Challenges
Redcliffe Labs was seeking a way to boost awareness and enhance interactions with their vast and diverse customer base. The end goal? Driving revenue growth through personalized engagement.
With Ozonetel’s unified, omnichannel CX platform, Redcliffe Labs built highly personalized interactions at scale and created an effective, efficient engine for sales
conversions and support.
Solution
Results
Engagement transformed. There was a local tone and touch to every conversation. Healthcare advisors’ efficiency grew by 2.5X, customer engagement jumped by 100% and sales grew by 40%.
Redcliffe Labs: Delivering Quality & Affordable Diagnostic Services in India
Redcliffe Labs, a fast-growing, new-age diagnostic lab in India has a bold ambition — to serve 500 million Indians by 2030. For this, they need to make every aspect of their service high-quality, affordable and accessible across the country, including their customer interactions. They needed to raise awareness about preventive health checks in Tier 2 and Tier 3 cities and leverage the latest technology to enhance sales conversions. Ensuring a presence on the right channels, delivering prompt support, and nurturing meaningful patient relationships beyond single interactions were also key objectives.
Adaptive IVR Accelerates Support & Prevents Social Media Escalations
With Ozonetel’s adaptive IVR solution, Redcliffe Labs would dynamically adjust their menu options and call routing based on caller input, history, and other contextual factors. 70% of customer queries were resolved via self-service IVR. Call queues dropped significantly, support became prompt, customers stopped airing out their grievances on social media, and NPS (Net Promoter Score) increased by 60%.
Personalization Optimizes Conversions
To maximize conversions, Redcliffe Labs knew that they needed to effectively connect with their customers, understand their pain points, and offer them test packages as per their needs. They took a data-driven approach to achieving this. Intelligent Routing Together, we set up an intelligent routing mechanism which effectively transferred a lead to the right healthcare advisor and the right channel (WhatsApp bot, WhatsApp Agent, or Phone calls) based on their demographics, their diagnostic requirements, and their preferred language.
Local Flavour
This personalized approach may include adding a local tone and flavor where calls are auto-assigned to a local representative, someone who speaks their dialect and is more tuned into their cultural sensitivities.
call logic
A robust call logic was built into the system. This included rules to determine which prospect should be called at what time. CRM data is accurately and automatically passed onto agents so they can improve conversions based on caller history.
Lead Source Identification
Teams receive lead source information to handle each conversation more effectively. Through source identification, agents can tailor their scripts accordingly. For example, an agent will handle a lead coming from a malaria test advertisement differently compared to calls for a health check promotion.
This dynamic system ensures optimal customer engagement and has resulted in 40% higher sales within twelve months. As a result, customer complaints have come down and we have achieved remarkable growth in Call NPS, increasing by 60% from 50 to 81 (above the industry average of 58-60) as of July 2023.
Data-driven Approach Optimizes Agent Efficiency
The agents employed by Redcliffe Labs are highly specialized — with a fair knowledge of medical terminology and treatments. It was important for Redcliffe Labs to optimize the time these agents spent conversing with prospects and customers. They needed to filter out leads that were unlikely to convert or had little interest in their service. By leveraging Machine learning, they were able to filter out junk leads (30% of the total leads) with 95% accuracy.
With deep CRM integrations, agents also have relevant customer data at their fingertips, including previous call summaries, helping them to close conversations faster and convert more easily. While previously they spent 4-5 calls, on average, to convert a lead, now they were converting most leads within the first call itself.
This dynamic system ensures optimal customer engagement, resulting in a significant 40% increase in sales over the past twelve months.
“With Ozonetel’s omnichannel solution, we can connect adaptively to customers and are able to build
a logic that is both scalable and personalized. Together, we have been able to do things that are very
new in the entire contact center industry.”
Abhishek Kumar
Benefits & Overall Impact
Wiith Ozonetel, Redcliffe Labs has delivered a healthcare model that goes above and beyond the usual. They’ve achieved operational efficiency, fostered trust through meaningful engagement, and provided a seamless, cost-effective, and high-quality diagnostic experience.
- 3X increase in conversion rates’
- 70% queries resolved through self-service
- 2X increase in customer engagement score
- 40% increase in sales
- 3X reduction in agents
- 60% improvement in NPS
