01The challenge
Missed calls, and no way to reach past patients
The clinic’s front desk handled bookings and reminders over the phone. At busy times calls went unanswered, and patients who couldn’t get through often didn’t call back.
There was also no easy way to reach people in the area, or to bring back patients who had visited before.
02What they switched on
Reminders, rescheduling and campaigns on WhatsApp
The clinic moved patient communication to its WhatsApp Business number with SAMWAD and switched on three things.
- 1Message templates →
Appointment reminders
Patients get a WhatsApp reminder before each appointment and confirm with one tap.
- 2WhatsApp Flows →
Reschedule in the chat
Patients who can’t make it pick a new slot in a short form inside WhatsApp, so the slot can go to someone else.
- 3Campaigns →
Local and past-patient campaigns
Opted-in patients get messages about treatments and follow-up visits, which brings in new enquiries.
See it in WhatsApp
One of the automations above, as the customer sees it.
Illustrative chat. Names and details are examples.Hi Neha, a reminder of your appointment tomorrow at 11:30 am at our Sector 50 branch.
10:40 amConfirmRescheduleNo problem. Pick a new time that suits you.
10:42 amChoose a slotDone ✅ See you on Saturday at 10:00 am.
10:44 am03The results
More confirmed visits, more enquiries, a calmer front desk
About 30% more appointments are now confirmed ahead of time, and 10% more patients reschedule instead of missing their slot.
Campaigns lifted enquiries by about 70%, and the front desk saves more than 40 hours a month that used to go on calls. These figures are the clinic’s own estimates.
04What you can copy
Lessons for healthcare teams
- A reminder with a Reschedule button turns no-shows into rescheduled visits.
- Past patients are the easiest people to bring back; stay in touch with those who opted in.
- Track confirmations and staff hours, not just bookings.
How we measured
- 30% more confirmed appointments. Share of appointments confirmed by patients after the WhatsApp reminder, compared with before. Source: from the customer’s own reports.
- 70% more patient enquiries. Growth in enquiries after starting local WhatsApp campaigns and reaching past patients. Source: from the customer’s own reports.
- 40+ hrs saved each month. Front-desk time no longer spent calling patients and returning missed calls. Source: from the customer’s own reports.
- 10% more appointments rescheduled. Patients who rescheduled in the chat instead of simply not turning up. Source: from the customer’s own reports.