A diagnostics chain moves 40 telecallers off spreadsheets
An illustrative deployment: eleven centres, four spreadsheets and no owner on half the enquiries — and what changes in the first month when routing is automatic.
Illustrative scenario. This is a composite of deployment patterns we build for, not a named customer account, and the figures are modelled rather than measured. We will publish attributed results with named customers once they have agreed to be named — until then, treat this as a worked example of how the product is used, and ask us for specifics on a call.
This is an illustrative scenario. It is a composite of the deployment patterns this product is built for, with modelled figures — not an account of a named customer. See the note above.
The starting position
Eleven collection centres across three cities. Enquiries arrive from a website form, two ad campaigns, a call-tracking number and walk-ins recorded by centre staff. Everything lands in four spreadsheets, one per city plus a shared one that nobody owns.
The specific failures this produces are always the same:
- Enquiries for the north-city centres sitting in a sheet the north-city team does not open until afternoon.
- Two callers phoning the same patient because both sheets have the row.
- Nobody able to say which campaign produced bookings, only which produced enquiries.
- Test-preparation follow-ups — the ones that decide whether the patient turns up — living in a WhatsApp thread on the caller's phone.
What changes first
Routing on location, before anything else. Every enquiry is assigned to the nearest centre's team on arrival, in seconds, with round robin only as the fallback inside a team. The "unowned" count becomes a number somebody watches each morning rather than a permanent condition.
One record per patient, not one row per sheet. Re-enquiries attach to the existing contact, so the caller sees the previous conversation before dialling and the duplicate-call problem stops on its own.
Follow-ups become a queue. Preparation instructions, appointment reminders and re-test callbacks all get a date and an owner. The morning screen shows overdue and today, and nothing else.
Source attribution stops being a guess. Every enquiry carries its campaign, so the question is no longer which campaign produced enquiries but which produced appointments that were actually attended.
What is measured after
The four numbers worth watching daily are unowned leads, median first response by source, overdue follow-ups, and enquiries with no activity in three days. In a business where the enquiry is high-intent and short-lived, the third of those turns out to be the one that moves revenue most — a patient who has already decided to test will book somewhere, and the only real question is whether somebody called back before they did.
Why it is worth doing in this order
Routing first, queue second, reporting third. Reporting built on top of a process nobody follows measures the wrong thing precisely. Reporting built on a process where every lead is owned and every promise has a date measures something you can act on the same morning.
More case studies
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An admissions team stops losing enrolments to slow callbacks
An illustrative deployment: a seasonal admissions cycle where every enquiry is contested, and the whole game is who calls back first and who remembers the parent.
Get your team off spreadsheets this week
Import your leads, add your users, set your routing rules. Most teams are live the same day.