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Infobip > Case Studies > Marham: Enhancing Patient-Doctor Connectivity in Pakistan with Voice and SMS
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Marham: Enhancing Patient-Doctor Connectivity in Pakistan with Voice and SMS

Technology Category
  • Networks & Connectivity - 5G
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Healthcare & Hospitals
  • Transportation
Applicable Functions
  • Logistics & Transportation
Use Cases
  • Last Mile Delivery
  • Speech Recognition
Services
  • System Integration
The Challenge
Marham, a Pakistani healthcare app, was facing a significant challenge in improving its SMS delivery rates and increasing brand trust. The app, which connects patients and doctors, was using SMS to schedule appointments and send reminders. However, issues arose with messages from alphanumeric senders not being delivered to people subscribed to the DND (do not disturb) list. The lack of delivery reports led to a high customer complaint rate. Additionally, Marham faced difficulties with SMS delivery to ported numbers or patients who changed their service provider and found it challenging to send bulk promotional messages to their users. With 15,000 bookings per month and 500,000 visits to their website, Marham needed to find a more reliable communication channel to notify their patients and improve their delivery rates.
About The Customer
Marham is a healthcare app based in Pakistan that bridges the gap between patients and doctors. The app allows users to locate nearby doctors, book appointments online, and use an online forum for queries, medical assistance, and second opinions. Currently, Marham is available in 12 major cities, including Karachi, Lahore, and Islamabad. It has an iOS and Android app, along with a website, enabling doctors and patients to find each other with a click of a button. Marham is on a mission to revive the current healthcare system in Pakistan, with 15,000 bookings per month and 500,000 visits to their website.
The Solution
To address these challenges, Infobip provided Marham with an integrated omnichannel approach that included Voice and SMS. Infobip first verified Marham’s communication channel to solve the problem faced regarding messages from alphanumeric senders, ensuring patients that they were receiving messages from a trusted sender. A flow mechanism was created to ensure messages were sent to both doctors and patients when an appointment was requested, confirmed, cancelled, or rescheduled. Patients were also sent appointment reminders and review request messages. The most significant change was the addition of Voice as a failover for SMS messages, giving patients the choice to book appointments and receive reminders through calls. Infobip’s real-time reporting, along with Voice and SMS, gave Marham the insight and transparency to monitor the delivery rates of messages and a better understanding of the reasons why some of them were not delivered. Infobip’s web interface also allowed Marham to send bulk SMS promotions.
Operational Impact
  • The implementation of Voice and SMS through Infobip led to a significant increase in Marham’s brand recognition and trust. Patients could now receive information and reminders through calls, which doubled the number of appointments. The failover system ensured timely delivery of necessary appointment information, leading to a 40-50% decrease in the number of complaints from patients and doctors. This improvement had a direct impact on revenue, with the number of people showing up to their scheduled appointments increasing from 52% to 55%. Now, using Infobip’s platform, Marham can address their ever-changing communication requirements. Due to the visible results and surge in patient trust and appointments, Marham is now considering integrating Infobip’s WhatsApp Business Platform and Number Masking API.
Quantitative Benefit
  • 50% decrease in customer complaints
  • 3% increase in revenue
  • 2x increase in appointments

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