In a pivotal year for Metropolis Healthcare, the company’s CIO Pinakin Shah reflects on how sustained investments in AI, automation, and integrated digital platforms have transformed patient experience, operational efficiency, and diagnostic precision.
Pinakin Shah, Chief Information Officer, Metropolis Healthcare Limited
“FY25 marked a pivotal year when our sustained digital and tech-led transformation efforts delivered measurable impact across the board,” says Pinakin Shah, CIO, Metropolis Healthcare, speaking exclusively to FE CIO, reflecting on a period when years of digital groundwork bore enterprise-wide results.
Metropolis achieved good results in AI-powered diagnostics, particularly for prostate cancer detection and automated karyotyping.
“These innovations have helped us reduce turnaround times by 50% and improve accuracy,” Shah explains, showing how clinical precision is being supercharged by intelligent tools.
Also launched was MetAdvisor, the company's proprietary AI-based recommendation engine, which guides patients toward the most relevant tests based on their medical history and symptoms. “It made diagnostics more personalised and proactive,” Shah points out—marking a strategic shift in patient engagement.
Medical Test Spectrum Wrapped in Digital
In FY 2024–25, Metropolis rolled out a revamped mobile app, making the diagnostic journey smoother than ever. The app allows patients to track phlebotomists in real-time, book tests smartly, view integrated reports, and access customised health dashboards. “Diagnostics should not only be precise, but also effortless,” Shah says.
For clinicians, the rollout of Metrobot, a 24x7 WhatsApp-based chatbot, was a game changer. Now used by over 70,000 doctors, Metrobot offers instant access to test details, CME modules, prescription uploads, and alerts. Shah says, “With Metrobot, we’re delivering speed and accuracy on demand.”
At the Backend: ERP, CRM Integration, Automation
FY 2024–25 also saw major internal digital integration efforts. ERP and CRM systems were aligned across sales, marketing, lab, and service functions to drive real-time coordination and faster, data-driven decisions.
A low-code platform was adopted to accelerate app development and cut time-to-market for innovations. Salesforce Clouds helped improve beat plan execution and CRM pricing flexibility, key for future growth and M&A scalability.
In parallel, AI-led workflow optimisation and the deployment of an AI Sales Bot enabled internal teams and franchisees to access SOPs, test data, and order management tools on demand.
Material management also underwent a tech makeover. With real-time inventory tracking and automated system checks, compliance improved while stockout risks were reduced.
Measurable Outcomes
Metropolis clocked 20% of revenue through digital channels in FY25. With a presence in over 750 towns, the digital ecosystem scaled well beyond metro markets.
On the clinician front, Metrobot supported over 70,000 doctors, while customer-facing innovations helped achieve a phlebotomist rating of 4.8.
Surendran Chemmenkotil, CEO of Metropolis, summed up the company’s direction for FY26: “We are undertaking a network-wide effort to improve lab utilisation through analytics, implement LEAN systems, and drive process transformation. Continued investment in automation and digital integration will elevate quality and accelerate turnaround times,” he says addressing the shareholders.
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