You do not want customers to miss out on booking appointments - especially when the appointment has to do with healthcare and physiotherapy.
To be human is to err and having 10 front office receptionists does not guarantee that you will not miss calls when they are away from the desk or when calls come in after working hours.
This is why Spectrum Physio, a leading provider of physiotherapy and pain management services in Bangalore decided to go virtual with Corefactors.
About Spectrum Physio
Spectrum Physio is the largest chain of physiotherapy clinics in Bangalore, India. It has 40 highly qualified, dedicated, and experienced physiotherapists in different specializations under one roof.
Spectrum Physio has outlets in over ten locations in the city. These centres provide state-of-the-art physiotherapy and rehabilitation services with the most advanced concept of exercise and electrical modalities. They have top-notch infrastructure available for exercise therapy, electro-therapy, and rehabilitation.
The services provided by Spectrum Physio include inpatient care, outpatient physiotherapy, outreach or homecare physiotherapy, corporate consultation and ergonomic advice, sports training, and on-field injury management. They also have different programs for pregnancy exercises, geriatric physiotherapy, cyclist and runners physiotherapy, therapeutic fitness, and camp and training programme for charity organizations.
Spectrum Physio services specialize in pain management, orthopedic rehabilitation, and sports rehabilitation with strength and conditioning
Through its corporate wellness programs, Spectrum Physio has worked with more than 100 companies and conducted 5000 events. They have been associated with companies like Google, Yahoo, and Ola.
Challenges Faced and Why Corefactors
Too many cooks spoil the broth.
That’s just because of silos and lack of coordination.
What if each cook knew their role and there was a seamless transfer of knowledge and data about the process?
Even after having 10+ centres with front office receptionists, all inquiries were not being captured. There wasn’t a set process in place to record all inquiries. Everything was done manually and human error led to missed leads. This was affecting Spectrum Physio’s conversion rates.
In other words, too many cooks were spoiling the broth.
It was difficult to keep track of how the receptionists were doing their jobs in the 10+ locations. There was a huge amount of manual administrative work, which was affecting productivity. Manual errors were costing revenue due to missed opportunities.
While looking for alternate solutions for these problems, Mr. Dhanajeyan Jayavel, Founder and MD-CEO of Spectrum Physio came across Corefactors - a platform they could use as a virtual receptionist to ensure all calls were captured ensuring zero missed leads.
The solutions provided by Corefactors enabled Spectrum Physio to replace the front office receptionists with a centralized system that could be easily monitored.
The Corefactors Solution
“Earlier we had 10 locations with receptionists to book appointments and follow them up. Once we started using Corefactors, we now have a centralized watch station. It is like a war room where 4 executives sit together. All calls get routed through Corefactors.” - Mr. Dhanajeyan Jayavel, Founder and MD-CEO of Spectrum Physio.
A centralized System and a Virtual Number
Spectrum Physio's team struggled to ensure all calls were answered during busy periods. With multiple centers and varying schedules, inquiries sometimes went unanswered, leading to potential missed appointments and dissatisfied patients.
The clinic needed a centralized solution to record calls, log inquiries, and enable executives to manage follow-ups efficiently across all centers.
With patients and corporate offices often reaching out through this number via calls, the clinic required a system to capture every inquiry, even when the reception was unmanned. A virtual number that doubled as a helpline or brand number was used to capture and store lead information in Corefactors.
By implementing Corefactors' virtual number solution, Spectrum Physio transformed its inquiry management process. The virtual number ensured that every call made to the clinic was captured as a lead in the Corefactors Lead Box. This means no inquiry was missed, even if a professional was unavailable to answer. The call records are always accessible, allowing the team to follow up with patients based on their availability.
The centralized system allowed the clinic's executives to view the status of follow-up calls across all centers in one place. Whether confirming an appointment or addressing a patient’s concerns, the team could ensure that every lead is attended to promptly.
24*7 Call Monitoring
There was no need to worry about an unmanned reception when all calls (both incoming and outgoing) were recorded 24*7. Corefactors maintains a call log with call recordings that can be easily accessed, even offline.
“Corefactors has helped us to know what is happening exactly - it gives us a recording of information. Even though we have 4 executives, sometimes we miss important communication. We can track and follow up on that with Corefactors. One benefit is that it keeps on recording 24/7 whatever. There are no missed calls. We have achieved 100% call follow-ups with Corefactors.” - Mr. Dhanajeyan Jayavel, Founder and MD-CEO of Spectrum Physio.
24/7 monitoring guaranteed that no call slipped through the cracks. Whether it’s after hours or during a busy period, Spectrum Physio can now track and follow up on every patient call with ease.
The system provides complete transparency over call records, enabling the clinic to access call logs anytime, track follow-up status, and ensure that patients are attended to promptly.
Having a detailed history of calls helped executives understand patterns, such as peak inquiry times, frequently asked questions, and common concerns, enabling better staffing decisions and resource allocation.
The centralized war room and call tracking system have significantly reduced the administrative workload. Staff no longer need to manually log calls or track follow-ups, as Corefactors does this automatically.
Increased Productivity with Ease of Appointment Booking
By eliminating the need for receptionists at every location, Spectrum Physio’s executives now handle all patient communications from a single, centralized "war room."
This setup enables them to manage a larger volume of calls in a more organized manner, reducing the time spent coordinating between multiple centers.
Executives can focus on responding to inquiries and booking appointments efficiently without being tied to one physical location.
The consolidation of communications and the automation of call logging reduces the time executives spend on administrative tasks. This frees them to concentrate on more productive activities, such as handling more inquiries, nurturing patient relationships, and providing better customer service, without being bogged down by paperwork.
“With Corefactors, my amount of administrative workload has been reduced a lot. What AI is currently coming up with today, Corefactors has already enabled us to do that before. I am so happy with Corefactors and looking forward to other upcoming features that make appointment booking easy.” - Mr. Dhanajeyan Jayavel, Founder and MD-CEO of Spectrum Physio.
Overall View: Results
Spectrum Physio switched from disparate clinics manned by receptionists to a war room armed with Corefactors. Siloed systems were replaced by a centralized database that could keep tabs on calls 24/7 * 365.
Administrative and manual tasks were reduced, as a virtual receptionist was always available to record calls and store them for future audit and quality check purposes. Spectrum Physio has successfully achieved a 100% call conversion rate with zero missed leads.