Still wasting money on SMS with only a 19% open rate? Smart businesses are migrating to WhatsApp, where you can save over 80% on messaging costs, and in some markets, savings of nearly 100% compared to traditional SMS.
In addition, WhatsApp pricing, starting July 1, 2025, makes utility messages up to 25% cheaper than SMS, with FREE messages within 24-hour service windows.
There's definitely no reason not to prefer this digital channel for mass mailings and loyalty. This time, we're sharing the case of the Conci Carpinella Institute, a leading provider of diagnostic imaging and medical specialties in Córdoba, Argentina.
The institution has decided to take a decisive step toward digital transformation: migrating from its old Panasonic telephone exchange to OMniLeads Enterprise, a Digital Telephony and Omnichannel Contact Center platform.
This change not only modernized the communications infrastructure but also optimized the critical appointment confirmation process, integrating channels, metrics, and automation to offer a more agile and effective service.
From SMS to WhatsApp: a leap in efficiency and engagement
Before the implementation of WhatsApp Business, appointment confirmations were managed via SMS, with an effectiveness rate of around 62%.. 
Before the implementation of WhatsApp Business, appointment confirmations were managed via SMS, with an effectiveness rate of around 62%. (Check our docs), The confirmation rate rose to 88%, reflecting a radical change in patient interaction.
Key benefits of using WhatsApp Business at OMniLeads:
- Direct, immediate and familiar channel for the patient.
- Avoid GSM chip blocks in mass shipments.
- Unique business number, avoiding confusion by random senders.
- Centralized record of all interactions in the Contact Center.
- Volume discounts of up to 20%.
- More than 3 billion users compared to the decline in SMS usage.
- End-to-end encryption against SMS security vulnerabilities.
Additionally, the solution was natively integrated with the entity's shift management software, ensuring a seamless and automated flow between the shift manager and the Contact Center, freeing up internal time and resources.
Metrics that drive strategic decisions
With the Premium Reporting Suite and Real-time Wallboard, Conci Carpinella can now:
- Measure call and message volumes.
- Analyze wait times, abandonment rate, and service level.
- View workload per agent and performance per campaign.
- Adjust resources and strategies immediately.
- Make Bulk Shipping Orders Visible
- Process confirmations/cancellations immediately!
This operational visibility allows us to anticipate problems, maintain optimal service levels, and enhance patient satisfaction.
An smart & omnichannel Contact Center
Conci Carpinella's migration to OMniLeads Enterprise meant moving from a traditional telephony system with limited features to a digital, omnichannel contact center that integrates VoIP telephony, instant messaging, and advanced analytics into a single platform.
Simply put, the institution now confirms more appointments in less time, with fewer resources and greater patient satisfaction.
Verifying success with the OMniLeads CX Survey
The project also incorporated the CX Survey module, a tool that allows patient satisfaction to be measured immediately after their interaction with the institution. Thanks to automated surveys fully integrated into the Contact Center workflow, Conci Carpinella can now:
- Get real-time satisfaction metrics.
- Detect opportunities for improvement directly from the patient's voice.
- Strengthen long-term relationships with its users.
- Renegotiate shifts easily
This Customer Experience approach ensures that technology not only improves internal efficiency but also elevates patient-perceived quality.
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