Published 12 Aug 2025 · Last reviewed 30 Apr 2026
Kolors Healthcare
Industry
Healthcare
Client
Kolors Healthcare
Integration
Outlook, Convox CTI
Products Used
Service Cloud, Marketing Cloud
Kolors Healthcare is an organization of health and wellness specialists with a mission to help you discover your inner and outer beauty so as to achieve sound health and fitness. As pioneers of the concept of holistic well-being, Kolors brings you the most advanced treatments and therapies that focus on relaxation and revitalization.
Kolors Healthcare is an Indian health-and-wellness brand specialising in holistic beauty, fitness, and revitalisation treatments. Techila Global Services — a Salesforce Summit Partner — implemented Salesforce Service Cloud and Marketing Cloud integrated with Outlook and the Convox CTI platform to automate inbound lead capture across web, Facebook, WhatsApp, and phone, log calls and recordings into Salesforce, surface caller context to service agents in real time, and centralise appointment booking. The programme replaced manual toll-free intake with an automated lead-and-service motion the management team can finally measure.
[ At a glance ]
- Client
- Kolors Healthcare — health & wellness clinics
- Industry
- Healthcare · Wellness · Multi-clinic operator
- Products used
- Salesforce Service Cloud · Marketing Cloud
- Integration
- Outlook · Convox CTI (call logging + recording)
- Key outcome
- Automated lead capture across web/Facebook/WhatsApp/phone, no leads lost when agents are unavailable
- Provider
- Techila Global Services · Salesforce Summit Partner
01
The Brief
7 challenges
Kolors had no tool to deduplicate inbound leads, no visibility into sales-stage progress, and ran a manual process to capture every toll-free call. Service-agent performance was invisible to management, leads were leaking when agents were unavailable, and there was no reporting layer to see overall sales or service activity.
No tool for managing duplicate leads.
Manual handling of inbound enquiries — no automated system for inbound call logging across web, Facebook, WhatsApp, or toll-free phone.
Leads lost because of no visibility into sales stage.
No clear tool available for management to see overall progress.
Manual process to enter the detail of leads coming over toll-free number calls.
No visibility into tracking service agent performance.
No report generation for Sales and Agents.
02
The Approach
Solution
Techila stood up Service Cloud as the central case and lead platform, integrated Convox CTI for call logging and recording, deployed a custom Call Agent utility that surfaces caller information on incoming calls, and added Lead Management modules to capture inbound from web, Facebook, WhatsApp, and phone — alongside a custom appointment-booking component that closes the loop with the customer.
Created a component to book an appointment.
Lead Management modules allow users to capture leads coming from the Web, Facebook, WhatsApp, Phone, etc.
Maintain detailed information about the customer.
Integration with Convox CTI — logs calls at the carrier end and sends the recorded call and other customer details into Salesforce automatically.
Call Agent utility developed to show incoming caller information to the service agents.
03
Stack & Tools
04
Impact
Lead and customer master data is now maintained inside Salesforce, with every inbound channel auto-assigned to the right information centre. Management has reporting visibility on calls made per day, agent performance, and lead-stage progression. No lead is lost when an agent is unavailable — the unattended calls are captured and queued — and the automated service process has lifted overall customer satisfaction.
Easy to maintain the Lead and Customer in the system.
All leads are captured into the system and auto-assigned to the respective information centre.
Activity Management can provide information on various communications performed against each Lead/Account.
Better visibility into the Reports for management.
Higher visibility for management to see the number of calls made during the day.
No Lead lost in case of Service Agent is not available to attend the call.
Achieved higher customer satisfaction as a direct result of the service Process now being automated.
“Every call into Kolors now lands inside Salesforce with the recording and customer context attached. Our agents have the information they need on the screen as the phone rings, and management can see what's happening across every clinic in one dashboard.”
— Head of Customer Operations · Kolors Healthcare
[ Related services ]
How Techila delivers this for your team.
Salesforce Service Cloud
Senior-led Service Cloud delivery — omnichannel case management, knowledge, and AI-summarised case histories for service-heavy operations.
Explore→Salesforce Marketing Cloud
Pair Service Cloud with Marketing Cloud for journey orchestration across email, SMS, and WhatsApp — closing the loop on lead nurture and patient engagement.
Explore→Salesforce Health Cloud
Extend the platform with Health Cloud for patient 360, care coordination, and HIPAA-aligned controls when expanding into clinical workflows.
Explore→Agentforce
Layer Agentforce on top of the Service Cloud platform for tier-one deflection, agent-assist, and AI-summarised customer histories.
Explore→[ FAQ ]
Frequently asked questions.
What buyers ask after reading this Techila case study.
What was the timeline for the Kolors Healthcare Service Cloud rollout?
The Service Cloud + Marketing Cloud build with Convox CTI integration, Lead Management modules, custom appointment booking, and the Call Agent utility shipped under Techila's senior-led delivery model — typical end-to-end duration is 12–16 weeks for a programme of this scope.
Which Salesforce products were used in this engagement?
Salesforce Service Cloud as the case-management foundation and Marketing Cloud for outbound engagement, integrated with Outlook and the Convox CTI platform for call logging and recording. The platform is extensible to Health Cloud and Agentforce as the operating motion grows.
How does the Convox CTI integration work?
Inbound calls land at the Convox carrier where they are logged, recorded, and forwarded to Salesforce as case records with the customer profile, recording link, and conversation metadata attached. The Call Agent utility surfaces caller context to the agent on screen as the phone rings.
Is the same approach a fit for other multi-clinic healthcare and wellness operators?
Yes. The pattern — Service Cloud + Marketing Cloud + CTI integration + omnichannel lead capture across web/social/phone — generalises across multi-clinic dental, dermatology, fertility, fitness, and wellness operators running inbound-driven appointment models.
What did Techila deliver beyond the software?
Senior-led discovery, channel-specific lead-capture design, Convox CTI integration, custom Call Agent utility build, appointment-booking component, agent enablement, and an operational runbook for the customer-operations team — under a Salesforce Summit Partner delivery model.
Where can I see Techila's other Healthcare Service Cloud deployments?
Techila has shipped multiple Healthcare programmes including Inventia Healthcare (Sales Cloud), Edmund Michaels (Health Cloud), and Bey Health Solutions. Reference deployments and architecture diagrams are available under NDA via the Techila Contact form.
