Case Study
Automation streamlines patient loyalty program
Results
Speed
Processing time: Reduced from hours to minutes.
Scale
Manual effort: Eliminated entirely.
100%
Accuracy: 100% error-free loyalty point allocation.
Company Profile
Major Indian fertility/IVF clinic chain, operates a national network of dozens of centers across multiple Indian states delivering fertility consultation, IVF/ICSI procedures, IUI, andrology, surrogacy support, and related reproductive health services. Among the largest IVF networks in its market by patient volume. Privately-held and PE-backed.
Challenge
Manual processing of loyalty point program
This organization’s Patient Feedback Loyalty Program is designed to encourage patients to complete the entire feedback process by rewarding them with loyalty points. Patients who successfully complete 100% of the feedback steps are awarded loyalty points which can be redeemed for a discount on their next purchase. Manually tracking the rewards program required constant tracking for feedback completion, which then led to delays in awarding points and reduced patient satisfaction. It was also vulnerable to manual errors, which could lead to missing eligible patients or incorrectly awarded points.
This process was time-consuming, entirely dependent on human intervention, and inefficient. Leadership sought a solution that would reduce human error, speed processing time, and increase patient satisfaction.
Solution
WonderBotz Automation Solution
The solution automatically checks daily feedback completion reports, identifies patients who have completed all required feedback steps, and instantly updates their loyalty points in the system. This end-to-end automation eliminates the need for manual work and ensures that rewards are accurate and delivered in a timely manner.
This solution allowed processing time to be reduced from hours to minutes and eliminated manual efforts and errors. This resulted in improved patient satisfaction, higher feedback completion rates, and stronger patient loyalty.
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