Infobip Case Studies Oladoc's Transformation: Enhancing Engagement and Reducing Costs with Infobip SMS and Voice

Edit This Case Study Record

	Oladoc's Transformation: Enhancing Engagement and Reducing Costs with Infobip SMS and Voice Infobip

Oladoc's Transformation: Enhancing Engagement and Reducing Costs with Infobip SMS and Voice

Infobip

Technology Category	Networks & Connectivity - 5G Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Healthcare & Hospitals Transportation
Applicable Functions	Logistics & Transportation
Use Cases	Last Mile Delivery Speech Recognition
Challenge	Oladoc, the largest digital healthcare platform in Pakistan, was facing a significant challenge with low SMS delivery rates, which was leading to low customer retention and patient show-up rates. Many patients using the platform were not receiving appointment confirmations or reminders due to these low delivery rates. Furthermore, due to literacy rates in Pakistan, many patients who did receive Oladoc notifications were not familiar with the style of communication and found it hard to understand the messages they received. As a result, they disregarded the messages, leading to missed appointments. These combined challenges were affecting the healthcare platform’s overall customer satisfaction and retention rates. Oladoc realized that to improve patient satisfaction and loyalty, they needed to work with a messaging provider that could guarantee higher SMS delivery rates and provide a more relatable and personalized experience. Read More
About Customer	Oladoc is the largest digital healthcare platform in Pakistan, connecting patients with healthcare providers and health services. Through Oladoc, patients can search for doctors by specialty, geography, satisfaction score, waiting time and make an instant booking. Hospitals can integrate with Oladoc’s practice management solution to manage their medical appointments and patient data. Oladoc currently operates in Pakistan with more than 6,000 providers subscribed on the platform, serving almost 500,000 patients every month. Read More
Solution	Oladoc decided to implement Infobip’s SMS and Voice solutions to address their challenges. Infobip, with its 40 data centers worldwide and 700+ direct connections, seemed like the right technology partner for Oladoc's business needs. The healthcare platform used Infobip’s communications platform to send personalized promotional messages and appointment confirmations via SMS. They also implemented Infobip’s Voice solution to set up reminder calls for appointments for both doctors and patients 15 minutes before the appointments. This helped patients who had trouble comprehending previous SMS messages communicate with Oladoc to get the right information on time. Additionally, patients could share feedback about the appointment by calling the same number, which helped doctors improve their patients’ experience over time. Read More Log in to view content
Contents

Technology Category

Networks & Connectivity - 5G

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Healthcare & Hospitals

Transportation

Applicable Functions

Logistics & Transportation

Use Cases

Last Mile Delivery

Speech Recognition

Challenge

Oladoc, the largest digital healthcare platform in Pakistan, was facing a significant challenge with low SMS delivery rates, which was leading to low customer retention and patient show-up rates. Many patients using the platform were not receiving appointment confirmations or reminders due to these low delivery rates. Furthermore, due to literacy rates in Pakistan, many patients who did receive Oladoc notifications were not familiar with the style of communication and found it hard to understand the messages they received. As a result, they disregarded the messages, leading to missed appointments. These combined challenges were affecting the healthcare platform’s overall customer satisfaction and retention rates. Oladoc realized that to improve patient satisfaction and loyalty, they needed to work with a messaging provider that could guarantee higher SMS delivery rates and provide a more relatable and personalized experience.

About Customer

Oladoc is the largest digital healthcare platform in Pakistan, connecting patients with healthcare providers and health services. Through Oladoc, patients can search for doctors by specialty, geography, satisfaction score, waiting time and make an instant booking. Hospitals can integrate with Oladoc’s practice management solution to manage their medical appointments and patient data. Oladoc currently operates in Pakistan with more than 6,000 providers subscribed on the platform, serving almost 500,000 patients every month.

Solution

Oladoc decided to implement Infobip’s SMS and Voice solutions to address their challenges. Infobip, with its 40 data centers worldwide and 700+ direct connections, seemed like the right technology partner for Oladoc's business needs. The healthcare platform used Infobip’s communications platform to send personalized promotional messages and appointment confirmations via SMS. They also implemented Infobip’s Voice solution to set up reminder calls for appointments for both doctors and patients 15 minutes before the appointments. This helped patients who had trouble comprehending previous SMS messages communicate with Oladoc to get the right information on time. Additionally, patients could share feedback about the appointment by calling the same number, which helped doctors improve their patients’ experience over time.

Impact #1	The implementation of Infobip’s platform to send SMS messages and enable Voice calls showed significant results for Oladoc. The healthcare platform’s SMS delivery rate increased, which led to an increase in appointment show-up rates. This improvement in communication also resulted in a reduction in operational costs and an increase in revenue. The more relatable and personalized communication style also led to a surge in customer satisfaction. After experiencing these positive business results, Oladoc is now considering adding more communication channels in the future.

Impact #1

The implementation of Infobip’s platform to send SMS messages and enable Voice calls showed significant results for Oladoc. The healthcare platform’s SMS delivery rate increased, which led to an increase in appointment show-up rates. This improvement in communication also resulted in a reduction in operational costs and an increase in revenue. The more relatable and personalized communication style also led to a surge in customer satisfaction. After experiencing these positive business results, Oladoc is now considering adding more communication channels in the future.

Benefit #1	SMS delivery rate increased from approximately 80% to 90%
Benefit #2	10% increase in appointment show-up rates
Benefit #3	25% reduction in cost

Benefit #1

SMS delivery rate increased from approximately 80% to 90%

Benefit #2

10% increase in appointment show-up rates

Benefit #3

25% reduction in cost

Download PDF Version

Overview

Oladoc's Transformation: Enhancing Engagement and Reducing Costs with Infobip SMS and Voice

Operational Impact

Quantitative Benefit