Going the Extra Mile in Customer Care: Helping India’s 1st GPS-based Ambulance Booking Platform Reach Patients Faster
The client is India’s first GPS-based technology platform for fast and reliable first-point medical attention— providing ambulances, 7500+ across 22+ cities in India.
As the world rattled with COVID-19 starting in early 2020, triggering the steepest global recession and affecting millions of livelihoods, one of the sectors that rose in demand was healthcare. People lost their loved ones due to the shortage of medical oxygen and beds in nearby hospitals despite frontline healthcare workers rising to the occasion and delivering beyond expectations — working 18-20 hours at stretch and staying away from their loved ones for months and many also losing their own lives.
Our client began operations in 2017 to provide on-site ambulances and medical rooms quickly. They became one of the most requested and called
online ambulance services in New Delhi, Mumbai, Pune, and Chandigarh. They operated 24 X 7 and adapted to the new reality swiftly, but like the other health-centric businesses, they also faced challenges including delayed customer response and being unable to address large volumes of calls timely. Furthermore, communication between callers and ambulance drivers was also disrupted.
Another major concern was the time it took for an ambulance to arrive after someone had called for help. This delay could be crucial and potentially fatal for the patient. The client realized the importance of upping their customer service domain to overcome these obstacles and save more lives through their initiative.
The client partnered with JindalX in 2019, intending to improve their customer support delivery and increase the reliability and accessibility of their ambulance services across 22+ cities in India. Upon multiple discussions and analysis, we acknowledged that it would require more care, empathy, and urgency to address panic-struck situations and people experiencing stress and anxiety.
We hired a well-spoken group of people who went through different techniques, intelligence tests & training modules and mock drills to get prepared for real-life medical emergency-based calls. They went above and beyond to deliver exceptional care, empathize and provide quick resolutions that helped our partner match expectations and positively pave a path towards becoming a trusted and go-to brand for online ambulance booking.
emergency calls per day
Catered to a subscriber base of
15 min TAT
and zero call drops