Customer Support Case Studies
Medical Equipment Support (Global Medical Device Brand)
Client Profile:
A globally recognized Japanese medical device manufacturer with a long-standing presence in the Indian healthcare market. The company provides critical care devices including patient monitors, EEG and ECG machines, defibrillators, and a wide range of diagnostic equipment. Their clientele includes leading private hospitals, government institutions, and diagnostic centers across the country.
Our Role: Open Mind Services Limited
We act as the client’s centralized service support partner, managing end-to-end complaint logging, coordination, and follow-up for service-related issues reported by healthcare professionals and institutions using their equipment. Our operations are designed to ensure rapid response and effective resolution, reducing downtime of life-saving devices.
Client Challenges:
Widespread Deployment: Thousands of devices deployed across remote and urban locations in India
Urgency in Response: Delays in service could impact critical patient care
Lack of Centralized Support System: No single-window system to track complaints, service requests, or product history
Manual Processes: Prior reliance on phone and email, leading to delays and missed escalations
Limited Field Coordination: Difficulty in assigning and tracking field engineers efficiently
Root Causes Behind Support & Service Inefficiencies
Our Solution:
Designed and deployed a centralized CRM solution tailored to the client’s service needs
Telephony system integration for seamless call handling and automatic ticket creation
Comprehensive ticketing module capturing key details like device ID, hospital name, complaint type, timestamps, and urgency level
Geo-tagged service tracking to assign complaints based on location and engineer availability
Multi-level escalation matrix enabling regional managers and supervisors to monitor pending cases in real time
Developed performance dashboards and daily MIS reports for client-side leadership and internal review
Client Benefits:
Reduced response time and faster resolution
Complete traceability of complaints and service history
Higher uptime of critical medical equipment, directly impacting patient care
Improved accountability at all levels—from field engineers to top management
Actionable insights through analytics and performance metrics
Technology Enablement:
Customized CRM modules for different product types and complaint categories
In-built SLA tracking and breach alerts
Auto-reminders and escalation triggers for unresolved cases
Mobile accessibility for field engineers to update service status in real time
Volume Handled:
Thousands of service requests/Tickets are logged every month
Tickets include routine maintenance, emergency breakdowns, installation support, and product configuration assistance
Seasonal spikes during large deployments or tenders handled seamlessly without affecting SLAs
Ticket types range from simple calibration requests to complex technical faults
Average resolution time reduced by 35% since implementation of our system
Continuous improvement through monthly trend analysis, identifying recurring issues and enabling proactive support
Field engineers receive real-time notifications via the CRM app, resulting in quicker on-ground response
Stakeholders receive weekly reports and dashboards for full operational transparency
Industry: Healthcare
Location: New Delhi, India
Client Overview
A renowned multispecialty hospital located in New Delhi, this institution is widely recognized for its excellence in gastroenterology, hepatology, nephrology, and organ transplant services. Known for delivering ethical, high-quality, and patient-focused medical care, the hospital is considered a trusted name in India’s healthcare sector.
Open Mind’s Engagement
Open Mind Services Limited has been engaged to manage the hospital’s front-line customer support functions. The partnership is focused on optimizing communication between the hospital and its patients, improving operational efficiency, and ensuring a seamless and responsive experience for all customer interactions.
Scope of Services
Inbound Support Services
Open Mind manages all inbound communication channels, providing responsive and professional assistance to patients and callers. Key responsibilities include:
Outbound Support Services
The outbound services team is responsible for:
Why the Hospital Chose Open Mind
The hospital selected Open Mind Services based on the following capabilities:
Proven experience in managing healthcare communication and patient engagement.
Scalable operational capacity tailored to high-volume, high-sensitivity environments.
Focus on delivering high-quality, empathetic communication that aligns with the hospital’s service standards.
Ability to manage omnichannel interactions while maintaining consistency in service delivery.
Open Mind has proven to be a reliable and strategic partner, acting as an extension of the hospital’s internal patient services team.
Service Volume Highlights
Lakhs of patient calls managed annually across various communication channels.
Thousands of appointments booked each year across multiple specialties.
Thousands of leads nurtured and converted into treatment opportunities, supporting hospital revenue growth.
Key Outcomes
Patients can now book appointments and get follow-ups more easily, making healthcare more accessible.
Clear and caring communication has improved patient satisfaction.
More people are using virtual consultations, especially in cities and nearby towns.
The team is able to identify and focus on important leads, helping to retain more patients.
Regular reports are shared to support better, data-based decisions.
Case Study – Patient Care, data analysis and follow up by Tele Calling
A leading global healthcare provider has been supporting patients with chronic and life-impacting conditions across India for decades. One of their flagship programs focuses on home-based care for patients undergoing critical treatment, ensuring timely assistance, therapy coordination, education, and personalized support.
To strengthen this initiative, the healthcare provider partnered with Open Mind Services Limited right from its inception in 2007.
The Project: Home-Based Critical Care Support Program
This specialized care program supports patients undergoing long-term therapy at home. The goal is to ensure a smooth and stress-free journey by handling:
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Medication & medical equipment/appliances coordination
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Therapy adherence and monitoring
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Patient and caregiver assistance
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Escalation of clinical issues
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Multi-lingual communication with patients and field staff
Challenges Before Open Mind’s Involvement
Before we came on board, the client’s operations were heavily reliant on manual processes, which led to frequent errors and inefficiencies. There was no structured system in place for coordinating field activities or tracking service milestones, resulting in delays and inconsistent reporting. The absence of a mechanism to capture patient satisfaction, such as NPS, made it difficult to assess service quality. Additionally, limited access to patient therapy history and outdated tracking tools made monitoring progress and managing procedure updates nearly impossible.
Open Mind’s Journey Since 2007
Conclusion
This partnership has transformed a traditional patient support initiative into a technology-powered, patient-centric service model. By blending care with intelligent systems and multilingual human support, Open Mind Services Limited has enabled patients across India to receive consistent, compassionate, and reliable assistance all from the comfort of their homes.
HR and call centre technology for better Employee relations
Overview
Country or region: India
Industry: Business process outsourcing (BPO) , HR, Employee Care
Customer Profile
Bharti Walmart Private Limited is a joint venture between Bharti Enterprises, one of India’s leading business groups with interests in telecom, agri-business, insurance and retail, and Walmart, the world’s leading retailer, renowned for its efficiency and expertise in logistics, supply chain management and sourcing. The joint venture is establishing wholesale cash-and-carry and back-end supply chain management operations in line with Government of India guidelines. Under the agreement, Bharti and Walmart hold a 50:50 stake in Bharti Walmart Private Limited. The first wholesale cash-and-carry facility named “Best Price Modern Wholesale” opened in Amritsar in May 2009.
Context
HR function of any company depends a lot upon the HR managers and there effectiveness to communicate with the employees. India has progressed a lot in the last decade and so has the profile and abilities of the employees to work in any organization. Now an employee starting from the lowest level wants to know everything about his companies HR policies and various components of his salaries.
But is he able to communicate and solve his issues with the company?
Are the HR Managers Receptive to the issues holding the employee?
Is improper communication a reason for attrition?
Can a company spread across the country have the best HR practices and also cut costs?
The Benefits of Effective Employee Communication
Often effective communication with employees is touted as advantageous, beneficial, and the stuff that makes the warm and fuzzy types happy. The 2005/2006 Watson Wyatt Communication ROI Study™ shows that effective communication is a leading indicator of an organization’s financial performance. Some of the findings:
- Companies that communicate effectively have a 19.4 percent higher market premium than companies that do not.
- Shareholder returns for organizations with the most effective communication were over 57 percent higher over the last five years (2000-2004) than were returns for firms with less effective communication.
- The 2005/2006 study found evidence that communication effectiveness is a leading indicator of financial performance.
- Firms that communicate effectively are 4.5 times more likely to report high levels of employee engagement versus firms that communicate less effectively.
- Companies that are highly effective communicators are 20 percent more likely to report lower turnover rates than their peers.
- Two-thirds of the firms with high levels of communication effectiveness are asking their managers to take on a greater share of the communication responsibility, but few are giving them the tools and training to be successful.
- Global firms are not customizing their messages to meet local needs or cultural sensitivities.
- On average, firms within the financial and retail trade sectors rank among the most effective communicators. Health care, basic materials, telecommunications and other service companies rank among the least effective communicators.
Business Challenge
Tools for effective communication – How did the Retail Giant benefited from this
Functions of myHR:
- Leave balances
- Policy explanations
- Tax related issues
- Salary issues
- PF/ESI issues
- Full and Final settlement issues
- Help in portal usage
- Complaints against other employees or management
- Complaints/suggestions related to the stores etc
Benefits to the employee:
The Functions of MyHR (Employees Relationship Center)
Features:
Benefits to the Employer:
Conclusion
MyHR has helped Bharti Retail transform the way HR is looked upon in a company, It has bonded the employee to the company in a much better way by offering a single window service. Companies does not get created but they are always nurtured to become giants, and a happy employee force works as a catalyst for this Growth.
