The challenge
During peak-demand months, especially in winter, Grupo Emerger saw a sharp rise in phone consultations, which forced them to bring in more in-person staff. That drove up operating costs, created delays for members, and made it harder to keep the quality of care consistent. The challenge wasn't only about volume — it was about channel: in-person and phone care simply couldn't scale at the same pace as member demand.
What WAIA built
- Built a mobile app for video consultations.
- Integrated it with the client's existing management system.
- A platform connecting members with healthcare professionals remotely.
- Streamlined the care workflow to reduce reliance on in-person and phone care.
- Built on a scalable architecture using React Native, Node.js and MongoDB.
The impact
- Fewer staff needed in the care room during peak-demand periods.
- Faster care process for members.
- Lower volume of phone consultations.
- Better user experience thanks to a faster, more accessible digital channel.
- The solution is still running today as part of the client's digital ecosystem.
