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Powering better patient response at American Spine Center
American Spine Center partnered with Exequte to enhance patient care and streamline journeys through smart AI automation.
Instant Query Resolution
Automated Bookings
Click-to-Chat Conversions
About client
American Spine Center is a leading healthcare provider in the UAE, specializing in the treatment of spinal, musculoskeletal, and neurological conditions. With a strong focus on non-surgical and minimally invasive methods, the center combines advanced medical technology with expert care to help patients return to healthy, pain-free living.
The Challenge
As the center grew, so did the complexity of managing patient communication and internal coordination. Their team faced several recurring issues:
Disjointed WhatsApp Chats
No central system to track or manage patient WhatsApp
chats.
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Manual Appointment Booking
Manual bookings consistently led to operational delays and missed follow-ups.
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Unstructured Call Handling
No automated call routing logic led to frequent missed or misdirected calls.
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No Call Distribution Strategy
No automation to route calls to available team members or specialists.
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Lack of Analytics & Reporting
No visibility into communication performance, response times, or booking trends.
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Delayed Marketing Expansion
Lack of automation hindered marketing scale and patient reach.
The Exequte Solution
Exequte stepped in with a tailored, AI-powered communication solution that brought everything together
AI-Powered WhatsApp Automation
Integrated WhatsApp for appointment bookings, reminders, and FAQs — allowing patients to self-serve or chat with support instantly, while reducing manual workload.
Omnichannel Contact Center Setup
Calls, WhatsApp, Facebook, and Instagram — all in one place. Messages reach the right person instantly, with smart routing and quick escalations when needed.
IVR & Smart Call Distribution
Calls are now intelligently routed based on patient input, availability, and department — eliminating misdirected calls and reducing wait times.
Call Recording & Performance Monitoring
With call recording in place, supervisors can now review how calls are handled and support the team with better training and feedback
Analytics Dashboard
Leaders now get real-time insights on calls, bookings, and team performance — making it easier to plan, improve, and stay ahead.
Marketing Automation & Outreach Support
We’ve set up WhatsApp campaigns to reconnect with past patients and engage new leads. With targeting and personalization in place — plus Click-to-WhatsApp integration from Meta and Google Ads — every lead gets the right follow-up at the right time.
Processing TIme
Results
Achieved 40% improvement in appointment handling speed
60% fewer misrouted calls, leading to faster responses and better service.
Instant lead and campaign tracking for faster decisions and better coordination.
Faster outreach and lead generation through WhatsApp automation
Personalized follow-ups boosted patient interaction.
Automation freed staff from routine tasks.
Customer Feedback
