Cost reduction

Case Study: INGO Medical Centre

Content

INGO Medical Centre is a multidisciplinary clinic based in Kyiv, Ukraine, with over 9 years of experience in healthcare. The team includes more than 180 professionals. As the centre continued to grow, so did the volume of incoming queries and the need for a unified communication system.

 

The Challenge: Implementing a Power Dialer and Omnichannel Communication to Increase Patient Retention

When healthcare providers approach IPTel, it often reflects a common issue — communication overload. Calls, messages, emails, online forms — all scattered across different platforms, with no central control.

INGO already had IP telephony, chatbots, and a CRM in place. However, they were operating as disconnected tools, making it impossible to scale or streamline communication.

Key goals:

• Consolidate all communication channels for unified team collaboration
   
• Improve CRM integration
   
• Automate repetitive tasks
   
• Introduce a power dialer to increase contact centre efficiency
   

Previous solutions proved too rigid and involved too much manual work. Agents had to switch between platforms, duplicate data, and couldn’t efficiently manage omnichannel communication.

Our Solution

The INGO project became a showcase of deep, step-by-step integration of IPTel tools into the clinic’s existing ecosystem. We began by developing a tailored integration with their CRM, creating a single, user-friendly platform instead of two separate systems.

Next, we implemented a fully omnichannel contact centre module — enabling the team to manage calls, chats, emails, and messengers from one unified interface.

One of the most impactful upgrades was the power dialer system, which now automatically informs patients and accelerates the handling of follow-up requests. In addition, we customised reporting and adjusted chat functionality to suit the clinic’s specific needs.

The full implementation took around seven months, during which we continuously adapted the setup based on INGO’s evolving requirements — including separate workflows for registrars and physicians, and enhanced analytics for management.

Results

The upgraded system delivered significant improvements to INGO’s contact centre performance. Routine tasks were automated, and the number of processed requests grew notably thanks to the power dialer.

CRM integration with all communication channels drastically reduced the workload on agents — everything is now accessible in just a few clicks, without switching between systems. This cut down response times and improved service quality.

Clients now receive quicker responses, and employees work more efficiently. All communication is managed within a single interface — simplifying internal processes and boosting overall patient satisfaction.

Bonus insight: INGO’s team noted that they didn’t expect staff to adapt to the new system so quickly. When everything is within reach, working becomes easy.

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