customer story

Grewal Eye Institute built a 25% appointment conversion engine with WotNot

Parminder Singh

IT Manager at Grewal Eye Institute

25%

chat to appointment rate

$618K

in pipeline revenue

675%

ROI

Industry

Healthcare

Headquarter

Chandigarh, India

Company size

51 - 250

Website

gei.co.in

About company

Grewal Eye Institute (GEI) is a model Eye Care Centre in the region with the wide range of advanced investigative, preventive and therapeutic facilities with highly qualified and experienced medical and paramedical personnel. There is a team of dedicated professionals running their respective facilities at the Institute. The doctors working at GEI have put in many years for training and service at the most prestigious ophthalmic centres in India and abroad.

The Challenge

Grewal Eye Institute, a trusted name in eye care, was experiencing rapid growth in patient inquiries, with most calls and WhatsApp messages focused on doctor availability and appointment scheduling. This high call volume created a considerable demand on their front-desk resources, resulting in long wait times for patients and diverting staff attention from in-clinic patient care.

The reliance on phone-based inquiries also posed challenges in terms of scalability. As patient volume increased, so did the need for an efficient solution that could handle inquiries in real-time without overwhelming staff.

Aiming to elevate their digital presence and improve patient experience, Grewal Eye Institute sought a solution that would enable patients to access real-time information and self-schedule appointments seamlessly through digital channels like WhatsApp and their website.

The Solution

To address these challenges, Grewal Eye Institute turned to WotNot for a comprehensive automation solution.

chatbot deployed in grewal eye institute website

WotNot provided a custom chatbot, seamlessly integrated across both WhatsApp and the institute’s website, designed to offer an intuitive, automated experience for patients. The chatbot allowed users to:

Check doctor availability
Browse appointment slots in real-time
Book appointments instantly

All of the above without needing to call the clinic.

The integration was tailored to provide accurate, real-time information, helping patients find convenient times with minimal hassle.

This automated solution not only improved accessibility but also reduced the strain on Grewal Eye Institute’s administrative team.

By streamlining the booking process, the institute could enhance their operational efficiency while offering patients a more user-friendly, accessible way to schedule care.

The Results

By implementing WotNot’s chatbot solution , Grewal Eye Institute successfully reduced the strain on their resources, increased patient engagement, and optimized the appointment booking process to create a scalable, automated experience.

Immediate impact figures within 90 days of its launch:

25% chat to appointment rate
1646 appointments booked
$618K in pipeline revenue
675% ROI
7K chats handled

Encouraged by this success, Grewal Eye Institute’s management began exploring additional use cases for automation like – follow-up reminders on WhatsApp, transactional notifications such as invoices, and post-appointment feedback surveys.

By expanding the chatbot’s functionality, the institute aims to further enhance patient communication and streamline critical touchpoints across the patient journey.

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