Infobip helped us optimize our house call service, providing us with the unique ability to have the lab come to our patients through WhatsApp, whether existing or new homes. All services can now be provided directly to the patient.
Cloud based software applications
Create a perfect customer experience
Voice and video calls
Create rich, targeted marketing and transactional email
Customer authentication and verification
Numbers and network connectivity
Available in Moments
To enhance its overall CX, Biolab chose to optimize its customer engagement channels.
The company faced various challenges as a result of the pandemic, including:
The transformation would further help to:
To accommodate an ever-expanding client base requesting house call services, updates from the Jordanian Ministry of Health on the latest processes and procedures, and instant notifications for results, Biolab chose Infobip as its WhatsApp Business solution provider.
Infobip’s platform integrated seamlessly with Biolab’s existing platform, establishing simple and clear communication flows to enhance the customer journey.
With Infobip, Biolab enabled its customers to:
Adding WhatsApp to its communication mix meant Biolab could engage with customers on their favorite channel.
Engaging with their clients across WhatsApp translated to a 13.2% increase in the number of patients with an average of 5,000 patients using the service daily.
What’s more, the introduction of the technology also helped reduce customer acquisition costs, due to the company’s ability to reach out to the client over their preferred channel.
With traffic redirected to WhatsApp, Biolab also witnessed a 17% reduction in call center operations costs.
Biolab is a group of medical diagnostic laboratories that offer a full range of laboratory services in Jordan. Recognized for innovation, quality, and convenience, Biolab delivers timely, accurate results for improved patient care. Biolab is the sole laboratory in the Kingdom that has received the American Joint Commission International “JCI” accreditation as an independent laboratory, along with the European ISO 15189 certificate. It is also certified by Jordan’s Ministry of Health and adopted by all local banks and insurance companies.