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Smarter Care, Better You – Experience Wellness by Design
Discover how Wellness by Design partnered with Exequte to deliver personalized engagement, streamline patient journeys, and enable smarter care through AI-powered automation.
2X Productivity — Half the Time
Faster Booking Appointment
Tripled Marketing Returns
About client
Wellness By Design Medical Center is an American based company, launched in Dubai in 2013 bringing in the latest and greatest of healthcare services, protocols and concepts to it’s network of clinics and centers. The organization leads with a customer-focused approach to service delivery and treatments, consistently exceeding client expectations to ensure exceptional healthcare experiences.
The Challenge
As the center grew, so did the complexity of managing patient communication and internal coordination. Their team faced several recurring issues:
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Manual Appointment Booking
Staff spent hours manually managing bookings, causing errors and double bookings.
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Confusion in Internal Workflow
Lack of centralized task tracking led to confusion, duplicate efforts, and missed follow-ups.
Scattered Patient Data
Patient data was scattered across sources, making insights hard to access and unifying records difficult.
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Lack of Analytics
Lack of structured analytics hindered insights into appointments, staff performance, and patient behavior.
No Proper Voice Channel Support
The clinic lacked a structured voice system, relying on outdated tools with no central management or call routing.
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Challenges in Call Forwarding
Without structured routing, calls were often misdirected to unavailable staff, causing confusion and delays.
The Exequte Solution
Exequte implemented an AI-driven omnichannel contact center for Wellness by Design, streamlining engagement across voice and digital platforms. It improved automation, call handling, and real-time operational visibility.
Omnichannel Contact Center Support
Patients can connect seamlessly across Voice, WhatsApp, Facebook, Instagram, Email, and Web chat—with unified tracking and response management ensuring consistent service across every touchpoint.
AI-Powered WhatsApp Automation
Appointment booking, confirmation, and rescheduling are now automated through WhatsApp, reducing manual workload and enhancing patient convenience with instant responses
WhatsApp Marketing & CTWA Integration
Wellness by Design now runs targeted WhatsApp marketing campaigns directly from the same platform. With integrated Click-to-WhatsApp Ads (CTWA) from Meta and Google, the clinic seamlessly bridges promotional outreach with real-time engagement—boosting campaign response rates and patient conversions.
Intelligent Voice Channel & IVR Integration
A unified contact center setup with smart IVR logic ensures voice calls are routed to the right team member based on department, availability, or language—minimizing wait times and improving first-call resolution.
Call Recording & Compliance Enablement
All calls are securely recorded for quality monitoring and regulatory compliance. Built-in transfer functionality ensures calls can be redirected without losing context.
Real-Time Dashboards & Analytics
Live dashboards offer visibility into call volumes, staff performance, appointment trends, and channel activity—providing actionable insights for operational planning and engagement optimization.
Processing TIme
Results
Slashed manual scheduling time with AI-powered omnichannel automation
Unified social DMs, calls & emails eliminated follow-up gaps
Track campaign performance from first touch to resolution
Automated routing cut customer wait times in half
Real-time dashboards monitor all agent activities & outcomes
AI analytics surface actionable CX insights instantly
Customer Feedback
