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Overview

Our customer is a leading India-based chain of medico-aesthetic clinics, specializing in advanced skin and hair treatments. With 15 years of expertise and 31 centers across 10 cities, the client was facing several challenges in managing its day-to-day operations. Its call agents, who played a critical role in securing bookings, lacked actionable insights from customer interactions. This resulted in dip in conversion rate and decline in agent performance. The customer chose Newgen as its digital transformation partner to address these challenges, streamline the sales process, and personalize engagement with customers.

Newgen’s Approach to Transformation

Many wellness businesses find it challenging to convert inquiries into appointments due to limited call analysis, inefficient data use, and inconsistent agent performance tracking. Industry norms rely on manual call reviews, basic CRM tools, and generic marketing which yields shallow insights and missed personalization opportunities. Newgen redefined this with NewgenONE Harper—a GenAI-powered Conversion Intelligence Platform. Read the complete success story to understand how Newgen empowered the client to:

  • Optimize day-to-day operations
  • Enhance agent performance
  • Boost conversion rate
  • Maximize efficiency
  • Improve compliance
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