# Heartland Rehab case study: +18% booking conversion

> Heartland Rehab, a physiotherapy practice in Singapore, increased booking conversion by 18% and first-contact resolution by 7%, with 24/7 patient enquiry coverage, using Zeya.

URL: https://zeya.health/customers/heartland-rehab/  
Last updated: 2026-10-04

## How Heartland Rehab lifted booking conversion and covered patients around the clock

Heartland Rehab's patients kept messaging after the front desk had gone home. With Zeya answering 24/7, booking conversion rose 18% and first-contact resolution rose 7%.

## Heartland Rehab's results, Singapore

- **+18%** booking conversion rate
- **+7%** first-contact resolution rate
- **24/7** patient enquiry coverage

## About the practice

Heartland Rehab is a physiotherapy practice serving a broad patient community. With high daily call and message volumes, its front desk handles bookings, rescheduling, enquiries and coordination across providers.

## The opportunity

The front desk was managing manual appointment reminders, provider schedule coordination and messages across several channels. The goal was to convert more enquiries into booked appointments, including those arriving after hours.

## What Zeya enabled

- **[Unified inbox](https://zeya.health/platform/converse/)**: WhatsApp and email routed into one managed queue, so every enquiry is visible and actionable.
- **[Reminders and provider confirmations](https://zeya.health/platform/engine/)**: Reminder sequences for patients, plus automated daily schedule confirmations for providers.
- **[After-hours coverage](https://zeya.health/platform/text-agents/)**: Booking requests and common questions handled 24/7, with no staff on call.
- **[EMR integration](https://zeya.health/integrations/plato/)**: Zeya integrated with Plato so bookings, reminders, and patient communication could use the same appointment data without manual re-entry.

> "We didn't realise how many patients were reaching out after hours and just not hearing back until we looked at the data. Zeya changed that completely. Enquiries that come in after hours are now met with an immediate response and converted into bookings."  
> Balaji Prem Chand, CEO, Heartland Rehab

## More customer stories

- [EDGE Healthcare case study: 38% shorter response times](https://zeya.health/customers/edge-healthcare/): Physiotherapy & osteopathy, multi-clinic, Singapore. −38% average first response time (from 2.67 to 1.65 min); 21.6% → 19.5% late-cancellation rate (about 10% fewer); 40.7% → 52.7% after-hours message coverage
- [Sculpt Aesthetics case study: 2x confirmed bookings](https://zeya.health/customers/sculpt-clinic/): Aesthetics, Australia. −54% average after-hours response time; 2x confirmed bookings; +61% new patients

## Lift booking conversion at your practice

Capture after-hours requests, automate reminders and convert more enquiries.