Customer Profile

Eternal Hospital is a state-of-the-art tertiary care hospital with a presence in Jaipur and Sanganer. This landmark Healthcare Institute is the result of the vision of Dr. Samin K. Sharma, a world-renowned Interventional Cardiologist based at Mount Sinai Hospital in New York, USA. 

Founded in 2013, Eternal Hospital is one of the most preferred hospitals not only in Jaipur but also nationally and internationally, owing to the exclusive services and excellent medical outcomes it delivers. It brings the best in multispecialty treatment to the state of Rajasthan. 

Its 250 bedded hospital in Jaipur and 100 bedded hospital in Sanganer have state-of-the-art technology focusing on specialties like Cardiology, Cardiac Surgery, Neurology, Neuro Surgery, Orthopaedic & Joint Replacement, Spine Surgery, Nephrology, Paediatrics, Gynaecology, Critical Care, Urology, Pulmonology, Gastroenterology, Diabetes and Endocrinology and many more.

Eternal Hospital has a knowledge-sharing arrangement with Mount Sinai Hospital, New York, USA, which has been internationally recognized for its top-performing physicians and revolutionary research centers.

Eternal Hospital is the only hospital in the state with JCI (Joint Commission International)—USA-based organization accreditation. This accreditation testifies to Eternal Hospital’s constant endeavor to provide world-class patient care and maintain the highest standards in healthcare delivery. Apart from this, the hospital is accredited by NABH and NABL and awarded for Nursing Excellence by NABH.

An aesthetically inspiring building backed by highly dedicated customer services is the differentiating mark for Eternal Hospital. Clinical excellence is rooted in their team of doctors and medical experts, who are well-versed in the latest advancements in their respective fields. This is further complemented by our teams of highly trained nurses and paramedical staff.

Along with the state-of-the-art medical services, some of the unique features that Eternal Hospital also offers are Nuclear Medicine, an Infectious disease department, fast-track surgeries, a Preventive health department, and patient education services.

Background

Thanks to broader smartphone adoption, digital technology is revolutionizing how patients find, engage with, and choose healthcare providers today. Digital has now become a vital channel for both new patient acquisition and engaging with existing patients.

In their moment of need, 88% of smartphone users search online to find healthcare providers. Most such online searches are “Location-Specific” or “Near Me” in nature. 78% of consumers doing ‘near me’ searches take definitive action in 24 hours; they call, message, or book an appointment or visit, making it a vital source for high-intent inbound leads and patients for hospitals. 

• 88% of smartphone users search for healthcare services online 
• 2/3rd of searches are location-specific or “near me” in nature 
• 76% consumers doing “near me” searches take action in 24 hours

Consumers rely on search and social channels to find and engage with healthcare providers. 

• 89% of hyperlocal searches start on Google
• 1 in 3 use social media to find providers
  

Today, a vast majority of young consumers prefer messaging healthcare providers to enquire about products and services over other channels.  2-way chat via messaging for inquiries and support is now mainstream across Facebook Messenger, Google chat, WhatsApp, and Insta DMs. Based on their discovery journey, patients expect to be able to seamlessly message hospitals directly from multiple search and social platforms.

Challenges – Lack of direct messaging chat engagement from search

Eternal Hospital did not have an omnichannel communication strategy or mechanism that allowed patients to directly message them from a search or social platform of their choice: Google, Facebook, or Instagram. 

For example, consumers can directly message a business from Google search through Google Business Messaging. Businesses can enable this 2-way chat option from their Google Business Profiles (formerly Google My Business). Similarly, consumers can message from a business’s social pages on Facebook and Instagram through Facebook Messenger or Instagram DMs. Inquiries via WhatsApp are today a norm. 

Although the hospital knew these messaging channels were convenient for customers, they had two key challenges:

1. They had not enabled Google Live Chat for their hospitals and doctors
2. While consumers could message them through FB Messenger or Insta DMs, those channels were not monitored regularly, and customer queries were not responded to in a timely manner. 

This adversely impacted both patient experience and conversions, resulting in lost revenue.

Solution – Google Business Messages & Chat Inbox

Zceppa Interact helped Eternal Hospital solve both these problems at scale.