Managing the Excel worksheet for diagnostic services presented several challenges. With multiple agents accessing the same sheet, data security became a concern, and handling multiple service requests from a single customer often led to ambiguity. Additionally, the manual process of sending reports and tracking timely submissions added further complexity.

To address the challenges faced by Doconline Health, we recommended Zoho Desk. Zoho Desk will streamline the entire diagnostic service process—from receiving customer requests online to booking diagnostic appointments, and, once the service is complete, automatically sending the report via WhatsApp.

1. Customization of Ticket Module:

• The ticket module in Zoho Desk was tailored to meet specific operational requirements, including appointment booking options for *Home Collection (Online)* and *Center Visit (Offline)*.

2. Appointment Booking:  

• When a customer requests a diagnostic service, the appointment type is selected based on their preference—either home collection or center visit.

3. Work Assignment:

• Tickets are assigned to agents based on workload, ensuring an efficient distribution of tasks.

4. Agent Responsibilities:

• Appointment Scheduling: Book the diagnostic service appointment, either for home collection or center visit.
• Confirmation Handling: Confirm center visits directly with the center and ensure customer confirmation for home collections.
• Provider Cancellation: If the provider initiates a cancellation, the assigned agent is notified to reschedule the appointment with an available provider and inform the customer of the changes.
• Customer Cancellation: If the customer requests a cancellation, the agent processes it in Zoho Desk, updates the system, and, if necessary, assists the customer in rescheduling.
• Rescheduling & Availability Check: Manage customer rescheduling requests and verify provider availability for each appointment.
• Appointment Fulfillment: Ensure that the appointment is completed as scheduled.

5. Diagnostic Report Delivery:

• The system includes the capability to automatically send diagnostic reports to customers via WhatsApp once the service is complete.

6. SLA Compliance:

Service Level Agreements (SLAs) are in place for both appointment bookings and report delivery. SLAs monitor and enforce timely service delivery and report dispatch, ensuring agents adhere to process standards and customers receive their diagnostic reports on time.

DocOnline is an innovative digital healthcare company that delivers humane and compassionate care by focusing on clinical quality with technology as an enabler. It provides video/phone doctor consultations through over 60 carefully selected in-house doctors trained in telemedicine, equipped with evidence-based clinical tools for appropriate diagnosis and treatment. The model focuses on health outcomes and continuous clinical quality improvements to build patient trust.