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70% Faster Response & 30% More Repeat Consultations for a Telehealth Startup
Inbound Support & CRM Integration That Transformed Patient Experience
Client
A fast-growing telehealth startup offering online doctor consultations across North America.
Challenges
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Long phone wait times with many calls going unanswered
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No centralized appointment scheduling or patient follow-up tracking system
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Staff overwhelmed by high volume of email inquiries, causing slow responses
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HubSpot CRM was underutilized and disconnected from support channels
Solution Provided
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Deployed a dedicated VA team to handle inbound calls, live chat, and appointment setting
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Integrated support workflows with HubSpot CRM for automated follow-up tracking
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Created email templates for common queries and follow-up reminders
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Developed custom dashboards to monitor response times, patient satisfaction, and appointment data
Results
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Call wait times reduced by 70% within the first month
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Achieved 95%+ response rate on emails and chat within 2 hours
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Appointment booking errors decreased by 85%
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Patient satisfaction scores improved from 3.5 to 4.6/5 in three months
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Repeat consultations increased by 30% through enhanced follow-up
By streamlining communication and leveraging CRM integration, we helped the telehealth startup deliver faster, more reliable support—boosting patient satisfaction and loyalty in a competitive market.
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