How NxtG Physio Replaced Its Costly Call Centre With a System Built for Growth

How a 9-location network cut their outsourced call centre, handled four times the volume, and gave their staff their days back.

Rémi Vaillancourt - Chief Operating Officer (COO)

TL;DR

Walaw helped NxtG replace its costly external call centre with an AI phone assistant that answers calls 24/7, gives patients clearer information, and helps the team follow up faster. As the clinic network grew, NxtG centralised 9 locations under one phone number, handled 4x more call volume, increased front desk capacity by 30%, and saw an estimated 10% revenue boost.

locations centralised under one phone number

4×

call volume handled as the clinic network grew

30%

increase in front desk capacity

The Challenge

Before Walaw, NxtG had already centralised its phone system. All clinics operated under one number, and when the internal team could not answer, calls were redirected to an external call centre. However, what might have looked like coverage actually created bottlenecks.

Patients could wait with NxtG, get redirected to the call centre, wait again, and eventually hang up. Those calls still became manual follow-ups for the team. Even when calls were answered, patients often had to repeat their situation when NxtG called back. The model was also costly: NxtG paid by the minute, and some calls lasted 10 to 16 minutes, even for requests that could have been handled much faster.

The Solution

Walaw replaced the call-centre layer with an AI assistant who answers patient calls 24/7. Instead of relying on external agents who might give outdated information about services, pricing, or clinic locations, NxtG can update the information Walaw uses and provide feedback continuously.

“Walaw gives us the control we didn't have before — over the information, the follow-up, and the patient experience.”

The biggest shift was to be able to see all the existing calls and respond to the demand. If someone called, NxtG could see it. If the patient spoke with the AI agent, the team received the context. If a booking link was sent, patients could sometimes schedule themselves within minutes.

“Sometimes we call patients back mostly out of politeness, because the agent has already given them the information clearly.”

The Result

According to Rémi Vaillancourt, Chief Operating Officer at Nxt Generation Physio, Walaw helped increase answered calls by about 30%, especially outside business hours, and contributed to an estimated 10% boost in revenue.

Walaw helped NxtG move from a costly, manual call-centre model to a system that could support growth.

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