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title: "Messer case study: 13,000 monthly appointments | COCO"
description: "How Messer Homecare grew from 35% to 55% patient self-service and rescued 63% of its appointments with COCO automation. Documented case study."
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1.  [Home ](/en)
2.  [Testimonials ](/en/testimonials)
3.  Messer case 

![Messer Colombia](/__l5e/assets-v1/f8a7b211-c28f-47b3-900e-c79789470480/messer-logo.png)

Success Story · Colombian Technology 

# Optimizing access to healthcare with AI technology 

How we automated the management of more than 13,000 monthly appointments to improve patient experience and reduce operational load.

Book a demo with COCO

13K+

Appointments managed

55%

Self-service

63%

Appointments rescued

Explore 

![COCO AI con Messer](/__l5e/assets-v1/4b2ff27c-b2f0-4140-8725-3b0b7f67900f/coco-mascot-messer.png)

About Messer 

## History and evolution

With more than 20 years in the healthcare sector and 9 branches in Colombia, Messer leads home care for patients with respiratory and chronic diseases through its Homecare division.

20+

Years of experience

9

Branches in Colombia

-   Customer focus
-   Trust and respect
-   Technology and security
-   Corporate responsibility

Initial situation 

## The challenge: Access barriers 

Appointment management largely depended on manual processes and the call center, limiting the wellbeing of thousands of patients.

Low self-service

### Limited self-service

Only 35% of patients managed their appointments autonomously.

High dependency

### Call-center dependency

High operational load on the phone support team.

Wasted time

### Wasted time

Healthcare professionals spent time on administrative tasks.

Rising complaints

### Complaints on the rise

Increase in complaints related to healthcare access.

Complex processes

### Manual scheduling

Manual scheduling with multiple steps and room for error.

Limited software

### Technical limitations

The previous system didn't allow integration of new digital channels.

The solution 

## 360° digitalization

COCO became a strategic need: 24/7 availability, patient self-service and reduced operational load from month one.

### Cloud service

No installations or physical infrastructure.

### 100% secure

Easy, safe and customizable.

### Artificial intelligence

Process automation and resource optimization.

### Technical support

Via email, WhatsApp and internal channel, always available.

### Certified training

Training platform for the entire staff.

### Unmet demand

Availability for patients on the waiting list.

### Automatic reminders

Confirmation 12h before · 57% call · 38% WhatsApp.

### Statistical dashboards

Real-time data for better decisions.

Results · Real impact 

## Democratizing access to healthcare

![COCO mostrando dashboard de resultados](/__l5e/assets-v1/5edcfc02-b24a-4e43-ad90-cd4b6e53627d/coco-mascot-dashboard.png)

01

13K+

Appointments managed monthly

02

55%

Patients in self-service

03

47%

Automatic confirmations

04

63%

Appointments rescued

### Self-service evolution

35% → 55%

Patients managing appointments autonomously.

Jun 25 35% 

Feb 26 55% 

### Patient self-service

Distribution by channel · 55% already autonomous

-   Confirmed by call 46.9% 
    
-   Confirmed by WhatsApp 38.2% 
    
-   Cancelled by WhatsApp 6.2% 
    
-   Confirmed by SMS 4.4% 
    
-   Cancelled by call 2.5% 
    
-   Cancelled by SMS 1.8% 
    

![COCO celebrando resultados](/__l5e/assets-v1/1d5fb92f-45a9-4ddf-82c5-44e85662528a/coco-mascot-results.png)

Artificial intelligence 

## At the service of life

COCO's Bot acts as a strategic ally, ensuring reduced human errors and immediate response.

98%

Historical effectiveness

89%

Sustained efficiency at peak demand

Innovation wins 

## Operational benefits

What the company gains by implementing intelligent automation.

### Automatic appointment confirmation

Fewer errors and greater agility across multiple channels.

### Simplified operations

Clear, efficient processes and centralized service across the operation.

### Operational indicators

Full performance visibility with automatic reports and real-time data.

### Leaner operational staffing

Save resources and time by reducing repetitive-task headcount.

> "Technology doesn't replace human care — it empowers it."

## Ready to transform your operation?

Discover how COCO can reduce costs, optimize schedules and improve your patients' experience.

24/7

Availability

+40%

Operational savings

<15%

No-show target

Book a demo with COCO

## Other success stories

Explore more results achieved with COCO.

[

### Success story: surgical management

How a hospital optimized operating rooms and surgical scheduling with AI.

Read the story ](/en/testimonials/case-surgeries)[

### Success story: ESE Rionegro

Assisted scheduling and patient engagement in a public health network.

Read the story ](/en/testimonials/case-ese-rionegro)[### Success story: cancer screening

71% screening attendance in a Central American public health system.

Read the story](/en/testimonials/case-cancer-screening) [See all testimonials and success stories ](/en/testimonials)

[![COCO Tech](/assets/coco-logo-light-OLz8Qiw1.png)](/en)

We are a system of solutions designed for the healthcare sector, enabling clinics and hospitals to organize their operations and reduce revenue losses caused by inefficiencies in processes behind patient care.

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