The challenge
A 14-centre Ayurveda and wellness chain across Maharashtra and MP had a strong English-first website and a decent Instagram presence — but 71% of their actual patient base preferred Hindi or Marathi for serious health conversations. Booking forms were in English. Consult notes pushed patients toward Ayurvedic formulations like Triphala, Ashwagandha and custom kashayams, but the cross-sell happened verbally at the front desk and only worked when the patient remembered. Repeat-purchase of products was anaemic.
How we deployed
- Deployed a WhatsApp Business AI concierge that detects language and books in Hindi, Marathi or English.
- Built a vaidya-style intake — current dosha imbalance, sleep, digestion, stress, lifestyle — over a friendly conversation.
- Routed bookings by location, vaidya specialisation and language preference across all 14 centres.
- Triggered a post-consult product follow-up in the patient language with the exact formulations the vaidya recommended.
- Built a 30-60-90 day refill reminder sequence for each product based on prescribed dosage.
- Surfaced repeat-buyer cohorts to brand managers for seasonal launches like Chyawanprash and Brahmi-based formulations.
What changed
- Product attach rate (consult to first product purchase) lifted 78% across the chain.
- Average revenue per patient grew 34% versus the consult-only baseline.
- WhatsApp consult bookings in Hindi and Marathi together overtook English bookings within 60 days.
- Repeat product purchase rate inside 90 days hit 41% versus 17% on the manual baseline.
- Front-desk staff were freed from cross-sell scripting and focused on in-clinic hospitality.
"Our patients want to talk about their digestion in Marathi, not in English. The moment we let them, the relationship — and the cart — opened up."
— Founder · 14-centre Ayurveda chain