How ABC Clinique Santé uses Walaw to keep care human while scaling

ABC Clinique Santé is a network of interdisciplinary clinics built around one idea: better care happens when professionals work together. For Aymie Brousseau, founder of ABC, interdisciplinarity means more than “passing the ball” between professionals. It means building the ball together.

As the network grew from one clinic in Vaudreuil-Dorion to 8, soon 9, franchises across Québec, the challenge became clear: how do you keep the same quality of communication, warmth, and care when patient demand and call volume keep increasing?

ABC already had a strong operational model, including a centralised call centre handling a large share of patient calls. But with multiple clinics, different professionals, different services, and different schedules, communication becomes complex quickly.

ABC uses Alex, their Walaw AI phone agent, that supports the team when reception is unavailable or overloaded. Walaw agents answer calls, understand the request, provide clinic information, guide patients toward the right next step, and structure follow-ups for the team.

The goal is never to replace ABC's human team. It was to protect their time so they could focus on what humans do best: welcoming patients, supporting professionals, and creating a warm in-clinic experience.

“la réception dans nos cliniques ne reçoit pratiquement pas d'appels. Leur travail, c'est vraiment de passer du temps de qualité avec nos patients.”

Patients are answered even when the team is busy. Requests are easier to follow up on. Communication becomes more consistent across locations. As the network grows, the patient experience stays human.

For Aymie, AI is valuable when it strengthens human connection rather than replacing it. In her words, AI helps create a better experience because when the patient is in the clinic, “we have a human that takes care of us.”