Redcliffe Labs is a leading diagnostics provider redefining the healthcare experience in India by making customer support faster, simpler, and more accessible. The company was recently profiled by technology giant Meta at the WhatsApp Business Summit, showcased as an example of innovation in action. By integrating WhatsApp’s chat and voice capabilities, the diagnostics leader has transformed patient interactions, ensuring that vital healthcare support is accessible across the country. This innovation underscores Redcliffe Labs’ commitment to improving lives through smarter, customer-focused solutions.

Addressing Patient Pain Points

With over 7 million customers served and 70,000 samples processed daily, Redcliffe Labs’ has experienced rapid growth in recent years. Assessing customer feedback revealed some key areas for improving communication with customers:

• Timely Support in a Time-Sensitive Sector: Healthcare demands urgent, clear communication, especially when dealing with patients’ concerns. Traditional phone networks, especially those outside the major cities, often failed to deliver reliable connectivity, leading to frustration and delays.
• Cumbersome Access to Helpdesk Support: Patients previously had to manually copy Redcliffe Labs’ support number into their keypads, introducing unnecessary steps and friction when seeking assistance.

Redcliffe Labs partnered with WhatsApp Business to implement a seamless communication system that integrates both chat and voice capabilities. As the most used messaging app in India, WhatsApp boasts over 532 million monthly active users, a figure projected to reach 795 million by 2025. Leveraging this trusted platform, Redcliffe Labs has addressed patient pain points and significantly enhanced the customer experience.

Key innovations include:

• One-Touch Support: Patients can now escalate concerns or seek answers directly within their WhatsApp chat. No need for switching apps or dialling numbers—help is integrated into the environment patients already trust.
• Streamlined Conversations: By unifying chat and voice support into a single thread, Redcliffe Labs ensures continuity. Patients don’t need to repeat their concerns, saving time and reducing stress.
• Reliable, Consistent Connectivity: By leveraging IP-based technology, the system eliminates the unpredictability of traditional phone networks, offering dependable communication when patients need it most.

Redcliffe Labs’ focus on innovation has delivered measurable improvements in the healthcare experience:

• 22% Increase in Customer Satisfaction: Patients report a smoother, quicker path to support, improving trust and satisfaction.
• 25% Increase in Net Promoter Score: The enhanced accessibility and reliability have led to stronger patient loyalty and recommendations.

These outcomes reflect Redcliffe Labs’ dedication to solving real-world challenges through innovation. By simplifying access to support, they’ve significantly reduced the friction in healthcare interactions, empowering patients with the care and confidence they deserve.

Leading with Purpose

Redcliffe Labs is setting a new standard for patient-centric healthcare. By prioritising innovation and customer experience, they are transforming lives across India and proving that healthcare can be simpler, faster, and more human.

As investors, we are proud to partner with a company that not only delivers financial performance but also creates meaningful impact for millions of patients. Redcliffe Labs is not just redefining diagnostics—it’s redefining what’s possible in healthcare.