Practo is a pioneer in the modern Indian health care system. They are revolutionizing the way people connect with doctors. Their aim is to help people find the best doctors around them for all their medical needs. They also help doctors manage their appointments with a software tailor-made for them.
Right from the early days, Practo’s team had a secret weapon that gave them the edge. This secret weapon is none other than their CRM – Epicenter. Built by their in-house engineers, Epicenter is used for everything – sales, support, upselling, billing, and is the ERP for Practo.
Practo had a very clear mission – they wanted their customers to have a phenomenal experience every time they used their service. Naturally, Practo is fanatical about having a complete control over the experience their customer gets, irrespective of the medium. To do so, it was important for them to have a central console that allowed them to track and assess each aspect of customer communication.
Since calls and SMS were central to their customer experience, they needed a calling solution that integrated with their CRM and was easy to use.
Exotel – the perfect solution
After Exotel had introduced Practo to the possibility of cloud telephony, Practo integrated Exotel with Practo Epicenter. Today, their sales, support, marketing & accounts teams use Exotel to interact with customers
Integrating Epicenter with Exotel has helped Practo have all their customer data in one place. When employees of Practo speak to a client, they have all the call records, time & date of the prior conversations with the complete context and control of the situation.