges then check in with patients post-consultation to see if they have any questions, provide downloadable prescriptions, and arrange any necessary follow-up care. The company has over 25,000 peer-recommended clinicians in its system treating over 5,000 different medical conditions.
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To address these challenges, Concilio turned to Twilio. Quentin Hayot was able to quickly build a more robust platform using Twilio Programmable Voice, Programmable Video, and Programmable SMS. To handle the increasing number of agents using the system simultaneously, Concilio sought a single platform that could unify all existing contact center tools and streamline various functions. Twilio’s Flex, a flexible, scalable, cloud-based contact center platform, was the solution. Flex could be set up quickly and integrated easily with the customer relationship management (CRM) software Concilio was already using. It allowed communication on multiple channels, including voice, SMS, WhatsApp, and WebChat, with integrated performance tracking on all channels. Quentin was able to set up the new contact center in a matter of weeks, improving the experience for both users and agents.
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The implementation of Twilio's Flex greatly improved the experience for both users and agents. After only ten days of implementing the new Flex system, agent complaints dropped to zero. The audio quality improved, connectivity issues disappeared, and reliability increased. Agents could focus on their jobs without having to fight the infrastructure. Concilio plans to continue to grow the tasks it can accomplish through Flex, including adding SMS messaging and scheduling capabilities for greater customer convenience. On the backend, qualifying calls with custom tags will make internal reporting automatic, increasing agent efficiency. The ultimate goal is to allow concierges to handle a case from start to finish almost without leaving Flex.
25,000 peer-recommended doctors available
5,000 medical conditions treated
0 complaints from contact agents after implementing Twilio's Flex
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