Practo unites patients

and healthcare providers

through Kaleyra

Practo: Your home for health

Executive Summary
Practo is a SaaS based company that connects consumers to healthcare
It is proven that people check 98% of
providers through an independent medical website. Their aggregator their messages as compared to 20%
based system allows patients to search for healthcare providers according of their emails. Which is why, when it
to speciality, location, name, area, timings, recommendation or any other comes to effective communication,
bulk messaging has always been a
specification.
saviour for businesses. Through Bulk
messaging, businesses can now reach
Started in 2008, Practo has grown considerably and holds approximately out to their customers efficiently and
90% market share in India, today. The company has been steadily growing convey important information in no
time. This allows businesses to scale
and has now expanded base to over 15 countries worldwide.
according to market demand without
putting any limitations on growth.
Practo is trusted by millions of people around the world. From assessing
health conditions and finding the right healthcare providers to storing Through SMS services businesses can
strategically plan their communica-
health records and ordering medicines, Practo guides them along each
tion and expand their exposure in the
step of their progress towards a healthier lifestyle. market. By sending appointment
reminders, alerts, updates or other
With the company now sizing up with 200,000 healthcare providers, 25 important details, your customers can
access the information at their
Million patients making 50 Million appointments every year, scaling up and
convenience. By doing so, businesses
making sure that the doctors and patients are kept informed about their can ensure that customers are fully
appointments and schedules was an area of concern. Doctor-patient informed about products updates
communication became a challenge over the years as their growing and general information. By building
everlasting customer relations it is
customer base demanded a more comprehensive and efficient approach.
easier for companies to understand
Along with which it became largely important to make sure the right what their consumers want and thus
message reaches the right audience. improve brand loyalty.
A gap in healthcare
Practo’s success after it’s launch in 2008 was tremen- Kaleyra’s expertise in triggering and storing
dous and they slowly realised that the next logical enormous amounts of messages within a single
step was to introduce a platform that could help platform allowed Practo to communicate with
them communicate reliably, store their customer their healthcare providers and patients in real
database safely, and drive end-to-end customer time.
communication securely. After making a mark local-
ly, Practo was now growing and expanding its base Kaleyra’s seamless to use and highly detailed
to other cities within India while looking at entering platform helped Practo reach out to the right
other countries across the globe. customers at the right time ensuring that
patient care does not end at the doctor’s clinic.
Providing updates on lab test results, reminders etc. From sending out appointment schedule and
to both patients and doctors in real-time basis, for a reminders to follow ups with healthcare provid-
continuously growing target audience became ers, and feedback, Kaleyra has provided Practo
daunting. with a platform that has grown parallel to it.

Kaleyra saves the day

With a capacity to deliver more than 2.5 billion text

messages per month, Kaleyra crafted its messaging

2.5 solutions to meet Practo’s needs of catering to an

ever-growing customer base. It allowed for seamless
Billion communication with customers through text messag-
es that could be sent globally. With features that can
Text messages be modified to meet regulatory obligations specific to
per month different regions, Kaleyra made engagement with
customers hassle-free, secure and efficient for Practo.

With Kaleyra’s easy-to-use platform, Practo now sends

12
out 12 different types of messages, that each serves a
different purpose in connecting patients to healthcare
providers seamlessly. In such a way, Practo ensures
that both its patients as well as healthcare providers
Different types
stay updated and have access to all information at
of messages
their fingertips.
Booking confirmation SMS - Doctor and Patient

Patients: Doctors:
To reassure the patient that 10:10
To help healthcare providers 10:10

their appointment has been plan out their schedule and

scheduled, Kaleyra provides Doctor Name: Mr. XYZ know which patient is coming Patient Name: Mr. ABC
Number: 080 222 222 Purpose of Visit: Fever
immediate confirmation when, Kaleyra also sends
Time: 09:30 AM Time: 09:30 AM

messages post bookings. messages to healthcare

As a result patients have all providers with all the
information about their information about the patient
appointment including the regarding purpose of visit
doctor’s name, number, time and other details etc. This
etc. in one place. helps them prepare in
advance for the patient’s visit.

OTP
SMS

One Time Passwords serve as a

second layer of authentication
to the login process, making it
fully secure. By providing the
customer with a unique OTP,
Kaleyra ensures that each
patient’s information is private
and can only be accessed by
authorized users. Moreover, it
also makes Practo fully secure
against fraudulent login
attempts.
 Transactional SMS
Kaleyra sends over 5,000 messages every second. As a result of this vast
Txn of Rs. 500 made Your a/c no.
on Debit card XX1010 capacity, Practo is able to provide personalized service to all its patients XXXX001290X is
on 05-07-2018 09:50 at credited Rs. 500 on
XYZ hospital.
and also keep its healthcare providers aware of all payment transactions. 05-07-2018 09:50.
Combined balance in Combined balance is
A/c XX0001 is Rs.xxxx Rs.xxxx

Patients:
Once a payment is made, patients automatically get an alert message about
the transaction with all the details.

Doctors:
As soon as a patient makes a payment, the credit balance is instantly messaged
to the doctor with all the required information.

Reminder SMS
To make sure that the process is smooth, Kaleyra also helps send out
Mr. XYZ, you have an Mr. ABC has cancelled
appointment at ABC reminder messages to patients as well as healthcare providers. the appointment at
clinic on 05-07-18 11 ABC clinic on 05-07-18
AM (Today). Any query 11 AM (Today).
call 080-xxxx xxxx.
Patients:
This ensures that fewer appointments have to be rescheduled as patients are
reminded about their visit.

Doctors:
It also means that the doctor’s time is not wasted waiting for a patient who isn’t
going to show up. He can now utilize his work time optimally.
 Missed call notification SMS for rescheduling
SMS appointment
When a patient calls a doctor and is unable Practo allows patients and healthcare
to get in touch, a message is immediately providers the flexibility to reschedule
triggered to the doctor alerting them about appointments in case of emergency. This is
the missed call. This message includes the why Kaleyra sends out rescheduling details
details about the patient, when the call took to both the parties via messages to ensure
place and the number to get back to the that there is no confusion about the actual
patient. In such a way these messages appointment and all the meetings are
ensure that healthcare providers do not lose carried out hassle-free.
any interested patients. For Practo this
means that all of its customers are catered to
efficiently.

Cancellation SMS
Patients are also given the option of cancelling their appointment if necessary.
This allows them to get healthcare at their convenience.

Patients:
Patients can cancel their appointment by logging on to their profile on the app or
directly replying to a long code message sent by Practo. Once the appointment is
cancelled, the patients immediately get a message confirming the cancellation. Cancel
This ensures that they have full information about their appointment status, clarifies
that they have not cancelled by mistake, and avoids miscommunication.

Doctors:
Once a patient cancels an appointment, the information is also sent to healthcare
providers. In such a way they are kept updated about all their patients.

SMS to access laboratory reports

When a patient calls a doctor and is unable to get in touch, a message is immediately triggered to the doctor alerting them
about the missed call. This message includes the details about the patient, when the call took place and the number to get
back to the patient. In such a way these messages ensure that healthcare providers do not lose any interested patients. For
Practo this means that all of its customers are catered to efficiently.
Feedback SMS

Feedback gives key insights into the patients’ experiences and helps identify areas of improvement. For a company like
Practo, it’s first priority is to ensure that all its patients are satisfied with their services. So, it is important that the healthcare
providers are rated according to their treatment methodology. This is why Kaleyra sends feedback links to customers via
messages right after their appointment. It also means that patients can view the reviews given to healthcare providers by
others on their respective profiles and select a healthcare provider for themselves accordingly.

SMS to schedule follow-up appointments

Patients are provided service even after their first round

of interaction with healthcare providers. Once their first
meeting is completed, patients are sent messages about
scheduling follow-up appointments. This ensures that
patients receive complete care, are reminded about
follow-ups and can easily schedule the appointment.
Through regular checkups, healthcare providers can also
ensure that their patients are completely cured and see
desirable results.

Promotional SMS
By sending promotional messages through Kaleyra, Practo was able to effectively connect with its global customer base
instantly. In a cost effective way, patients were informed about product launches, special offers, discounts, etc. in a fraction of
the time. This helps drive traffic onto their website, increases number of patients using their platform, and also adds value to
their organization. These messages are also sent to potential customers on their database, in such a way they can expand
their circle of influence and turn leads into customers.

SMS to allow unsubscription

Patients regularly receive messages through Practo’s long codes. If a customer wished to unsubscribe from these services,
they can reply to these long code messages with the specific key words to opt-in or opt-out.
Bridging the gap
between Practo and customers

Through the specific Messaging solutions offered by Kaleyra,

Practo was able to provide customized service and stay
connected to every customer. As Practo grew over the years, so
did the solutions offered to them by Kaleyra. Today, Practo
sends approximately 15 lakh messages per day. Kaleyra has
effectively taken the concept of bulk messaging to a whole new
level. By providing patients and healthcare providers the
answers to all their questions even before they arise, Practo has
been able to cater to such a wide audience. Through Kaleyra
any business can send the right messages to their customers
and constantly interact with them, making it the one-stop
solution to all business messaging needs.

Key Takeaways
Why restrict growth when businesses can manage a large customer base without any additional infrastructure
or cost? Bulk messaging ensures that the information sent to clients is read in real time basis. One can also
automate all communication processes, reduce operational costs and understand their audience better,
simultaneously.

In a time when people are always on the go or on their phone, communication through SMS for marketing,
updates, promotions etc. is proven to work, ensuring that customers are completely engaged with a business’s
products and have access to details about it. Through Kaleyra, businesses can always stay connected to their
customers, no matter where they are!

Business communication can get complicated. Simplify it with Kaleyra, a multi-channel cloud-based
plateform that manages all business-customer interactions effectively. To discover more about
kaleyra’s services reach out at [email protected].

*This information is based on research conducted within Kaleyra

evolving mobile platform

www.kaleyra.com