Multi-specialtyIndiaBangalore Hospitals took the switchboard off the front desk
Two sites, many departments, and a single number that every patient in the city dials.
- 2care scheduling
22,000
calls handled since going live
0
sites on one line
0
languages supported
Before
What was breaking
- One number served two hospitals and every department behind them.
- Peak-hour volume meant hold queues, and hold queues meant hang-ups.
- Patients called in Kannada, Hindi and English.
What we did
How it works now
- Every call is answered at once, with no queue however many arrive together.
- Department, site and doctor routing is applied from how the patient describes their need.
- The agent switches language to match the caller.
After
What changed
- No hold queue at peak.
- Routine questions never reach the desk.
- Appointment details are written back rather than noted on paper.
“At peak we simply could not pick up fast enough. That problem has gone away.”
The same flow, running
What this looks like on a live call.
The story above describes it. This is the flow itself, recorded end to end.
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