How Rockethealth Uses Wati's Automation to Reduce Response Time by 97%

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Introduction

Rockethealth is a leading digital healthcare platform that connects patients with healthcare professionals through seamless virtual consultations and comprehensive health management services. Based in India, Rockethealth serves thousands of patients who seek convenient, accessible healthcare solutions through their innovative telemedicine platform.

Founded with a mission to make quality healthcare accessible to everyone, Rockethealth has built a reputation for responsive patient care and efficient service delivery. As their patient base expanded rapidly, maintaining quick response times while handling growing chat volumes and complex patient communications became increasingly challenging.

We sat down with Prachi Asher, Care Team & Ops Manager at Rockethealth, to discuss how they utilize Wati to transform their patient communication workflow, achieve lightning-fast response times, and scale their support operations effectively.

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Before Wati

Manual WhatsApp Business Limitations Using WhatsApp Business with a restrictive four-device login limit and a complete loss of chat history when team members were removed, making it impossible to maintain patient context.

Time-Intensive Manual Processes 3-4 hours daily spent on manually sending appointment reminders and booking confirmations, consuming valuable staff time that could be spent on direct patient care.

Campaign Management Inefficiencies Previous solution lacked essential features like internal patient notes and required manual contact uploads for every campaign, making large-scale patient outreach extremely cumbersome.

No Context Preservation Lack of proper handover system between support agents, leading to patients having to repeat their medical concerns and creating frustrating healthcare experiences.

After Wati

Lightning-Fast Response Times Average first response time of less than 10 seconds with streamlined message directing and automated workflows handling 25,000+ monthly chats.

Massive Time Savings Consistent, professional responses following established SOPs across all customer touchpoints and sales team members.

Seamless Campaign Management Google Sheets integration enables effortless management of large-scale campaigns reaching 9,000+ leads monthly (300+ daily average) without manual contact uploads.

Enhanced Patient Experience Comprehensive note system and easy team handovers ensure patients never have to repeat their medical concerns or appointment details.

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“Wati isn’t a software that we use, but a business partner that helps supercharge our care team’s productivity as they take care of each user’s experience with us. As we scale, and go global, Wati would be instrumental in helping us drive that growth over the coming years and help us reach to millions of users over WhatsApp.”

Abhineet Kumar

Co-Founder

Rockethealth: Scalable Patient Operations

In the healthcare industry, response time isn't just about customer satisfaction—it can directly impact patient outcomes and care quality. Rockethealth operates in an environment where patients often need urgent assistance, appointment scheduling, or medical guidance, making instant, professional communication absolutely critical.

WhatsApp being the primary communication channel for their Indian market, Rockethealth needed to leverage it effectively while maintaining the personal touch essential for healthcare relationships and ensuring seamless patient communication standards.

"WhatsApp remains our main communication channel, now powered by Wati. Traffic on email and calls is very low because patients prefer the immediacy and convenience of WhatsApp for healthcare inquiries,"

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Prachi Asher
Care Team & Ops Manager, Rockethealth

The Challenge

Rockethealth faced critical operational challenges that were limiting their ability to provide quality patient care at scale. Their manual WhatsApp Business approach was creating bottlenecks that directly affected patient satisfaction and team efficiency.

  • Restrictive device limitations preventing team scaling and proper coverage during peak hours

  • Complete chat history loss when team members left, destroying valuable patient interaction context

  • Manual appointment reminders consuming 3-4 hours daily that could be spent on direct patient care

  • No campaign automation making it impossible to efficiently manage monthly check-ins for 10,000+ patients

Enter Wati

After evaluating multiple solutions, Rockethealth chose Wati for its healthcare-specific workflow capabilities and comprehensive automation features. The platform transformed their entire patient communication infrastructure.

  • Internal patient notes enabling seamless handovers and maintaining patient context across all interactions

  • Google Sheets integration for effortless campaign management directly from their patient database

  • Comprehensive API allowing deep integration with their CRM for automated appointment notifications and follow-ups

  • Automated chat routing through intelligent bots ensuring patients reach the right specialist quickly

  • Patient organization system for organizing patient conversations and tracking care stages effectively

"Wati offered crucial features like tags, attributes, and internal patient notes, which facilitated better team communication and context sharing. The Google Sheets integration for running campaigns was a significant advantage over manual contact uploads, especially for large campaigns linked to our patient data,"

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Prachi Asher
Care Team & Ops Manager, Rockethealth

The Bottomline

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Response time improvement

From 5 minutes to less than 10 seconds for patient inquiries (97% improvement)
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Operational efficiency

4-5 hours of daily manual work eliminated through automated appointment reminders and patient communication
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Patient volume scaling

25,000+ chats resolved monthly with 931 daily average, maintaining an average resolution time of less than 12 minutes
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Lead generation automation

9,000+ leads reached monthly through automated campaigns (300+ daily average) without manual contact uploads
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Patient retention

10,000+ patients efficiently managed through automated monthly check-in campaigns
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Team productivity

Appointment reminder tasks reduced from 3-4 hours to just 30 minutes daily

"We anticipate that Wati has improved response times, with first responses often under a minute, and significantly reduced the time spent on API automation from three to four hours to just 30 minutes,"

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Prachi Asher
Care Team & Ops Manager, Rockethealth

How Rockethealth Delivers Exceptional Patient Care Through Wati

Wati isn't just a communication tool for Rockethealth; it's central to how they deliver responsive, personalized healthcare experiences:

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Smart routing

through automated bots that direct patients to appropriate specialists based on their needs
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Automated appointment notifications

with session details, timing, and preparation instructions sent directly via WhatsApp
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Easy team handovers

with comprehensive notes ensuring continuity of care across different team members
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Large-scale patient engagement

through monthly check-in campaigns managing 10,000+ patient touchpoints automatically
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Instant appointment management

with automatic notifications about upcoming appointments, cancellations, and rescheduling

"Currently, Rocket Health primarily uses Wati for chat support, marketing messages, and sending session notifications. We also run large monthly check-in campaigns to over 10,000 users, which Wati has significantly streamlined compared to previous solutions,"

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Prachi Asher
Care Team & Ops Manager, Rockethealth

Looking Ahead: Expanding Healthcare Automation

With their patient communication foundation optimized for scale, Rockethealth plans to leverage Wati's advanced features to further enhance patient care and operational efficiency:

  • Broadcast failure reporting API for automatic tracking of campaign delivery and engagement rates

  • Enhanced automation workflows for complex patient journey management and care coordination

  • Advanced analytics integration for deeper insights into patient communication patterns and care outcomes

  • Expanded bot capabilities for handling more complex patient queries and appointment management

Discover how Wati can help your healthcare organization achieve exceptional response times while maintaining quality patient care and scaling operations effectively.

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