How Yana IVF built a 24/7 patient support engine via WhatsApp Automation
Client overview
Yana IVF & Fertility Centre is a leading reproductive health clinic in Kochi, specializing in advanced IVF treatments and fertility care tailored to individual patient needs.
About Yana IVF & Fertility Centre
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Location
Ernakulam, Kerala -
Services
Healthcare -
Scale
Structured IVF treatments -
Growth
Advanced fertility treatments, and personalised IVF care across its clinics
Yana IVF & Fertility Centre specialises in reproductive health services, advanced fertility treatments, and personalised IVF care across its clinics. With growing patient enquiries spanning appointment bookings, consultation requests, diagnostic test reports, follow-ups, and feedback management, the team relied heavily on manual coordination across multiple locations. As enquiry volumes increased, handling conversations through fragmented processes made it challenging to ensure timely responses, accurate tracking, and seamless patient communication. To streamline operations and centralise engagement, Yana IVF & Fertility Centre implemented an integrated automation and CRM solution powered by Picky Assist.
The challenge
As Yana IVF & Fertility Centre experienced a steady rise in patient enquiries across its clinics, operational complexities began to impact efficiency and response times:
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Missed follow-ups led to lost repeat consultations
The team aimed to drive organic patient retention, but without automated reminders and tracking, several follow-ups got missed
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No mechanisms to re-engage patients who didn’t return
Although the goal was long-term patient relationships, the lack of automated re-engagement made it difficult to reconnect
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Patient communications scattered across staff phones
As enquiries grew organically, managing conversations across multiple devices without a centralized system created visibility gaps
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Disjointed chats and forgotten enquiry messages
Without structured automation to organize incoming chats, important enquiries were delayed, overlooked, or left without timely follow-up
The Picky Assist solution
Picky Assist deployed a tailored CRM automation solution designed specifically for Yana IVF & Fertility Centre.
Centralized WhatsApp Inbox
All patient conversations were unified into a single shared dashboard, eliminating fragmented communication
Smart CRM configuration
A structured CRM setup enabled accurate patient tracking, enquiry categorization, and seamless assignment across teams.
Post-procedure follow-ups
Scheduled reminders ensured patients received timely instructions, reducing missed guidance after treatments.
Routine check-up reminders
Automated alerts encouraged patients to attend scheduled consultations, improving continuity of care.
Automated patient information collection
Essential patient details were captured through triggered digital forms, reducing manual follow-ups and improving data accuracy across clinics.
Data-driven re-engagement workflows
Patients who missed appointments or follow-ups were automatically re-contacted, strengthening retention and improving repeat consultation rates.
The impact
Measurable results that transformed patient care at Yana IVF
60%
Patient retention boost
Through automated follow-ups
Zero
Communications missed
Thanks to centralized inbox
5+
Hours saved weekly
By automating routine messaging
Before vs after snapshot
See the transformation in patient communication workflow
| Challenge |
|---|
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Patient communication |
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Patient re-engagement gap |
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Messages lost across platforms |
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Inefficient staff utilization |
| Before |
|---|
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Disjointed chats & delayed replies
|
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No re-visits & engagement |
|
Messages scattered across
devices |
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Manual messaging costs extra time |
| After |
|---|
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Automated reminders & follow-ups |
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Campaigns sparked returns |
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Shared inbox with full patient details |
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Staff reallocated to high-value care |
Ready to bring patients back like Yana IVF?
If your patient communication is still phone-based and manual, it’s time to level up.
Thanks a lot for the good work to set the CRM at Yana hospital and the prompt responses... Thank you.
Dr. Vivek Paul Yana IVF & Dental Center