Case: Optimizing a Call Center for a Medical Clinic with UniTalk

The Challenge: Lost Calls = Lost Patients

The administrators of a private clinic could not handle all incoming calls during peak hours. Additionally, management did not understand which advertising (online, outdoor, radio) brought the most patients, as everyone called a single number.

The Solution: Smart Telephony and Analytics

We connected and configured the UniTalk cloud telephony.

1. Virtual PBX: We set up a voice menu (IVR) and call queues, which allowed for load distribution and ensured no call was missed.
2. Call Tracking: A separate phone number was assigned to each advertising channel (website, Google Ads, outdoor advertising). This allowed for clear tracking of where patients were coming from.
3. CRM Integration: All calls were automatically recorded in the CRM system, creating a patient card and saving the conversation recording.

Results

The number of lost calls decreased from 30% to 5%. Call tracking data analysis showed that radio advertising was ineffective, which allowed for the reallocation of the budget to more convertible online channels and saved up to 20% of marketing costs. Want to achieve the same results? Contact us!