A front desk that's finally off the phone.

01 — Challenge

Every line ringing, a queue at the desk.

Northside's receptionists spent the day booking, moving and cancelling appointments by phone, and answering the same handful of questions — while patients waited at the desk. Calls at lunchtime and after hours went to voicemail, and plenty of those callers booked somewhere else.

• 5Questions behind most calls
• 0Ways to book after hours

02 — Approach

Automate the routine, escalate the rest.

We listened to two weeks of calls with the practice managers and sorted every request into routine or clinical. The agent takes the routine; anything clinical goes to a person, with the conversation attached.

1. 01

   Book in the patient's channel

   Phone, WhatsApp and web chat reach the same agent and the same diary.

2. 02

   Clinical stays human

   Symptoms, results and anything urgent go straight to staff with a summary.

3. 03

   Write straight to the diary

   Bookings, moves and cancellations land in the practice system in real time — no double entry.

03 — Solution

One agent, every channel.

A booking agent connected to Northside's practice-management system that answers calls, WhatsApp and web chat day and night. It books, reschedules, sends reminders and answers the common questions, and hands anything clinical to the front desk.

04 — Results

The desk looks up from the phone.

Most bookings now happen without a call, at any hour — and the front desk spends its day with the patients standing in front of it.

• 71%Of bookings handled by agent
• 24/7Booking by phone, WhatsApp and web
• 100%Of clinical questions passed to staff