How a Johor Bahru clinic stopped losing patients to slow replies

ACG Healthcare Sdn Bhd runs a small clinic network across Johor Bahru. Before working with us, every appointment enquiry came through one shared WhatsApp number, checked whenever the front desk had a spare moment between patients — which, on a busy day, was rarely.

The problem wasn’t the staff

Nobody was being lazy. There simply weren’t enough hands to answer the same questions about pricing, hours, and availability dozens of times a day while also running the front desk. Patients who didn’t get an answer within a few minutes often just called a different clinic.

What changed

We set up an AI agent on their official WhatsApp Business number, trained on their price list, hours, and booking policy. It now answers instantly, books directly into their calendar, and hands off anything unusual to a human with a summary attached. Reply rate is up 340%, cost per booked lead is down 68%, and the front desk spends its time with the patients standing in front of them.