Revolutionizing Even’s Sales and Support with Conversational AI
Customer Company Size
Mid-size Company
Region
- Asia
Country
- India
Product
- Verloop.io Conversational AI
Tech Stack
- Conversational AI
- WhatsApp Business API
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Healthcare & Hospitals
Applicable Functions
- Sales & Marketing
- Business Operation
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Even is a healthcare company based in Bengaluru, India, that is revolutionizing healthcare by providing free primary care consultations and diagnostics, along with a seamless cashless insurance cover through its IRDAI-licensed insurance partners. Members receive exclusive access to an in-house clinical team consisting of experienced doctors and care managers, along with 24×7 member support for any health concerns. The team designs personalized programs for members with existing ailments, health goals, or at risk of specific conditions, following a proactive managed care approach. Even was incorporated in January 2020 and began operations in December 2021, expanding from a team of 40 to over 300 dedicated professionals, all working towards building a better blueprint for healthcare in India.
The Challenge
Even faced significant challenges in managing member interactions due to the lack of a unified communication space. The company preferred using WhatsApp for member interactions, but managing conversations across multiple devices and groups was cumbersome and inefficient. This manual handling led to a high chance of oversight and the risk of missing out on critical information. The need for a more streamlined communication solution became urgent to ensure comprehensive outreach and support. The pandemic further highlighted the absence of a robust system for facilitating remote monitoring, consultation, and home-based test bookings, emphasizing the need for a seamless and accessible healthcare solution.
The Solution
To address the challenges, Even implemented Verloop.io's Conversational AI solution during the third wave of COVID-19. This solution transformed their operations by providing a seamless channel for users to engage with Even, enabling them to book consultations, tests, and access necessary support effortlessly. The Conversational AI also supported Even's top-of-the-funnel efforts, allowing users to explore and purchase plans. Verloop.io's solution offered customization capabilities, allowing Even to craft personalized canned messages and unique templates for specific outreach without pre-approval. The intuitive dashboard enabled quick customization, freeing up time for urgent member support. The integration with WhatsApp ensured timely updates and reminders, crucial in healthcare. The solution also transformed sales dynamics, with a majority of conversions happening through WhatsApp or chat, and allowed for continuous follow-ups, especially during after-work hours.
Operational Impact
Quantitative Benefit
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