Case Study
How Cipla Limited Scaled Patient Outreach and Improved Revenue Visibility with OmniDimension's Voice AI
Published September 24, 2026
The Challenge
Cipla Limited is one of India's largest publicly traded pharmaceutical companies, with a global presence, over 30,000 people globally, and annual revenues exceeding $3 billion.
In pharmaceuticals, especially for seasonal therapies like inhalers, revenue predictability is critical. Demand is not just driven by prescriptions, it depends on whether patients actually use the medication and choose to refill.
For Cipla, this created a key operational gap. They needed a scalable way to regularly engage with patients and capture important signals about their treatment journey.
While the exact campaign questions and use cases are confidential, at a high level, the outreach focused on areas such as:
- Whether patients were taking their medication as recommended
- How satisfied they were with their treatment experience
- Their likelihood of continuing or replenishing their medication
These insights played an important role in understanding patient behavior and supporting more informed business planning and forecasting.
The core challenges were:
- Scaling patient outreach to a large user base
- Reducing operational costs while increasing reach
- Ensuring consistent and measurable outcomes
Cipla had experimented with traditional approaches, including human-led outreach and other solution providers. However:
- Scaling via human teams required training, monitoring, and high operational overhead
- Previous solutions lacked flexibility and adaptability
- Feedback loops were slow, making iteration difficult
They needed a system that could scale quickly, adapt continuously, and deliver measurable insights.
The Solution
Instead of patching the existing setup, Cipla rebuilt its outreach model with OmniDimension.
The focus was simple: maximize reach, optimize cost, and continuously improve outcomes through AI-driven conversations.
Three Types of Campaigns Deployed
1. Patient Engagement & Feedback Campaign
Used Voice AI to conduct structured patient outreach at scale, capture key feedback and behavioral signals, and turn conversations into actionable insights for business and operational teams.
2. Doctor Follow-Up Campaigns
Designed multiple automated Voice AI campaigns to engage patients at different stages of their care journey, including 15-day, 30-day, 45-day, and 90-day follow-ups.
- Automated timely follow-ups at predefined intervals
- Encouraged patients to revisit their doctors at the appropriate stage
- Maintained consistent engagement throughout the patient journey
- Reduced the manual effort required to run multiple follow-up campaigns at scale
What Stood Out During Implementation
Plug-and-play flexibility
Campaigns could be started or stopped instantly
Continuous improvement loop
Feedback was quickly incorporated and acted upon
Two-way collaboration
Not just execution, but active input on what could work better
This made the system not just a tool, but an evolving capability.
The Impact
The results were visible early in the engagement.
2M+
Calls dialled across campaigns
65-70%
Survey completion among connected users
Significant lift in revenue percentage.* Large-scale patient outreach achieved within a short span.
*Exact numbers and revenue impact are not disclosed due to confidentiality.
More importantly, Cipla moved from assumption-based decisions to insight-driven clarity:
- Better visibility into patient behavior
- Clearer understanding of engagement patterns
- Improved confidence in planning and decision-making
A key observation was around user interaction quality:
- Patients engaged naturally in conversations
- High willingness to continue and complete interactions
- In many cases, users did not perceive the interaction as AI-driven
This demonstrated that well-designed voice AI can deliver human-like engagement at scale, even across diverse user segments.
The Outcome
Cipla didn't just improve a campaign, they built a scalable capability. A system where:
- Outreach can run at scale without proportional increase in cost
- Campaigns can be launched, tested, and optimized rapidly
- Feedback loops are continuous and actionable
- Decision-making is supported by real interaction data
OmniDimension now acts as a core enabler in Cipla's outreach ecosystem, helping expand reach, improve efficiency, and bring consistency to operations.
What was once a manual, resource-heavy process is now a scalable, adaptive, and data-informed system.
And that shift has turned patient conversations into a strategic advantage.
See what OmniDimension can do for your outreach programs
Book a 15-minute walkthrough with our team.