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Case study · Physiotherapy · Singapore

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%.

Results

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

    WhatsApp and email routed into one managed queue, so every enquiry is visible and actionable.

  • Reminders and provider confirmations

    Reminder sequences for patients, plus automated daily schedule confirmations for providers.

  • After-hours coverage

    Booking requests and common questions handled 24/7, with no staff on call.

  • EMR integration

    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 ChandCEO, Heartland Rehab

Customer stories

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