Business Platform
Apollo 24|7
Increasing patient bookings with WhatsApp Flows
Brand
WhatsApp Business Solution Provider
The multi-channel healthcare platform used WhatsApp Flows to drive a 49% lift in diagnostic test bookings and a 72% increase in average revenue per order, compared to its usual chatbot booking experience.
49%
increase in bookings using WhatsApp Flows, compared to usual chatbot booking approach*
72%
increase in average revenue per order using WhatsApp Flows, compared to usual chatbot booking approach*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
India’s all-in-one healthcare platform
Apollo 24|7 is a large, multi-channel healthcare platform, giving patients access to online pharmacy services, online doctor consultations and at-home diagnostic lab test bookings from their phone or computer. Apollo 24|7 is part of the Apollo Hospitals network, which was established in 1983 and features hospitals, pharmacies and clinics that offer in-person care in addition to online services.
Their Goal
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Healthier patient engagement
Apollo 24|7wanted to drive more leads, re-engage existing patients and increase revenue and appointment bookings among patients scheduling diagnostic tests.
Their Solution
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Booking powered by WhatsApp
The size and scale of Apollo 24|7’s services enable convenient patient experiences, such as the ability to book diagnostic tests from a phone or computer with a few simple taps. Patients can schedule lab appointments for one of Apollo 24|7’s in-person clinics online, and even schedule blood tests and other labs conducted by professional technicians in the comfort of the patient’s own home.
Previous campaigns utilized chatbot technology to help automate self-serve lab appointment scheduling, but for this October 2023 lead generation and engagement campaign, Apollo 24|7 decided to test the effectiveness of WhatsApp Flows compared to its usual approach. WhatsApp Flows empower businesses to create rich, end-to-end user experiences that make important actions like appointment scheduling simple and intuitive for customers. Apollo 24|7 worked with its strategic solutions provider Infobip to implement WhatsApp Flows and streamline the chatbot experience for its customers. With WhatsApp Flows, all booking interactions were contained within the chat, making it quick and easy for patients to access the services they needed.
“WhatsApp empowered us to create a new, end-to-end patient booking experience that resulted in higher revenues and more appointments. With the success of this campaign, we’re now planning to use WhatsApp across more areas of our business, including insurance, virtual consulting and order tracking.”
Prateek Tomar
Head of Marketing Technology and Insurance, Apollo 24|7
The campaign utilized three channels to engage its audience: Ads that Click to WhatsApp from Facebook to reach new patients, offline QR codes from print ads in leaflets and pharmacy store posters to reach new patients, which drove viewers to WhatsApp, and WhatsApp messages to re-engage existing patients. Ads That Click to WhatsApp were delivered to people who’d visited Apollo 24|7 on its app in the past six months and filled prescriptions with Apollo 24|7 but hadn’t booked a lab test, while WhatsApp messages were delivered to a similar audience who’d visited Apollo 24|7 on the web as well as in the app.
After tapping an ad or message or scanning a QR code to request a diagnostic test, potential patients were directed to Apollo 24|7’s end-to-end appointment booking experience created with WhatsApp Flows. From there, they could quickly and easily select the appropriate health test, request a lab kit, choose a date and time for their appointment and even apply a coupon code, all without leaving their WhatsApp chat thread with Apollo 24|7.
Their Success
By keeping the booking experience entirely within WhatsApp, Apollo 24|7 was able to drive more appointment bookings and higher average revenue per order than with chatbot scheduling. According to Apollo 24|7, its October 6-27, 2023 campaign delivered:
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More bookings and revenue
- 49% increase in bookings using WhatsApp Flows, compared to usual chatbot booking approach*
- 72% increase in average revenue per order using WhatsApp Flows, compared to usual chatbot booking approach*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
"WhatsApp Flows are game-changing features for our customers from various industries, including healthcare, where Apollo 24|7 shines as a prime example of its effectiveness. One of the key advantages lies in the power to create personalized customer journeys and interactive experiences, from appointment bookings to lead generation to feedback collection."
Ben Lewis
VP, Marketing, Infobip
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