Case Study · Healthcare
Scaling patient acquisition from 10
to 700+ agents across 4 metros.
Research Ayu, a Maharashtra-based Ayurvedic healthcare brand offering a non-surgical alternative for patients advised orthopaedic and knee replacement surgery, unified lead capture, cloud telephony, SIM-based fallback, WhatsApp and AI call audit on a single platform — scaling from 10 agents to 700+ with near every patient call connected.
Company background
Ayurvedic orthopaedic care, scaled to a franchise network.
Research Ayu operates under two brands — Research Ayu and Shreshtha Knee Clinic — offering a non-surgical Ayurvedic alternative for patients advised knee replacement surgery. Operating across Mumbai, Delhi, Bengaluru and Hyderabad, the business runs on inbound-led patient acquisition with an active franchise network receiving centrally-supplied leads.
Patient acquisition runs through ads on Meta and Google. Every missed call is a possible lost patient. At scale across 4 metros and a growing franchise network, connecting every inbound enquiry to the right clinic — instantly — became the defining operational challenge.
- Maharashtra-based
- Ayurvedic alternative for knee replacement care
- Research Ayu & Shreshtha Knee Clinic brands
- Active franchise network with central lead supply
- Mumbai, Delhi, Bengaluru & Hyderabad
- Inbound-led patient acquisition
Business challenges
Before telecrm, Research Ayu faced five critical gaps in patient acquisition.
- 1
A CRM that billed for every small requirement
Research Ayu used multiple CRMs, but every customisation, integration or workflow change added cost. Support was slow and the system never fully matched how the team worked.
- 2
Risk of a missed patient call
Every missed call meant a possible lost patient. Enquiries needed to reach an available agent instantly, regardless of source or time.
- 3
Multi-city, multi-brand lead routing
With two brands, four metros and franchise clinics, every lead had to be qualified and routed to the right clinic without manual delays.
- 4
Connectivity gaps in virtual-number calling
Network dips and virtual-number issues caused patient calls to drop mid-conversation, with no reliable fallback during high-intent moments.
- 5
No reliable way to audit call quality at scale
With hundreds of agents handling patient calls daily, Research Ayu had no easy way to audit conversations, coach agents or spot quality gaps at scale.
Solutions & implementation
telecrm delivered a unified, India-ready patient acquisition engine across both brands.
All ad leads in one inbox
telecrm captured Meta, Google and other campaign leads in real time — no spreadsheets, imports or leakage.
Meta CAPI for better lead quality
telecrm sent qualified-lead signals back to Meta, helping improve lead quality and reduce wasted ad spend.
Auto-call on lead capture
The moment a lead came in, telecrm dialled an available agent automatically — connecting patients while intent was still high.
SIM fallback for weak virtual numbers
When cloud numbers dipped, telecrm switched calls to SIM-based calling so patient conversations stayed connected.
Patient communication via WhatsApp API
telecrm handled appointment reminders, follow-ups, nurturing nudges and segmented broadcasts through WhatsApp — with every reply captured back inside the patient's lead record.
AI Call Summary for scalable audit
telecrm summarised agent calls so managers could review quality, coach better and spot issues without listening to every recording.
Results
Every patient call now gets connected — auto-call on capture plus SIM-based fallback means no enquiry reaches voicemail. Ad spend is sharper, with qualified-lead signals feeding back to Meta so campaigns optimise on patients who actually convert, not just form-fills.
Every lead lands at the right clinic by city and brand without a single manual handoff — across two brands, four metros and a growing franchise network. Audit time has collapsed — AI Call Summary replaced manual listening, and what used to take a team lead a full week now gets done in an afternoon.
One platform now covers lead capture, calling, WhatsApp and AI audit with no per-feature billing and no surprise invoices. The same platform that ran 10 agents now runs 700+ — without a budget renegotiation every time the team expands.
We grew from 10 agents to 700+ across India, and telecrm has genuinely been a life saviour for us.
Conclusion
From 10 agents to 700+ — without breaking the engine.
Research Ayu moved from a CRM stack that billed for every step to a single platform that scaled with the team. Lead capture, calling, WhatsApp and AI audit now run as one workflow.
Across two brands, four metros and a growing franchise network, Research Ayu now runs a fully connected, zero-leakage patient acquisition engine on telecrm. When lead capture, telephony, WhatsApp and call audit live in one system, healthcare patient acquisition becomes much easier to scale.
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