Challenge
As one of India's fastest-growing pet care platforms, Vetic runs a high volume of appointments across its clinic network. But the operational backbone of every appointment (confirming attendance, filling last-minute cancellations, scheduling the next visit) had become an unwinnable manual problem.
Confirmations couldn't be automated on a fixed timer. Some customer cohorts needed a call the morning before, others an hour before the appointment. Cancellations left slots empty with no time to fill them. Doing this manually would have meant building a full contact centre from scratch, with hiring, SOPs, staff training, monitoring, IT and infrastructure, and the overhead of every one of those systems.
Solution
Vetic deployed Origa to run its full outbound appointment workflow. The concierge works across voice, chat, and WhatsApp with one shared memory, handing every completed conversation back to the clinic team as a single briefed record in the CRM.
For appointment confirmations, the concierge reaches customers at the right time for their cohort, confirms attendance, flags likely no-shows early, and sends reminders that bring more customers through the door.
For follow-up scheduling, the concierge reaches out on the vaccination or vet visit due date, books the next appointment on the same call, and writes the confirmed slot straight back to the CRM.
Vetic's team now focuses on the clinic floor, not the phone.
Results
On appointment confirmations, the concierge now runs the full workflow.
On follow-up scheduling, the concierge reaches customers on their vaccination or vet visit due date and books the next appointment on the call.
Between the two workflows, the concierge is doing the work of roughly ten full-time callers, at a fraction of the cost and with none of the overhead a contact centre would have required (no SOPs to write, no staff to hire and train, no monitoring tooling, no IT lift).
The confirmation workflow alone delivers a 162% direct ROI against a fully loaded human alternative. On follow-up scheduling, once booking revenue is factored in, the ROI reaches 585%.
“We were running the numbers on what a full contact centre would have cost. Origa gave us the same output without any of it.”
