Making healthcare more accessible in Kenya and beyond.

Ponea Health is your modern healthcare resource. Founded only in 2020, Ponea Health has provided a well-covered healthcare solution to the needful people in many African countries, including Kenya.

It is a healthcare aggregator which brings many health providers into one platform for people to compare and choose from. It is a marketplace of healthcare tools and devices – available online and offline. It has 24*7 ambulance services, medical concierge services, chronic disease management programs, and campaigns on preventive health.

And they connect with people who need support all over the country, with IntelyChat’s well-integrated and intuitive platform.

Ponea Health used to have a single hotline. People would often call multiple times, and even ask to be assisted over WhatsApp. In addition to this, they mostly communicated with their customers through alphanumeric (one-way) messaging. This, of course, caused problems for the staff as well as those in need.

So Ponea looked for a way to help its customers fast and to engage and re-engage them. They knew that they needed a system that could pull information about a customer instantly if it existed in their records. They also needed an integrated, omnichannel customer engagement platform to sync with their CRM.

Ponea tried two of IntelyChat’s alternatives before settling on IntelyChat as the best option.

Dennis Henry (Tech Lead) and his team started setting up various conversation channels on IntelyChat — including Mobile App, IntelyChat Widget, and Social Channels.

Dennis and his team loved the ease of use. They could easily tap into IntelyChat’s open APIs and connect that to their CRM—something they had lagged previously. They could also synchronize contacts directly from IntelyChat into their CRM. This enabled them to know if a person coming in IntelyChat was already a customer.

Ponea has integrated a health bot with IntelyChat. It can do a preliminary analysis of someone’s condition and make recommendations on solutions and services based on how they’re feeling.

“We have never had any issues with IntelyChat support. It is always readily available. So if I need anything, all I need to do is just drop a message, an email to the team. They are just readily available to respond to us; to any of the queries that we ask.” — Dennis Henry, Tech Lead, Ponea Health

Ponea’s customers were anyway always looking to connect with the team over WhatsApp. Ponea Health saw an opportunity to connect with even more patients. They implemented multiple customer conversation channels on IntelyChat — website and app live chat, as well as Instagram, Facebook, Twitter, WhatsApp, and Telegram.

After Ponea implemented multiple customer conversation channels on IntelyChat, they were able to engage with and help even more people. The team soon realized that their customers found the website live chat and almost every other social media channel to be the easiest to reach out from.

They connected their IntelyChat account with their CRM through IntelyChat’s open APIs, implemented a central database of users, and took advantage of the omnichannel support suite — mapping conversations with existing customer databases regardless of the communication platform used.