Rockethealth Case Study - Wati
How Rockethealth Uses Wati's Automation To Reduce Response Time By 97%
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.
“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.”
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,"
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.
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.
"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,"
The Bottomline
Response time improvement
From 5 minutes to less than 10 seconds for patient inquiries (97% improvement)
Operational efficiency
4-5 hours of daily manual work eliminated through automated appointment reminders and patient communication
Patient volume scaling
25,000+ chats resolved monthly with 931 daily average, maintaining an average resolution time of less than 12 minutes
Lead generation automation
9,000+ leads reached monthly through automated campaigns (300+ daily average) without manual contact uploads
Patient retention
10,000+ patients efficiently managed through automated monthly check-in campaigns
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,"
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:
Smart routing
through automated bots that direct patients to appropriate specialists based on their needs
Automated appointment notifications
with session details, timing, and preparation instructions sent directly via WhatsApp
Easy team handovers
with comprehensive notes ensuring continuity of care across different team members
Large-scale patient engagement
through monthly check-in campaigns managing 10,000+ patient touchpoints automatically
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,"
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: