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About the Company

MedTrack Wellness is a multi-location preventive-care and physiotherapy clinic network based in Toronto, Canada. Since 2012, they have served over 85,000 patients across chiropractic care, physiotherapy, sports injury rehab, and remote tele-consultations. The clinic faced recurring no-shows, overload on front-desk staff, and slow manual follow-up processes — resulting in lower patient retention.

Client Overview

MedTrack Wellness partnered with Destro Technologies to introduce a hybrid automation model:


  1. AI Calling Agents for appointment confirmation, reminders, and follow-ups
  2. Smart Workflow Automation to sync patient data, update EMR records, and automate reminders

Their goal was to reduce manual calling effort and improve patient engagement without hiring more staff.

Project Summary

Destro Technologies deployed an AI-driven outbound calling system integrated with MedTrack’s existing EMR and booking tools. Automated voice agents handled confirmations, cancellations, re-scheduling, survey calls, and follow-ups. All activity synced automatically in real-time through automated workflows, improving team efficiency and patient compliance.

Challenges

  1. High volume of daily appointments = excessive manual calling
  2. Rising no-show rates due to missed reminders
  3. Front-desk agents overwhelmed with rescheduling & follow-ups
  4. No automated system to gather post-visit patient feedback
  5. Lack of a unified dashboard for call performance & appointment analytics

Solution

  1. Implemented AI Calling Agents for reminders, confirmations, and feedback surveys

     

  2. Integrated system with MedTrack’s Electronic Medical Records (EMR)

     

  3. Built automated workflows for scheduling changes, follow-ups, and escalation routes

     

  4. Added real-time dashboards to monitor call outcomes, patient response rates, and cancellations

     

  5. Deployed multilingual voice agents for Canadian demographic diversity

     

Results

  1. No-show rate reduced by 52% within 60 days
  2. Front-desk workload dropped by 43%
  3. Outbound follow-up completion rate increased from 22% → 67%
  4. Patient satisfaction score improved to 4.8/5
  5. Clinic achieved ROI in less than 90 days

Our Client Review

“Destro Technologies transformed our sales process. What used to be fragmented and slow is now fully automated. The visibility and control we now have over our pipeline is outstanding.”

Dr. Jason Miller

 Clinical Director — MedTrack Wellness