“LeadSquared has brought great efficiency to our digital ecosystem and customer experience. What started as a lead management tool is now a complete patient experience platform – and our single source of truth for all key initiatives.”
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Increase in OPD Conversions
Increase in Team Efficiency [over 3 years]
Faster TAT on Inquiries
CK Birla Group is on a mission to digitally transform the culture and delivery of healthcare in India through its two flagship entities, CK Birla Hospitals and Birla Fertility & IVF. What began as a single hospital in Gurgaon has now expanded into a network of 50+ centers across 35+ cities, including Tier 2 and Tier 3 regions. CK Birla Hospitals and Birla Fertility & IVF deliver inclusive,
family-centered care across India, combining empathy with clinical excellence to address both general health and fertility needs.
As operations scaled rapidly, the team faced growing complexity: disconnected systems, manual lead management, and fragmented visibility across teams. To address this, CK Birla sought a unified platform that could drive digital transformation, streamline patient engagement, enable smart reporting, and support personalized care journeys at scale.
As CK Birla geared up to scale, four major issues stood out:
Patient inquiries were acquired across multiple sources, such as Google My Business, paid ads, walk-ins, partner networks, doctor referrals and more. This made centralized tracking difficult and led to a turn-around-time (TAT) of 6-8 hours for patient inquiries.
Sales, call center, and counselling teams lacked a unified system/platform, causing silos and duplication of data.
Offline task assignments and Excel-based lead tracking led to poor visibility across systems and stakeholders, delays in patient follow-ups, and inconsistent patient experiences.
Patient information, call history, task completion and conversion data were scattered across reports and systems. This meant that 100+ field sales reps and 90+ call center agents worked in silos, slowing down performance and decision-making.
Patient inquiries were acquired across multiple sources, such as Google My Business, paid ads, walk-ins, partner networks, doctor referrals and more. This made centralized tracking difficult and led to a turn-around-time (TAT) of 6-8 hours for patient inquiries.
Sales, call center, and counselling teams lacked a unified system/platform, causing silos and duplication of data.
Offline task assignments and Excel-based lead tracking led to poor visibility across systems and stakeholders, delays in patient follow-ups, and inconsistent patient experiences.
Patient lead information, call history, task completion and conversion data were scattered across reports and systems. This meant that 100+ field sales reps and 90+ call center agents worked in silos, slowing down performance and decision-making.
To support its rapid expansion and high-touch care model, CK Birla needed more than just a lead management or patient engagement platform. They needed a single source of truth with an intelligent and easy-to-use platform that could help streamline journeys, unify teams, and deliver measurable outcomes.
LeadSquared became that platform for them.
What started as a basic lead management tool quickly evolved into CK Birla’s mission-critical growth engine, phase-by-phase:
Phase | Impact |
Phase 1: Lead capture + CPaaS integration | Centralized inquiries and automated outreach |
Phase 2: Journey mapping | Personalized engagement and communication for all patient types, at scale |
Phase 3: HIS & dialer integration | Unified reporting and faster service workflows |
Phase 4: Organization-wide adoption | 200+ users across sales, counseling and marketing – all in the same ecosystem |
LeadSquared helped CK Birla build a single source of truth for its sales, support and wellness teams across various touchpoints. From Tier 1 metros to Tier 3 towns, the platform supports scalable, vernacular, omni-channel patient engagement – all the while driving measurable outcomes.
With 200+ platform users, CK Birla now looks forward to leveraging LeadSquared’s AI capabilities to audit conversations and further enhance the quality of care.
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