Tata 1mg's diagnostics business books a lab test in under a minute, any hour, any day. Its newest category, at-home vaccination, still asks you to wait for someone to call you back. Here's what that gap is probably costing, and a two-week test to close it.
Their adult-vaccination lead form is explicit about the wait: submit your details, and someone calls you back between 9 AM and 9 PM. Ask outside those hours, and the callback happens the next day. There's also a flat ₹400 home-visit fee on top of the vaccine cost.
That's a reasonable process for a new, high-touch category — vaccination needs a prescription check a lab test doesn't. But it means a health-intent lead that shows up at 10 PM doesn't get a response until late the next morning, like the sleepy cloud above. For a same-day decision, that's most of a day for the intent to cool off, get resolved elsewhere, or just get forgotten.
Diagnostics is a mature business that is fully self-serve, but Vaccination on the other hand is a new growth category that has a human in the loop at the exact moment intent is highest.
Move the sliders to test this with your own numbers. The defaults are starting assumptions, not 1mg's real figures, the model holds either way.
Don't remove the human, just stop making after-hours leads wait for one. Auto-confirm the earliest available slot instantly, and let the agent call as a courtesy afterward instead of a gate before.
Current flow. After-hours leads wait for a callback the next day before anything is scheduled.
After-hours leads get an instant, auto-assigned earliest slot on submission. Agent calls after, only to confirm or reschedule.