Doctolib 's challenges
Doctolib is Europe’s foremost health-tech platform, trusted by medical professionals and millions of patients. Within it, a dedicated Customer Care Performance Team governs the processes and tools behind support operations. Despite its mandate, the team was hampered by manual, fragmented workflows. Every incident required hand-offs across IT, Product Support, and Incident Management, turning simple updates into multi-step relays. Internal clarity lagged; external notifications arrived late. Bottlenecks multiplied, eroding response times and customer confidence. Eliminating these friction points became an operational imperative.
Fragmented workflow
Each incident ricocheted between IT, Product Support, and Incident Management, resulting in time-consuming handoffs and delaying resolution.
Manual overhead
Routine, hands-on tasks soaked up bandwidth, leaving the team little capacity to act quickly when issues surfaced
Security constraints
Earlier automation tools failed Doctolib’s stringent confidentiality and compliance standards, stalling progress toward safe, scalable automation.
About Doctolib
The Rise of Doctolib : Pioneering a New Era in Digital Healthcare
Since 2013, Doctolib has been transforming healthcare for 400,000 health professionals and 80 million patients across Europe. Through an innovative software suite for practitioners, Doctolib streamlines workflows and provides advanced clinical solutions – including electronic health records, diagnostic support, and prescription management – alongside Patient Management Solutions for scheduling, teleconsultation, and practice efficiency. For patients, Doctolib is a health companion, helping them access care simply, securely, and proactively.
Doctolib 's most impactful automation use cases
Real-Time Technical Support Summaries
Mindflow retrieves Jira issue data, drafts a concise update with Dust, and posts it straight to Slack. Support teams get the latest context instantly: no tab-switching, no delays.
Slack-Native Incident-Response Dispatcher
A webhook triggers Mindflow to open a Jira ticket, page the on-call engineer in PagerDuty, and push actionable messages into Slack, slashing communication lag by 90%: from 30 minutes to 3
-90% in average communication delays
The team reduced average communication delays from 30 minutes to just 3 minutes, streamlining the entire incident resolution process and ensuring faster, more efficient responses.
Enhanced Stakeholder Involvement
Both internal and external stakeholders benefit from clearer and more timely updates, resulting in greater overall satisfaction.
Increased Employee Satisfaction & Cross-Team Collaboration
Team members can focus on strategic communication rather than manual updates. Real-time notifications and seamless integration with Slack ensure a smooth flow of information.