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CX Trends for Healthcare In India, 2022

Deloitte study shows, that only 34% of consumers believe they get the information they need in virtual settings, and 56% believe they don’t get the same level of service. This created an opportunity for healthcare providers to rethink and improvise their practices to better connect with patients on their preferred channel and provide them with information and more personalized care.

Patients’ perceptions of healthcare services have shifted recently, prompting healthcare professionals to adapt to the latest technologies in order to improve the current healthcare infrastructure. Utilizing Metaverse’s virtual environment, AI, IoT devices, and collaborating with the government’s own NDHM are the latest trends in healthcare.

Let’s take a closer look at how these trends are being used to improve the entire consumer experience.

Artificial Intelligence 

Artificial intelligence (AI) is one of the major trends driving healthcare’s digital transformation. Diagnostics, academics, therapy courses, and other fields of healthcare have already implemented it. However, continuous R&D is being done to explore more possibilities for implementing AI technologies in Healthcare.

Currently, AI has proved to be very useful in diagnosing and treating diabetic retinopathy which is a major cause of blindness in India due to the huge diabetic population. For example, Netra.AI, an AI platform, can identify a healthy retina from an unhealthy one with the help of AI algorithms making use of specialized low-powered microscopes with cameras attached to them. Quickly generated reports on this platform enable optometrists to provide instant counsel to patients needing a referral to the hospital.

Computer Vision technology integrated within Conversational AI bots and virtual assistants helps medical professionals to diagnose certain diseases via remote counseling. Many experts are researching how to make the most out of Computer Vision in the field of cancer detection, surgery, and dermatology.  

Read more about how Computer Vision is transforming healthcare.

NDHM

The National Digital Health Mission with the help of the United Health Records system aims to address the lack of coordination between healthcare providers, payers, and patients. UHR brings together the electronic medical records of a patient and, most importantly, data from a cohort of different online and offline touchpoints frequented by patients. Furthermore, each person will be given a unique health ID that may be linked to the health IDs of their entire family to provide a complete picture of their medical history.

NDHM will help patients and healthcare professionals by improving longitudinal health record management and making it easier to store and share health records. Patients will be able to browse nearby healthcare providers while on the road. The NDHM framework’s features will go a long way toward ensuring that the Indian healthcare industry has a consistent experience.

Metaverse

Virtual Reality, Augmented Reality, Mixed Reality, AI, and digital currencies are all part of the Metaverse. It’s a web-based collection of interconnected locations. The metaverse is the result of the convergence of three major technological trends: telepresence (which allows people to be together virtually even if they are physically separated), digital twinning, and blockchain (which allows us to create a distributed internet), all of which have the potential to impact healthcare. Together, they have the ability to open up new channels for delivering treatment, lowering costs, and significantly improving patient outcomes.

Apollo Hospitals Group has partnered with 8chili Inc, a deep-tech start-up based in California, to enable patient involvement in the metaverse. Virtual reality (VR) will be used to provide pre/post-operative patient counseling, increasing patient involvement and offering skill mastery for hands-on training for healthcare staff.

IoT and Wearables

In the recent couple of years, wearable technology has become increasingly popular amongst urban populations for health and wellness tracking. Patient monitoring for chronic illness as well as post-op care has become easier for healthcare professionals through IoT devices and wearables. Some IoT solutions use artificial intelligence (AI) to offer clinicians early warnings based on a patient’s vital signs. Many healthcare startups such as Health Care At Home India Pvt Ltd (HCAH) are working towards setting up home ICU units and other treatment infrastructure that can monitor patients’ vital parameters thus enabling a proactive approach to treatment review and modification.

To keep track of patients recovering from high-risk treatments, Manipal Hospitals began using a remote monitoring service linked to Google’s Fitbit devices. These gadgets collect data from patients such as heart rate, oxygen saturation, sleep quality, steps, and pain score, which is then shared with nurses and doctors via an online monitoring service.

According to MarketsandMarkets, the market for wearable medical devices was estimated at $16.2 billion in 2021, with a CAGR of 13.2 percent expected to reach $30.1 billion by 2026. The rise of lifestyle-related illnesses (such as hypertension), the growing need for home healthcare, and the desire to improve patient outcomes are all factors driving this market expansion. 

Conclusion: Future of Healthcare Technology

With collaborative care models, data privacy becomes a major concern, and the danger of data loss can have serious ramifications for both the patient and the healthcare organization. 

Privacy of data can be ensured through a few specific security measures such as encryption of data and algorithms that enable access by authorized personnel only, regular monitoring of data and information to detect any data compromises, and training healthcare professionals about their data usage, access restrictions, and data security requirements. 

Ultimately, customer experience (CX) has risen to the top of the healthcare agenda because it affects every step of the patient’s journey, from interactions with doctors, nurses, and other care providers to insurance companies, pharmacies, hospitals, labs, and other healthcare businesses. R&D in every aspect of the above trends is happening at a rapid pace. Soon, a day will come when a doctor sitting in his clinic miles away from a rural village monitors a patient’s health and provides him with counsel and treatment.

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Empowering Frontline Healthcare Sales Teams with Mobile-First Tools

In healthcare, field sales is more than just hitting quotas—it’s about navigating a complex stakeholder ecosystem that spans hospitals, clinics, diagnostics labs, and pharmacies. Reps are expected to juggle compliance, education, and relationship-building—all on the move.

But, traditional systems can’t keep up. 

Only 28% of a rep’s time is spent selling; the rest is lost to administrative tasks, CRM updates, and fragmented workflows.

Salesforce, State of Sales 2024

This is where mobile-first sales apps in healthcare are changing the game—empowering sales teams to work smarter, faster, and more compliantly.

The Real Challenges in Traditional Field Sales

Despite their scale, many healthcare sales teams still rely on outdated tools that drag down performance:

  • Paper-based reporting: Slows down data consolidation and misses real-time insights
  • Siloed CRMs: Fragmented systems lead to broken workflows

According to a study by HubSpot, 32% of reps spend at least an hour per day just entering data into CRMs.

  • Managing Visits: Visits require planning, which may involve a lot of stress since doctors have a busy schedule, making it difficult for sales reps to meet them.
  • Inconsistent feedback loops: Managers struggle to coach and support reps effectively
  • Compliance gaps: Manual processes are audit-heavy and unreliable

These issues don’t just affect productivity—they erode trust, delay decisions, and increase revenue leakage.

What a Mobile-First Sales App in Healthcare Should Deliver

According to Deloitte’s 2025 Global Healthcare Executive Outlook, organizations are prioritizing digital tools to reduce burnout, drive efficiency, and enable real-time collaboration. A mobile-first sales app in healthcare is a critical part of this shift—especially for hybrid field teams dealing with fragmented systems and growing compliance demands.

Core Features of a Mobile-First Sales App in Healthcare

1. Smart Visit Planning & Route Optimization

Field reps can plan high-impact visits, reduce travel time, and log interactions efficiently. Geo-tagged entries ensure field activity transparency.

2. In-App KYC & E-Detailing

According to Viseven, over 60% of HCPs prefer on-demand digital content over live rep interactions, and self-detailing can increase engagement up to 3x compared to traditional methods.
By enabling self-detailing within the mobile app, reps can deliver compliance-approved content, enable interactive, personalized detailing during or after HCP visits, and give HCPs control over when and how they engage.

3. Real-Time Escalation & Commission Tracking

Track escalation tickets and incentive eligibility on the go, reducing back-and-forth and improving rep satisfaction.

4. Centralized Knowledge Hub

Push product updates, training videos, and compliance checklists—directly to reps’ devices. Maintain alignment across distributed teams. 

5. Live Dashboards for Performance Tracking

Sales leaders can view territory-wise performance, rep productivity, and engagement trends instantly, enabling proactive decision-making.

Case in Point: Digitizing Sales for a Leading Pharma Firm

Mantra Labs partnered with a top Indian pharma firm to streamline pharmacy workflows inside their ecosystem. 

The Challenge:

  • Pharmacists were struggling with operational inefficiencies that directly impacted patient care and satisfaction. 
  • Delays in prescription fulfillment were becoming increasingly common due to a lack of real-time inventory visibility and manual processing bottlenecks. 
  • Critical stock-out alerts were either missed or delayed, leading to unavailability of essential medicines when needed. 
  • Additionally, communication gaps between pharmacists and prescribing doctors led to frequent clarifications, rework, and slow turnaround times—affecting both speed and accuracy in dispensing medication. 

These challenges not only disrupted the pharmacy workflow but also created a ripple effect across the wider care delivery ecosystem.

Our Solution:

We designed a custom digital pharmacy module with:

  • Inventory Management: Centralized tracking of sales, purchases, returns, and expiry alerts
  • Revenue Snapshot: Real-time tracking of dues, payments, and cash flow
  • ShortBook Dashboard: Stock views by medicine, distributor, and manufacturer
  • Smart Reporting: Instant downloadable reports for accounts, stock, and sales

Business Impact:

  • 2x faster prescription fulfillment, reducing wait times and improving patient experience
  • 27% reduction in stock-out incidents through real-time alerts and inventory visibility
  • 81% reduction in manual errors, thanks to automation and real-time dashboards
  • Streamlined doctor-pharmacy coordination, leading to fewer clarifications and faster dispensing

Integration Is Key

A mobile-first sales app in healthcare is as strong as the ecosystem it fits into. Mantra Labs ensures seamless integration with:

  • CRM systems for lead and pipeline tracking
  • HRMS for leave, attendance, and performance sync
  • LMS to deliver ongoing training
  • Product Catalogs to support detailing and onboarding

Ready to Empower Your Sales Teams?

From lead capture to conversion, Mantra Labs helps you automate, streamline, and accelerate every step of the sales journey. 

Whether you’re managing field agents, handling complex product configurations, or tracking customer interactions — we bring the tech & domain expertise to cut manual effort and boost productivity.

Let’s simplify your sales workflows. Book a quick call.

Further Reading: How Smarter Sales Apps Are Reinventing the Frontlines of Insurance Distribution

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