Case study · Physiotherapy & osteopathy · Singapore
How EDGE Healthcare scaled patient communication without adding headcount
As appointments grew, EDGE Healthcare moved every WhatsApp and email conversation into Zeya. Average first-response time fell 38%, from 2.67 minutes to 1.65 minutes, and after-hours coverage rose from 40.7% to 52.7%.
Results
EDGE Healthcare's results, Singapore
- −38%
- average first response time
- from 2.67 to 1.65 min
- 11.8%
- messages unanswered for more than 1 hour
- from 17.2%
- 19.5%
- late-cancellation rate
- from 21.6%, about 10% fewer
- 52.7%
- after-hours message coverage
- from 40.7%
About the clinic
EDGE Healthcare is an osteopathy and physiotherapy group serving a high-volume patient base. Its front desk was handling WhatsApp and email at the same time, and needed communication that could scale with demand without adding headcount.
The opportunity
As patient volume grew, the front desk was managing messages across disconnected channels. Response times were steady, but every extra message meant more switching between apps and more chances for an enquiry to slip through.
What Zeya enabled
-
Unified inbox
All WhatsApp and email messages in one queue. No channel-switching, no messages falling through the cracks.
-
Automated appointment reminders
Reminder sequences before each appointment, plus a daily confirmation flow that keeps providers updated without extra admin.
-
After-hours coverage
Automated replies to common enquiries outside opening hours, capturing appointment requests without staff on call.
-
EMR integration
Zeya connects to Plato to automate key administrative workflows end to end.
Before and after
| Measure | Before | After |
|---|---|---|
| Average first response time | 2.67 min | 1.65 min (−38%) |
| Messages unanswered for more than 1 hour | 17.2% | 11.8% |
| Late-cancellation rate (under 24 hours) | 21.6% | 19.5% |
| After-hours message coverage | 40.7% | 52.7% |
Since moving to Zeya, the front desk feels completely different. The team has real breathing room now, messages are picked up quickly, each enquiry is attended, and everyone can focus on the patients in front of them.
Aman BancilFounder, EDGE HealthcareZeya sends each WhatsApp message to the right branch, so patients hear back from the clinic nearest them. Since January, 90%+ of our bookings come in through WhatsApp.
Aman BancilFounder, EDGE HealthcareCustomer stories
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