Pathology Asia replaced its legacy Ameyo system in weeks with Solgari for Microsoft Dynamics 365 - transforming case management and enabling AI-powered healthcare service across Singapore and Malaysia.
About Pathology Asia
Pathology Asia, through its Innoquest laboratories in Singapore and Malaysia, is a leading regional provider of pathology and diagnostic services. The organisation delivers vital diagnostic support to hospitals, clinics, and healthcare providers across Southeast Asia, ensuring timely and accurate test results for patients.
The Challenge
As demand grew across multiple countries, Pathology Asia’s on-premise telephony system became a barrier to efficient, connected service.
The key issues were clear:
- No integration with Dynamics 365, requiring manual updates to patient and hospital records
- High maintenance costs and slow change cycles
- Limited scalability, restricting the ability to manage growing call volumes regionally
- No access to modern AI tools to enhance agent productivity or service quality
To deliver on its patient-first mission, Pathology Asia needed a modern, compliant, cloud-native solution that could link every inbound call directly to case management within Dynamics 365.
Why Solgari
Working with implementation partner R Systems, Pathology Asia selected Solgari for its ability to bring together compliance, scalability, and AI within a Microsoft-native environment:
- Integrated cloud contact centre: Replaced Ameyo with Solgari for Dynamics 365 Customer Service
- Case-linked telephony: Inbound calls now flow directly into case management workflows
- Azure-hosted architecture: Secure, compliant, and accessible across Singapore and Malaysia
- AI assistance via Solgari Copilot: Real-time transcription, summarisation, and sentiment analysis
- Rapid rollout: Delivered in weeks with minimal disruption to clinical operations
The Results
- Rapid deployment: Full transition from an on-premise telephony system to Solgari completed in weeks
- Streamlined case management: Every call logged automatically in Dynamics 365
- AI-enhanced service: Agents supported in real time with transcription and sentiment analysis
- Cross-border scalability: Unified platform across multiple geographies
- Compliance-ready operations: Fully aligned with healthcare data protection standards
The Human Impact
For healthcare providers and patients alike, communication is now faster, clearer, and more reliable.
Frontline teams no longer waste time re-entering data or tracking down call details—every interaction is captured, connected, and compliant.
The Future
With Solgari embedded in Dynamics 365, Pathology Asia is building on its success to:
- Expand its cloud contact centre model across additional Southeast Asian markets
- Extend Solgari Copilot AI features for continuous service improvement
- Continue advancing digital innovation while maintaining the highest standards of patient confidentiality and trust
