Customer Success Story – Practo
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About Practo
Practo is a pioneer in the modern Indian health care system. They are revolutionising the way people connect with doctors. Their aim is to help people find the best doctors around them for all their medical needs. They also help doctors manage their appointments with a software tailor-made for them.

Practo uses Exotel for:
  • Integrate Exotel with their custom CRM
Exotel enhances Practo’s customer experience with call integrations
Practo Epicenter
Right from the early days, Practo’s team had a secret weapon that gave them the edge. This secret weapon is none other than their CRM – Epicenter. Built by their in-house engineers, Epicenter is used for everything – sales, support, upselling, billing, and is the ERP for Practo.
Practo’s needs
Practo had a very clear mission – they wanted their customers to have a phenomenal experience every time they used their service. Naturally, Practo is fanatical about having a complete control over the experience their customer gets, irrespective of the medium. To do so, it was important for them to have a central console that allowed them to track and assess each aspect of customer communication.
Since calls and SMS were central to their customer experience, they needed a calling solution that integrated with their CRM and was easy to use.
Exotel – the perfect solution

Exotel introduced cloud telephony to us in 2011 and up until then, we did not know that we could play around with telephony. At least not in the way Exotel showed us we can.

Shashank N D, Co-founder & CEO of Practo

After Exotel had introduced Practo to the possibility of cloud telephony, Practo integrated Exotel with Practo Epicenter. Today, their sales, support, marketing & accounts teams use Exotel to interact with customers.

The Impact
Integrating Epicenter with Exotel has helped Practo have all their customer data in one place. When employees of Practo speak to a client, they have all the call records, time & date of the prior conversations with the complete context and control of the situation.

With the Exotel-Epicenter integration, everything is logged in for future reference.

says Shashank.

Experience with Exotel

We have worked with various cloud telephony players, but Exotel has proved to be the most dependable. We like the conversations with the team, the pro-activeness to reduce our costs whenever possible without us asking for it and that when we raise a ticket, it gets resolved with reason and meaning. It's fun working with people at Exotel, and hope to continue this for a long time.

says Shashank.

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