Dra. Duarte Medicina Estética

Dra. Duarte Medicina Estética is an aesthetic-medicine clinic in Armenia, Colombia. It's one of the three businesses Mateo — a cofounder of xcale — co-founded, and the first customer where xcale ran in production.

The reality of any clinic is familiar: WhatsApp is the main contact channel, whoever answers becomes the scheduling bottleneck, and the busiest days lose patients to slow responses.

When we put xcale in production, we used a simple rule — it had to handle 100% of the scheduling flow without supervision, and only escalate to the clinical team when a real medical question came up.

Three months in, that rule holds. xcale schedules, confirms, reminds, and picks up conversations with patients who return weeks later — and only escalates to the team when a clinical judgment is required that a person has to answer.

Dra. Duarte is not an arm's-length case. It's an operation we saw up close, where every edge case was iterated with the clinical team sitting next to us. That's why it's the foundation of the playbook we run with every other customer.