Overview
Our customer is a leading India-based chain of medico-aesthetic clinics specializing in skin and hair treatments. With 15 years of experience and 31 establishments across 10 cities, each clinic heavily relies on call agents for customer bookings.
The health and wellness company faced several challenges in extracting actionable data from its call interactions, which limited the conversion rate and agent performance. The customer chose Newgen as its technology partner, leveraging AI and GenAI capabilities to address these challenges, streamline the sales process, improve call handling efficiency, and personalize engagements.
Challenges and Pain Points
The clinic’s success relied on customer service representatives who played a crucial role in engaging with potential patients, addressing their treatment inquiries, and securing appointments. These personalized call interactions were key to converting inquiries into bookings. While the team was dedicated and effective, there were opportunities to refine and strengthen the process further:
· Opportunity for Broader Call Analysis: Currently, 2% of calls were reviewed manually each month, leaving room to explore insights from the remaining 98% of interactions.
· Data Utilization and Call Insights: The absence of an analytics tool made it difficult to extract valuable insights from call data, slowing down decision-making and limiting visibility into patterns that could improve appointment conversions.
· Gaining Clarity on Conversion Drivers: A deeper understanding of key performance indicators could help identify what drives successful bookings.
· Enhancing Agent Performance Visibility: More structured tracking and assessment could help recognize top-performing strategies and promote consistent excellence across the team.
Addressing these concerns is essential in further enhancing conversion rates, streamlining operations, and optimizing customer engagement.
Regular Industry Approach
Traditionally, wellness clinics manually review a small sample of calls, relying on elementary CRM tools/static reports, and using one-size-fits-all marketing strategies. The problem with this approach is that it often leads to surface-level insights, inefficient performance tracking, and missed opportunities for hyper-personalization.
To truly drive conversion and enhance customer satisfaction, clinics must invest in advanced artificial intelligence (AI)/machine learning (ML)-driven solutions that can analyze every customer interaction, provide real-time feedback, and deliver actionable insights. Such an approach would enable precise targeting and data-driven decision-making to maximize conversion rate.
How Newgen’s Harper Platform Helped
Newgen implemented a platform-based approach with its GenAI-powered Conversion Intelligence Platform—NewgenONE Harper—to streamline the customer’s business operations. Harper was seamlessly integrated into its existing workflows, which enabled them to analyze every customer interaction in real time.
Powered by AI/ML and large language model (LLM) capabilities, the platform decoded all call recordings and extracted valuable insights about customer intent, behavior, and preferences. It dynamically segmented customers based on these micro-signals, ensuring hyper-personalized engagement that made every interaction targeted, timely, and relevant. As a result, the customer achieved a higher conversion rate and enhanced customer satisfaction.
Solution Highlights
· Comprehensive Call Analysis: Analyzed 100% of call recordings using predictive models to extract valuable insights
· Advanced Data Utilization: Leveraged AI/ML to unlock the full potential of call data, offering analytics beyond basic CRM tools
· Conversion Rate Optimization: Ensured identification of untapped opportunities for successful bookings, helping refine sales strategies
· In-depth Performance Tracking: Offered detailed understanding of customer sentiment and call nuances rather than just script adherence and basic KPIs
· Skill Optimization: Identified the strengths of top-performing agents and replicated their successes across teams
· Real-time Insights: Provided real-time insights into call dynamics, helping agents with the next best approach and boosting efficacy
· Actionable Recommendations: Delivered hyper-personalized data-driven strategies to improve customer engagement and the number of appointments
· Trend Forecasting: Helped uncover trends and forecast customer behavior to ensure maximum impact and fewer abandonment cases
Qualitative and Quantitative Benefits
A quick snapshot of the notable results, both qualitative and quantitative, delivered by Harper:
1. Deployed 50+ AI-driven conversation intelligence agents to streamline call audits, enhancing efficiency and accuracy.
2. Analysed communication barriers to optimize manpower planning, improving operational effectiveness.
3. Ensured 100% compliance with customer callback requests, strengthening customer trust and satisfaction.
4. Increased conversion rates by 10%—from 43% to 53%—through strategic improvements in call handling and agent performance.
5. Pinpointed key areas for agent improvement through data-driven insights, enhancing overall performance and efficiency.
Conclusion
NewgenONE Harper—the AI Conversion Intelligence Platform—empowered the customer to unlock actionable insights and spearhead hyper-personalized marketing. By utilizing AI/ML to analyze 100% of the call interactions, the wellness clinics could drive customer-centric decisions, improve agent performance, and increase conversion rate. Furthermore, the platform streamlined operational workflows and delivered measurable impact across key metrics.
