Geetanjali Group & Hospitals is a well-established healthcare organization in India, offering comprehensive medical services across multiple specialties. With a strong focus on patient care, the group operates across several facilities and departments including OPD, diagnostics, admissions, billing, and administrative services.
Despite having strong telephony infrastructure, the hospital faced operational limitations:
Multiple PBX Systems, No Central Reporting
Geetanjali Group & Hospitals had several PBX solutions running independently across locations and departments. This setup made it difficult to obtain a unified view of call activity, and critical call data was scattered across multiple systems, preventing management from understanding overall communication performance.
Lack of Call Tracking & Insights
There was no clarity on key metrics such as the number of inbound calls received, missed calls per department, outbound call volumes, or peak calling hours. Without these insights, management could not assess how effectively patient communication was being handled or identify areas needing improvement.
Complex Multi-Level IVR Without Analytics
While a multi-level IVR system existed for various departments, there was no data on IVR navigation paths, call drop-off points, or department-wise call load. This made it difficult to optimize the IVR structure for better patient routing and improved efficiency.
Limited Monitoring of Intercom & Outbound Calls
Internal intercom communication and outbound calls from on-premises dialers had no logging or measurable data, resulting in a lack of accountability and making performance tracking nearly impossible. Departments had no insight into usage patterns or efficiency.
No Digital Communication Channel
Patient communication relied almost entirely on voice calls, with no WhatsApp or messaging integration. This limited the hospital’s ability to send automated notifications, updates, or non-urgent messages, impacting patient convenience and engagement.
To address these challenges, a unified solution was deployed across Geetanjali Group & Hospitals.
We implemented a unified reporting layer that consolidated data from multiple PBX systems. Call Detail Records (CDRs) now provide complete visibility into inbound, outbound, and intercom calls, enabling management to track call volume, missed calls, and departmental performance from a single dashboard.
The existing multi-level IVR system was enhanced with detailed analytics, capturing IVR navigation paths, drop-off points, and department-wise call load. This allows management to optimize IVR flows and ensure patients are routed quickly to the correct department.
Both inbound and outbound calls, including those from on-premises dialers, are now fully tracked. Departments can measure call volumes, answer rates, and peak-hour traffic, ensuring accountability and operational efficiency across all communication channels.
Internal intercom communication is now monitored and recorded. Usage insights help identify bottlenecks, improve internal coordination, and provide accountability for interdepartmental communication.
WhatsApp was integrated into the communication workflow to serve as a digital channel for patient engagement. The hospital can now send appointment confirmations, lab report updates, and other notifications directly to patients, reducing dependency on voice calls and enhancing patient convenience.
All communication channels—PBX calls, intercom, outbound dialing, IVR interactions, and WhatsApp messages—are now visible in a single, actionable dashboard. This enables real-time monitoring, performance analysis, and informed decision-making for hospital management.
Multiple PBX systems were consolidated into a single reporting layer, enabling seamless multi-department and multi-location call monitoring with complete visibility of inbound, outbound, IVR, and intercom activity through one unified dashboard.
Operational Transparency
1 SIP Line
100 users
Enhanced Visibility
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