Context
Scheduling an appointment could turn into a series of phone calls, availability checks, confirmations, and reminders. For Veris, this process tied up call center resources and created opportunities for patients to drop out or for staff to be absent.
The opportunity was to give patients more autonomy and reserve human intervention for cases that truly needed it.
The challenge
Veris needed to increase appointments, reduce calls, and cut the appointments lost to missing confirmations or reminders.
The journey had to stay simple even when it included availability, payment, rescheduling, or delivering results.
The solution
Scheduling moved to WhatsApp. From the conversation, the patient checks availability, books, completes payments where applicable, and receives automatic reminders.
The flow can also deliver lab results, coordinate at‑home services, and allow rescheduling without restarting the process. Cases that require human intervention escalate with the context of the conversation.
Results
Appointments quadrupled. Incoming calls to the call center dropped 77% and no‑shows fell 35% thanks to automatic confirmations and reminders.
