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CK Birla Hospital Simplifies Appointment Bookings with WhatsApp
Challenge
Patients looking to book doctor’s appointment at any of CK Birla Hospitals usually booked via website .However, the booking process involved multiple steps, often leading to dropoffs and delayed confirmations.
Even WhatsApp promotions and marketing campaigns redirected patients to the website, adding friction to the appointment booking experience.
To improve the appointment booking experience, CK Birla Healthcare decided to bring the entire journey on WhatsApp, making it faster and more accessible for both new and returning patients.
Solution
CK Birla Hospital partnered with Karix to launch a seamless appointment booking journey on WhatsApp. Patients could now book, cancel or reschedule appointments and evenconnect with a live agent for complex queries, all within a single chat.
Here’s how it worked:
An interactive chatbot guided patients helpingthem select a service and preferred hospital, choose a doctor and pick an available slot.
Once a patient submitted the booking details via WhatsApp Flows, the chatbot verified new users via an OTP while existing patients could directly confirm their appointment within the chat window.
Patients could then choose between two payment options, ‘Pay Now’ or ‘Pay at the Hospital’. Those who opted to pay online received a secure payment link leading directly to the payment gateway.
Patients could now easily reschedule or cancel appointmentson WhatsApp. The chatbot also connected patients to a live agent for timely and personalised support.
By making appointment booking intuitive and seamless on WhatsApp, CK Birla Hospital brought the warmth and reassurance of an in-person interaction to the digital world.
Impact
Within a month of launch, this WhatsApp-based booking journey delivered impressive results:
- 10500+ patients interacted with the WhatsApp journey to book or manage appointments
- 2300+ appointments booked over WhatsApp
- 150+ reschedules handled seamlessly viachat
- 100+ cancellations managed in real-time without website redirects
The initiative improved patient satisfaction while reducing dependency on call centres and manual work, allowing hospital staff to focus onhigh-value patient interactions.
Conclusion
CK Birla Hospital’s partnership with Karix shows how WhatsApp can transform patient engagement and communication. By eliminating friction and improving accessibility, the hospital has set a new benchmark for digital-first healthcare experiences – proving that care can begin with a simple conversation.
Ashish Anand
VP - Digital Revenue Growth and Gen AI Product, CK Birla Healthcare
Our goal was to make healthcare access as simple as sending a message. With Karix, we could create an effortless WhatsApp experience where patients could book, pay or modify appointments within minutes. The simplicity and reliability of the flow significantly improved our patient experience.
CK Birla Healthcare is a part of a CKA Birla Group - a multi-billion Indian conglomerate. It operates a chain of world-class hospitals offering advanced clinical care across specialties such as cardiology,orthopaedics, oncology, fertility and women’s health.
With state-of-the-art facilities and a strong patient-first philosophy, CK Birla Healthcare continues to provide ethical and compassionate care. (source)
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