12 African Markets, One Seamless Experience: Smart Applications Scales Digital Healthcare with Exotel 

For Smart Applications International, a leading digital healthcare innovator operating across 12 African markets, patient care doesn’t stop at providing access — it extends to every interaction.

Their mission: to make healthcare easier, simpler, and more human through digital innovation.

But scaling this mission across 12 countries came with a complex challenge — how to deliver consistent, empathetic experiences across multiple channels and regions.

That’s when Smart Applications partnered with Exotel, deploying an Omni-Channel Fusion Solution that unified customer interactions, improved response times, and created one seamless experience across borders.

The Challenge: Scaling Empathy Across 12 Markets

Even with a strong focus on customer well-being, Smart Applications’ CX operations were constrained by:

• Fragmented Communication Systems: Calls, WhatsApp, chat, and email were siloed, offering little visibility into the complete customer journey.
• Low Agent Efficiency: Agents toggled between systems, resulting in slower responses and inconsistent service delivery.
• No Unified Dashboard: Performance tracking across channels was limited, making SLA adherence and CX optimization difficult.
• Service Outage Chaos: During downtime, up to 700 calls could pour in within an hour — overwhelming teams without an automated response mechanism.
  

The Solution: One CX Engine for an Entire Continent

Smart Applications implemented Exotel’s Omni-Channel Fusion Solution to consolidate all customer interactions into a single, resilient hub.

1. Unified Dashboard: Calls, emails, WhatsApp, and chat were merged into one interface – simplifying workflows and boosting agent productivity.
2. Personalized, Contextual Support: Agents gained access to the full customer journey, enabling more human, informed conversations.
3. Automated Downtime Communication: An IVR-based system now alerts customers proactively during outages, offering callbacks and reducing frustration.
4. Scalability Across Africa: The solution is designed to seamlessly scale across all 12 Smart Applications markets, ensuring consistent CX across borders.

The Impact: Numbers That Speak for Themselves

The transformation was immediate – measurable across customer satisfaction, agent efficiency, and operational resilience.

Beyond the metrics, Smart Applications’ teams now enjoy simplified workflows and real-time insights — empowering data-driven decisions and sustainable CX excellence.

The Partnership

“The implementation journey was nothing but superb… they have been nothing but stellar… we didn’t feel overwhelmed with the implementation and scoping of the project.”
– Monicah Mukami, Head of Customer Experience and Success, Smart Applications International

The Takeaway

In a region as diverse as Africa, true scalability means more than expansion – it’s about building empathy at scale.

Together, Smart Applications and Exotel have set the CX standard for digital healthcare in Africa: consistent, contextual, and connected.

Read the full success story [link]