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One Unified Platform for Sales, Marketing & Patient Experience
Connecting every patient touchpoint into one seamless digital journey.
AI-driven routing and automated workflows
Every conversation logged and tracked in real time
Automation eliminated repetitive administrative work
About client
OrthoSports is a leading multi-specialty orthopedic and sports medicine clinic group committed to delivering exceptional, patient-centered care. With multiple clinics and high patient engagement volumes, seamless communication across sales inquiries, appointment bookings, marketing campaigns, and post-treatment follow-ups is critical to their success.
As the organization expanded, they required a scalable communication ecosystem that could unify patient engagement across departments — without compromising compliance, visibility, or service quality.
The Challenge
Before transformation, OrthoSports was operating on a legacy 3CX-based telephony system, while WhatsApp communications and marketing outreach were handled separately.
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The solution
Strengthen customer relationships with Zoom Customer Experience
Zoom Contact Center unifies omnichannel patient interactions and improves service efficienc
Zoom Phone delivers secure, scalable communication for clinical and administrative teams.
Execute’s customized healthcare applications streamline workflows and enhance system integration.
Integrated WhatsApp enables automated outreach, reminders, and personalized patient engagement.
Key Capabilities Implemented
Omnichannel Patient Engagement
All communication channels voice, WhatsApp, and digital inquiries — were centralized into a single platform. Marketing teams now run WhatsApp outreach campaigns directly within the system, while Customer Experience agents manage incoming inquiries through the same unified interface. Every interaction is visible, trackable, and measurable.
EMR-Integrated Smart Ticketing
When a patient contacts OrthoSports, their profile is instantly available within the agent interface through integrated ticketing and EMR connectivity. This enables faster resolution and personalized service.
Unified Sales, Marketing & CX Operations
For the first time, Sales, Marketing, and Patient Experience teams operate on one connected platform:
- Marketing launches WhatsApp campaigns
- Inquiries are automatically routed to the contact center
- Sales and appointment teams respond instantly
- All engagement history is preserved within one system
This eliminated departmental silos and improved conversion tracking from campaign to confirmed appointment.
AI-Powered Contact Center Intelligence
With Zoom Contact Center, OrthoSports introduced AI-driven operational intelligence:
- Real-time sentiment detection
- AI Expert Assist during live conversations
- Automated Quality Management
- Instant CSAT alerts
- Workforce performance insights
Agents now receive real-time guidance, while supervisors gain full visibility into quality and performance metrics.
Enterprise Telephony with Smart Call Billing
Using Zoom Phone, internal and external communications were unified across all clinics. Additionally, Execute deployed a customized Call Billing Application that provides:
- Accurate call usage tracking
- Department-level reporting
- Cost visibility and allocation
- Simplified financial reconciliation
This eliminated manual billing analysis and improved financial transparency.
Intelligent Missed Call Recovery
Missed IVR calls and abandoned interactions now trigger automated callbacks — ensuring no patient inquiry is lost.
Results
Reduced wait times with streamlined appointment handling.
Optimized workflows enabling agents to manage more inquiries efficiently.
Intelligent routing ensuring every call is answered promptly.
Accurate lead tracking from campaign to confirmed booking.
Unified dashboards providing complete operational visibility.
Real-time billing insights for improved revenue tracking and control.
Business Impact
By replacing legacy telephony and disconnected communication tools, OrthoSports achieved:
