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Healthtech Mobile + Web CRM & Ops Emergency

Medical Mitra: an always-on medical concierge — and the CRM that runs it.

In an emergency, minutes matter. Medical Mitra helps patients connect with nearby hospitals, doctors, ambulances and critical-care services — and gives the operating team an exhaustive internal CRM to run everything from dispatch to referrals to lab tests.

Systems: Consumer app + Internal CRM

15+

Modules inside the CRM

24×7

Emergency-grade uptime

Source of truth across service types

The Problem

Emergencies are chaotic. So were the operations behind them.

Two problems, one on each side of the phone:

For patients & families in an emergency: precious minutes lost searching for the nearest hospital, an ambulance that's actually available, a doctor who takes the case, or a lab that can run a test today.
For the operating team: coordinating hospitals, doctors, ambulance vendors, home-care staff, lab tests, referrals and the call centre — across phone, WhatsApp, spreadsheets and paper. No single view. No audit trail. No analytics.

You couldn't solve the consumer side without fixing the operations side. So we built both.

The Solution

Two connected systems, built to work as one.

A consumer-facing web + mobile app that helps patients get care fast — and an exhaustive internal CRM that runs every workflow the business depends on.

📱

Consumer app + web

Find nearby hospitals, doctors, ambulances, home-care and labs in one tap. Emergency shortcut, service catalogue, ratings, booking.

🚑

Emergency dispatch

Real-time ambulance dispatch tied into GPS tracking. Patient-side ETA, hospital pre-alert, driver instructions.

🏥

Hospital management

Onboarding, tie-ups, service tiers, availability, referral rules and settlement.

👨‍⚕️

Doctor management

Profiles, specialisations, availability slots, tele-consult links and payouts.

🚙

Ambulance management

Vendor onboarding, driver & vehicle records, live availability, incident logs.

🏠

Home-care services

Attendant / nurse scheduling, visit tracking, kit management, patient feedback.

📞

Call-centre workflows

Every inbound emergency captured — auto-routed, triaged, escalated. Full recording + notes trail.

🧪

Lab tests management

Test catalogue, sample pickup scheduling, report delivery, partner-lab settlement.

🤝

Referral management

Doctor→hospital / hospital→doctor referrals with tracking, incentives and dispute resolution.

🧑‍💼

Vendor management

Onboarding, contracts, SLA tracking, invoices & settlements — all inside one console.

📊

Analytics & reporting

Emergency SLA, service-type mix, revenue, top vendors, response times, funnel drop-offs.

💬

Communications & marketing

SMS, WhatsApp, email; campaign scheduler; segment-based re-engagement; marketing integrations.

Architecture

Deployed architecture

Consumer app + internal CRM sit on a shared API, with a real-time layer for dispatch, GPS ingestion for live tracking, and an analytics warehouse for leadership dashboards.

Client

API / Realtime

Data store

Integration

Analytics

Tech stack

Technologies used

Frontend

React (CRM) Next.js (consumer web) React Native (consumer & field apps) TypeScript

Backend, API & Realtime

Node.js Express WebSockets BullMQ (queues) SLA / timer engine RBAC + audit log

Data

PostgreSQL + PostGIS Redis Object storage (S3-compatible) Warehouse for BI

Integrations

Telephony & IVR (recording, routing) SMS / WhatsApp Business / Email Google Maps + GPS ingestion Payments & vendor payouts Marketing / campaign tools

Cloud, DevOps & observability

Docker CI/CD APM + error tracking Uptime + on-call alerting Nightly backups + PITR

Screens shipped

Screens from the platform

Placeholders below — swap in real screenshots.

iOS · Consumer app — home & SOS

Nearby services in one tap, prominent emergency button, location auto-shared with dispatch.

Web · CRM — dispatch console

Live ambulances on the map, active cases with SLA timers, dispatch action inline.

Web · CRM — hospital onboarding

Tie-ups, tiers, availability, specialities, referral rules and settlement — one page per hospital.

Web · Call-centre workflow

Live queue, triage, symptom notes, one-click escalation to dispatch, full recording & caller history.

Tablet · Home-care scheduling

Attendant / nurse scheduling, visit tracking, open-shift alerts, feedback rollup.

Web · Leadership dashboard

Emergency SLA, service mix, revenue, response times, vendor performance — with proactive alerts.

Adoption

Rolled out from the inside out

Call-centre first. Every incoming emergency was captured in the CRM from day one, so the ops backbone was tested before consumer traffic scaled.
Vendors next. Hospitals, doctors and ambulance vendors were onboarded with a mix of self-serve forms and assisted setup by field teams.
Consumer app after. Launched with hyperlocal marketing tied into the same CRM — every consumer action landed in the same source of truth.
Iterated in short cycles based on call-centre feedback — the people on the phone in an emergency are the sharpest product signal you can find.

Impact

Impact on the business

↓

Emergency response time

↑

Service categories launched

Source of truth

Traceable

Every case, end-to-end

Emergency response became measurably faster and traceable. The team scaled service categories (labs, home-care, referrals) without proportionally scaling ops headcount — because everything flowed through one system with analytics on top. Leadership finally saw the business in real time, not weekly summaries.

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