Dialer & PBX Integration
The dialer was integrated with the hospital’s on-premises PBX, enabling structured handling of inbound and outbound calls along with complete call data capture.
Success Story
SGVP Hospital moved from fragmented communication to a centralized, insight-driven system with DialShree.
Centralized visibility
Reduction in missed calls
Improvement in call handling efficiency
Reporting & Decision Making
Overview
SGVP Ahmedabad Hospital is a leading multi-specialty healthcare institution known for delivering comprehensive medical services with a strong focus on patient care, clinical excellence, and operational efficiency. With a high volume of daily patient interactions across multiple departments, the hospital relies heavily on effective communication to manage appointments, inquiries, and follow-ups.
Challanges
Challenges: Communication Without Visibility
Despite having a functional telephony setup, the hospital faced multiple operational challenges due to the lack of intelligence and visibility.
- No Centralized Call Reporting
The existing setup did not provide reports on inbound or outbound calls. The hospital lacked visibility into call volumes, missed calls, call duration, or peak hours, making performance assessment difficult. - Disconnected PBX & Dialer Environment
Although the hospital had on-premises PBX infrastructure, it was not integrated with a dialer or reporting layer. Call data was not captured or analyzed, limiting operational control. - Absence of Patient Profiling
Patient interactions were not logged centrally. There was no customer profiling or interaction history, resulting in fragmented follow-ups and inconsistent communication. - Manual Patient Communication
The hospital relied almost entirely on voice calls. There was no WhatsApp integration, no outbound messaging, and no digital channel to support appointment updates or notifications. - No Post-Call Insights
After-call reporting, agent performance metrics, and call outcome analysis were unavailable, reducing accountability and opportunities for optimization.
PRODUCTS & SERVICES
Integrated On-Premises Contact Centre Platform
To overcome these challenges, SGVP Ahmedabad Hospital implemented a comprehensive, on-premises contact centre solution designed to work seamlessly with its existing PBX infrastructure.
Centralized Reporting & Tracking
All call activity was recorded and presented through centralized dashboards, providing real-time and historical insights into call volumes, missed calls, and performance metrics.
Customer & Patient Profiling
Every call and inquiry was mapped to a patient profile, creating a 360-degree view of communication history and enabling more personalized and consistent follow-ups.
WhatsApp Integration & Outbound Messaging
WhatsApp was integrated into the communication workflow, enabling appointment confirmations, notifications, and outbound messages, significantly reducing manual call load.
Web Form Integration
Patient inquiries submitted through web forms were automatically captured, ensuring timely follow-ups and structured lead handling.
Post-Call Reports & Insights
After-call analytics provided detailed insights into call outcomes, agent activity, and departmental performance, empowering management with actionable data.
Functional Environment of offered Solutions
SGVP Ahmedabad Hospital moved from untracked telephony to complete communication intelligence with measurable improvements in visibility, efficiency, and patient engagement.
100% On-premises, Secure Infrastructure
50 PRI lines
5 Channels
Enhanced Call Analytics
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