Context
Veris is a leading healthcare provider in Ecuador, with a network that integrates laboratories, pharmacies and specialists to serve thousands of patients and companies. Its commitment has always been to offer accessible and reliable care, but by mid‑2025 it faced a critical challenge: appointment booking still relied largely on traditional channels that did not convert efficiently.
With just 17% effectiveness in appointment booking, high costs from the call center, and elevated no‑shows due to a lack of timely reminders, Veris needed a digital transformation that would allow it to scale service without sacrificing the quality of the patient experience.
The challenge
The goal was clear: digitize the entire scheduling and post‑care flow to deliver a more agile and efficient experience.
The main obstacles were:
- Low conversion when booking through traditional channels.
- High volume of incoming calls, increasing costs and wait times.
- Patients missing appointments due to the lack of confirmations or reminders.
The solution had to be universal, intuitive and secure, removing friction and reducing pressure on in‑person and phone channels.
The solution
Together with Jelou, Veris launched the first 100% WhatsApp health agent, designed to cover the entire medical care cycle in a single conversational flow.
The agent enabled:
- Booking and paying for appointments in real time directly in chat.
- Delivering lab results and studies without needing external portals.
- Coordinating at‑home services, such as sample collection or nursing care.
- Sending automatic reminders and giving the option to reschedule with a single message.
Universal access from WhatsApp removed download and registration barriers, while guided flows reduced data entry errors. In addition, the HIS integration ensured real‑time agenda availability and secure billing.
Results
Numbers showed the immediate impact of the change:
- Conversion quadrupled, from 17% to 67%.
- 77% fewer incoming calls, freeing call center capacity and reducing costs.
- 35% fewer no‑shows, thanks to automatic reminders and instant confirmations.
- 97% NPS, positioning WhatsApp as patients’ favorite channel.
Beyond operational results, Veris delivered a smoother, closer and more reliable health experience, increasing both patient satisfaction and organizational efficiency.