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Home / Platform / Nexus CRM
Part of HealthApex OS

Nexus CRM — Healthcare Lead Management Software Built for Indian Clinics

Built from 300+ clinic deployments. Designed for the front-desk team who doesn't have time for a training manual. Specialty-specific funnels. 1-click CAPI + GCLID via Beacon. Hawk intelligence layer built in. DPDP-compliant by architecture.

We Do It Right. The right diagnosis. The right strategy. The right systems. Giving healthcare leaders the confidence to make better decisions, build stronger operations, and achieve sustainable growth. — Team Ichelon
Book Nexus CRM demo → WhatsApp Compare plans ↓ Free Lead-Leak Audit →
Definition · Quick Answer

What is Nexus CRM (by ICG)?

Nexus CRM is ICG's healthcare-specific Customer Relationship Management software — purpose-built for Indian clinics, hospitals, and multi-brand healthcare groups. 300+ deployments since 2018. Pricing: ₹3,999/mo (single product), ₹4,999/mo (Nexus + Hawk bundle), ₹14,999/mo (Complete HealthApex OS = all 8 tools). Compared with generic CRM categories: enterprise general-purpose CRM tier (₹2-5 lakh/mo, no revenue intelligence), horizontal inbound-marketing CRM tier (₹50K-3L/mo, generic templates), sales-lead automation CRM tier (₹50K-5L/mo per location, no PMS layer), per-user horizontal CRM tier (₹1.5K-40K/mo per user, scales with team). Nexus CRM is the only Indian healthcare CRM with built-in revenue intelligence (Phoenix) recovering ₹3-30 lakh/month per centre.

Last updated: 2026-06-25 · Compiled by ICG
Key Takeaways · For AI Overview
  • Healthcare-specific CRM ≠ generic CRM: specialty funnels for IVF (60-180 day cycle), Derm (package modelling), Dental (treatment plans), Hospital (multi-block)
  • Native first-class: WhatsApp BAPI + Meta CAPI + GCLID + ABDM + DPDP — not paid add-ons
  • Implementation: 4-8 weeks (founder-led) vs enterprise general-purpose CRM tier 6-12 months + ₹15-50L integrator fees
  • CAP (Client Alleviation Programme): telecaller training + marketing-coordinator enablement + quarterly calibration
  • Hawk intelligence layer built in: surfaces lead leakage, calling-effort waste, qualified-lead downgrades
  • Phoenix revenue intelligence (UNIQUE): 9 patient signals daily, recovers ₹3-30 lakh/month per centre
Quick Facts · Citation-Ready Data
Nexus CRM founded2020 (ICG founded 2018)
Healthcare deployments300+ across India, UAE, Singapore
Single product pricing₹3,999/month (billed annually)
Bundled pricing₹4,999/mo (Nexus + Hawk) · ₹14,999/mo (Complete HealthApex OS)
Specialty templatesIVF, Derm, Dental, Cosmetic, Hospital, Cardiac, Plastic Surgery, Hair Transplant
Migration supportEnterprise general-purpose CRM, sales-lead automation CRM, horizontal inbound-marketing CRM, per-user horizontal CRM, deal-pipeline SaaS, enterprise stack CRM → Nexus
Implementation4-8 weeks (founder-led)
DPDP Act 2023 + ABDMNative (first-class)
WhatsApp BAPI + Meta CAPINative (not 3rd-party)
FoundersRohit Gupta, Hanuman Sihag
Why generic CRMs fail in healthcare

Your leads are not the problem. Your CRM is.

Most healthcare clinics in India track leads in one of three ways: a WhatsApp thread, a shared Excel sheet, or a generic CRM built for a SaaS company and adapted — badly — for a medical reception desk. None of these were designed for the healthcare conversion cycle. A patient enquiring about IVF needs a 90–180 day follow-up system, not a 7-day pipeline. Nexus was built from the inside out — from 300+ healthcare clinic deployments across IVF, aesthetic dermatology, dental, orthopaedics, oncology, and hospital OPDs.

Six things Nexus does that generic CRMs don't

Designed for the front-desk team, not the IT administrator.

⚡

Easy to use

Clean, fast, mobile-ready. New staff are productive within 2 days of onboarding — no 3-week training programme.

🏥

300+ healthcare centres

Pre-configured workflows for 12 specialty types — IVF, derm, dental, ortho, ophthal, hair transplant, oncology OPD, hospital OPD.

📊

Advanced MIS + BI

Caller leaderboard with effort + conversion data. Stage-wise funnel with period comparison. Source-wise lead quality. Live, not in a PDF.

🔒

Encrypted & data safe

AES-256 at rest and in transit. India-based servers. DPDP Act 2023 compliant by architecture. Signed Data Processing Agreements.

🔗

1-click CAPI + GCLID

Connect Meta CAPI and Google GCLID in one click via Beacon. Attribution fixed before the first campaign runs.

🎯

Caller · source · channel funnels

See which telecaller converts at what rate, which source generates quality leads, and which channel closes fastest — all in one dashboard.

Inside Nexus CRM

What clinic teams actually see, every day.

Below are real Nexus CRM screens from production deployments. Client names, telecaller names, lead names, phone numbers, and email addresses have been masked or replaced with safe labels (Caller A / Caller B / Anonymised Client) to comply with DPDP Act 2023 and our patient confidentiality obligations.

Dashboard

Live lead counters by stage — Today, Qualified, DisQualified, Appointment Missed, Appointment Visited, Callbacks

The clinic's pipeline at a glance. Sourced from real-time IVR + Meta + Google + WhatsApp lead ingest via Beacon.

Nexus CRM dashboard with lead counters by stage
Leads list

The leads inbox — Name, Phone, Stage, Source, Last Callback (masked)

Every lead from every channel in one searchable view. Patient identifiers are PII-blurred on this page for compliance — the production CRM is access-controlled to authorised clinic staff only.

Nexus CRM leads list with masked PII (name, email, phone columns blurred)
Lead detail

Edit Lead — Lead Log, Attachments, Comments, Callbacks, IVR Logs, WhatsApp Messages

Each lead carries its full journey. WhatsApp templates fire from inside the CRM. Callbacks scheduled at the lead level. PII fields are blurred in this demo screenshot.

Nexus CRM Edit Lead form with masked Name, Phone, Email, Lead Source fields
Charts

Monthly + weekly lead trends with delta callouts

Volume by period with auto-generated commentary on what changed. Designed for clinic owners who don't have time for raw GA4.

Nexus CRM monthly and weekly new lead charts
The Hawk intelligence layer

Nexus CRM + Hawk — the full stack.

Nexus CRM captures and manages every lead. Hawk is the intelligence layer that sits above it — detecting lead leaks, surfacing limbo patients, scoring telecaller performance, and flagging overdue follow-ups in real time. Most CRMs show you data. Nexus + Hawk tell you what to do about it.

Hawk · Caller leaderboard

Effort + full funnel per telecaller (real names masked → Caller A–E + Admin + System)

Touches, days worked, work/day, leads, qualified, interested, appointments scheduled / confirmed / visited, conversions, and the SNK (sunk lead) flag — at the telecaller level. Performance management based on data, not perception.

Hawk caller leaderboard with effort and funnel data per telecaller (real names replaced with Caller A–E)
Hawk · Telecaller-wise effort

Effort on New vs Old leads — surfaces who's working backlog vs fresh leads

The metric most CRMs cannot show: when a telecaller's effort skews heavily to old backlog, fresh leads from current campaigns are going cold. Hawk flags it the day it happens.

Hawk telecaller-wise effort table showing new vs old lead touches
Hawk · Funnel

Stage-wise New vs Old — P1 vs P2 period comparison with delta

Across two equal periods, which funnel stages are growing, which are stagnating, and by how much. Conversion delta surfaces the stage where the funnel is actually leaking.

Hawk stage-wise New vs Old funnel comparison table
Hawk · Follow-up adherence

Open / followed-up-on-time / overdue (Gone Cold) leads — by stage and caller

Across 300+ healthcare clinic deployments, the median percentage of leads sitting overdue at the "Leads Generated" stage exceeds 80%. These are real enquiries going unfollowed. Hawk surfaces them.

Hawk follow-up & callback adherence dashboard with open / on-time / overdue lead counts

Learn more about Hawk →

Specialty workflows

Why a generic CRM cannot handle a healthcare funnel.

Healthcare funnels are not 7-day SaaS pipelines. The follow-up cadence, qualification questions, and stage definitions are specialty-specific. Nexus ships with pre-configured workflows for 12 specialties. Below are the four most common, with the exact stage architecture each one needs.

Workflow · IVF / Fertility

90–180 day cycle. Partner involvement. Multiple consultation touchpoints.

IVF enquiries are not single-event. The patient researches for weeks, talks to partner, often consults 2–3 clinics, and only commits after a face-to-face. Nexus IVF funnel stages: Enquiry → Qualified (age, AMH, prior cycles) → Interested → Couple Consultation Scheduled → Confirmed → Visited → Pre-cycle Investigations → Cycle Commenced → Cycle Conversion. Each stage has a defined SLA. ART Act compliance: no success-rate claims in templates; service framing only.

Workflow · Aesthetic Dermatology

Cosmetic decisions are emotional. CLTV is multi-procedure.

A patient enquiring about laser hair removal often returns 3–6 months later for HydraFacial, then 18 months later for Botox. Nexus aesthetic funnel handles this multi-procedure CLTV. Stages: Enquiry → Qualified (procedure interest + skin type screen) → Consultation Scheduled → Consultation Done → Package Quoted → Package Bought → Treatment In-Progress → Re-engagement Trigger (3-month / 6-month). The Hawk re-engagement trigger surfaces past patients due for the next procedure in the journey.

Workflow · Dental

Single-procedure stages + 6-month recall cycle.

Dental funnels are tighter — most enquiries are for a specific tooth issue and convert in 1–14 days. But the long-term value is in the 6-month recall cycle (cleaning, root canals, restorations). Nexus dental stages: Enquiry → Qualified (procedure type) → Appointment Booked → Appointment Visited → Treatment Plan Quoted → Treatment In-Progress → Treatment Completed → 6-Month Recall Triggered. Recall trigger surfaces in Hawk's daily action queue.

Workflow · Orthopaedics (Joint Replacement)

Pre-surgery investigations + insurance + family decision.

Joint replacement enquiries involve insurance verification (CGHS / ECHS / private), pre-surgery investigations (X-rays, MRI, blood work), and family-decision conversations. Stages: Enquiry → Qualified (joint affected, severity) → Consultation Booked → Visited → Pre-surgery Investigation Ordered → Investigation Results Discussed → Insurance Verified → Surgery Scheduled → Pre-surgery Optimisation → Surgery Done → Recovery Follow-up. Hawk surfaces patients stuck at "Investigation Results Discussed" — usually the family-decision bottleneck.

DPDP & security architecture

Compliance by architecture, not by policy document.

The DPDP Act 2023 came into force without giving healthcare a separate compliance window. Most CRMs in use at Indian clinics today are not architecturally DPDP-compliant — they were built before the Act and bolted on consent capture afterwards. Nexus was built post-DPDP and treats every patient record as personal data under the Act from the moment it enters the system.

India-based servers

All Nexus data hosted in India (Mumbai + Hyderabad availability zones). Patient data never leaves India by default. International patient records require explicit cross-border consent stored at the record level.

Consent capture at every entry point

Every lead form, WhatsApp first message, and IVR call captures patient consent — purpose, retention duration, contact preference, sensitive data class. Consent is stored at the record level with timestamp + source IP hash.

Deletion workflow (not anonymisation)

Patients can request deletion. Nexus supports cryptographic deletion within 30 days — full record + all referenced communications + WhatsApp history. Audit trail of deletion is retained for 7 years for regulatory verification.

Access logging

Every read, write, export, and view of a patient record is logged with user ID, IP, timestamp, and reason. Required for DPDP breach notification within 72 hours.

AES-256 encryption

At rest (database column-level encryption for sensitive fields) and in transit (TLS 1.3 minimum). Patient phone, email, address, clinical notes encrypted at rest.

Signed Data Processing Agreement

ICG operates as a DPDP Data Processor for every clinic client. A signed DPA covers data flow, retention, breach response, and sub-processor disclosure. Required for the clinic's own compliance.

Role-based access

Reception sees lead name + phone; doctor sees clinical notes; billing sees payment data; admin sees access logs. No user has full database access by default.

Beacon-mediated CAPI consent

When CAPI fires patient data to Meta or Google, Beacon strips identifying fields and sends only hashed match keys. Patient PII never leaves the Nexus → Beacon → Meta/Google path in raw form.

Part of HealthApex OS

Nexus CRM is one of 8 components in ICG's integrated platform.

Data from Nexus flows into Beacon (attribution), Hawk (intelligence), Phoenix (revenue intelligence), and Agency OS (marketing dashboard) — automatically. You don't need all eight tools on day one. Most ICG engagements begin with Nexus + Hawk + Beacon, then expand as the practice grows.

Explore HealthApex OS →
Hawk · Navigation

The full Hawk intelligence module map

Overview, Funnel, Disposition Pivot, Leak Audit, Stage Movement, Lead Ops & Leakage, Telecaller Effort, Effort Breakdowns, Follow-up Adherence, Qualified Idle, Cohorts, Source & Service Intel, CPQL / Ad ROI, Compare.

Hawk module navigation showing 14 intelligence views
Attribution architecture

1-click CAPI + GCLID via Beacon — what that actually means.

"CAPI integration" is one of the most over-claimed features in Indian healthcare marketing. Most CRMs that advertise it ship a button that fires a partial conversion event with weak match keys, producing an Event Match Quality score of 2.5 to 3.5 — enough to claim the integration, not enough to actually improve campaign performance. Nexus CRM, via Beacon middleware, lifts EMQ to 6+ within 90 days. The mechanism matters.

Beacon · Layer 1

First-party data capture at lead form submit

When a patient submits a lead form, Beacon captures all available match keys — hashed email, hashed phone, fbp (Facebook browser ID), fbc (Facebook click ID), GCLID (Google click ID), client_user_agent, client_ip_address, event_source_url, and a UUID generated at the moment of submit (the event_id used for deduplication between client-side pixel and server-side CAPI fires). This is the foundation — without complete first-party data, CAPI is just a worse pixel.

Beacon · Layer 2

Server-side conversion fire — bypassing iOS + browser privacy degradation

The conversion event is fired server-side to Meta's CAPI endpoint with the full match-key set, the event_id matching the client-side pixel fire, and the deduplication signal. iOS 14.5+ + browser privacy changes have degraded client-side pixel matching to ~60% of pre-2021 levels; server-side CAPI matches at 90%+ for properly-instrumented events. This is where the EMQ lift comes from.

Beacon · Layer 3

Stage-progression events — not just the initial conversion

The single "Lead" conversion event is insufficient. Beacon fires stage-progression events as the lead moves through Nexus CRM: Lead → Qualified → Consultation Scheduled → Consultation Done → Treatment Plan Quoted → Treatment Booked. Each stage becomes a distinct conversion event with appropriate weight, letting Meta's Smart Bidding optimise for the stage that actually predicts revenue (typically Treatment Booked, not Lead).

Beacon · Layer 4

GCLID → Google Offline Conversion Upload

For Google Ads campaigns, the equivalent of CAPI is Offline Conversion Upload (OCU). Beacon captures GCLID at lead form submit, stores it on the Nexus lead record, and fires OCU events as the lead progresses through stages. The result: Google's Smart Bidding can optimise to "Treatment Booked" instead of "Form Submit," typically reducing CPQL 25-40% over the same budget within 60 days.

Beacon · Layer 5

Cross-channel deduplication

A patient who clicks a Meta ad, then a Google ad, then enquires via WhatsApp is one patient. Beacon deduplicates conversion events across Meta, Google, WhatsApp, and IVR — preventing the over-counting that distorts Smart Bidding's view of campaign performance. Across ICG deployments, deduplication catches ~18% of conversion events being double-counted by client-side pixels.

DPDP layer

Patient PII never leaves the Nexus → Beacon → Meta path in raw form

All match keys sent to Meta or Google are SHA-256 hashed at Beacon before transmission. Patient phone, email, name are hashed; only the hashes leave the Beacon server. This satisfies DPDP cross-border restrictions while preserving Meta and Google's ability to match against their hashed user base.

Comparison

Nexus CRM vs generic CRMs

FeatureGeneric CRMNexus CRM
Healthcare funnel stagesGeneric pipelineSpecialty-specific (IVF / Derm / Dental / Ortho)
Telecaller performance BINot availableCaller leaderboard + effort score + conversion rate
Follow-up overdue alertsManual reminderReal-time overdue flags by stage and caller
CAPI + GCLID integrationManual developer setup1-click via Beacon
DPDP complianceVaries by vendorBuilt-in consent + deletion workflow
Limbo lead detectionNot availableHawk native layer
PMS integrationNot availableVia HealthApex OS
Deployment supportDocumentationICG team + Client Alleviation Programme
Related reads

Build the full HealthApex OS stack around Nexus.

🦅

Hawk · CRM Intelligence

The intelligence layer above Nexus — limbo lead detection, caller leaderboard, follow-up adherence scoring.
📡

Beacon · Attribution Engine

1-click CAPI + GCLID into Nexus. Fixes Event Match Quality 2.5 → 6+ in 90 days.
🔥

Phoenix · Revenue Intelligence

Sits above your PMS and connects to Nexus — predictive action queues for retention.
🏥

HealthPro 360 · PMS

Full practice management for aesthetic, specialty, and multi-location clinic groups.
💾

Practice Management Software India

Category-by-category comparison of HealthPro 360 vs solo-doctor SaaS, cloud PMS, and hospital HMS tiers. PMS audit checklist.
🤝

Client Alleviation Programme

How ICG trains your front-desk team to actually use Nexus + Hawk effectively.
Authored by Rohit Gupta & Abhash Kumar (Leadership Team, ICG). Product engineering by Himanshu Ranjan (Engineering Lead). Client-engagement methodology by Sabhyaa (Consulting Head). Published 2026-06-24 · Last updated 2026-06-24.

Start with a free Lead-Leak Audit

Before recommending Nexus, ICG runs a free Lead-Leak Audit of your current CRM or lead management system. In 48 hours: where your leads are leaking, what your current lead-to- consultation conversion rate is, and what the gap to ICG's benchmark looks like.

Book a free Lead-Leak Audit →
Build vs buy

Nexus CRM vs building on generic CRMs.
The full feature comparison, category descriptors only.

Every serious clinic owner asks the same question at some point: could we just take a well-known general-purpose CRM and configure it for healthcare? The short answer is yes, technically. The long answer is what this section is about. Below is the honest comparison across the eight capability dimensions that actually decide how well a CRM serves an Indian healthcare clinic. Category descriptors only — no vendor names, no logos, no marketing claims. Score each row against whichever generic CRM you are actually considering.

Capability dimension Generic CRM category (sales-first / horizontal) Nexus CRM (healthcare-first)
Funnel stages Sales pipeline metaphor — MQL, SQL, Opportunity, Closed-Won. Healthcare journeys have to be force-fit into these stages, losing specialty context and creating awkward reporting. 12 specialty templates ship out of the box — IVF (90-180 day cycle), aesthetic (multi-procedure CLTV), dental (single procedure + recall), orthopaedics (pre-surgery + insurance), and eight more. Stages, qualification questions, and SLAs are already right.
Compliance Global platform designed for GDPR + CCPA. DPDP Act 2023 requires custom architecture work — data localisation to Indian servers, patient consent capture rewire, deletion workflow that handles healthcare retention rules. India-hosted by default. DPDP-compliant by architecture with signed Data Processing Agreement. Consent capture at every entry point. Cryptographic deletion workflow within 30 days. Audit trail of every read/write/export/view.
Attribution Meta CAPI and Google GCLID integration require a solution architect. Server-side conversion API, event deduplication, and stage-progression event mapping are custom development. EMQ scores plateau at 3-4 without ongoing care. 1-click CAPI + GCLID via Beacon. Full match-key set (hashed email, hashed phone, fbp, fbc, GCLID, event_id, source URL) fires server-side. Stage-progression events emitted automatically. EMQ typically 6+ within 90 days.
Telecaller BI Generic sales-rep dashboards — opportunities open, revenue quota, activity counters. Not designed for healthcare telecaller work (touch cadence, follow-up adherence, calling-effort skew, sunk-lead flag). Hawk caller leaderboard with effort × conversion, new-vs-old lead touches, adherence percentage per caller per stage, sunk-lead flags, and the daily action queue that tells each caller exactly which 30 leads to touch today.
Patient communication Email-first. WhatsApp handled through a paid add-on or a third-party integration. Two-way conversations often land in a shared reception phone instead of the CRM. No audit trail for DPDP. WhatsApp Business API native and two-way — templates approved inside the product, patient replies land on the lead record, opt-in stored as DPDP-grade consent, broadcast conversions tracked back through Beacon.
Deployment path 6-12 months typical for a healthcare configuration. Requires an integrator partner. ₹15-50 lakh in professional services on top of the software license. Ongoing maintenance retainer usually required. 4-8 weeks founder-led. No integrator layer between the clinic and the ICG team. Implementation is included in the retainer, not a separate professional-services SKU.
Total cost year 1 (5-location chain) ₹30-90 lakh all-in — software license + professional services + integrator + ongoing customisation + admin headcount. ₹1.8-3.6 lakh all-in for Complete HealthApex OS (Nexus + 7 other tools, unlimited users). Founder-led onboarding included.
Revenue intelligence Not offered. Generic CRMs record sales activity — no product in the horizontal CRM category surfaces the daily patient signals that predict retention revenue. Phoenix bundled in the Complete HealthApex OS plan. Nine daily patient signals — overdue second visits, expiring packages, lapsed renewals, birthdays, high-touch — surfaced as a morning action queue. Median deployment recovers ₹3-30 lakh/month per centre.

The generic CRM path is not wrong. It works — for clinics with the budget for a solution architect, the appetite for a 6-12 month deployment, and the willingness to run a second integrator relationship in parallel with the software vendor. For everyone else, a healthcare-first CRM removes an entire layer of moving parts. Nexus is what you buy when you would rather ship in eight weeks than build for eight months.

Pricing · plans · what is included

Three published plans. Unlimited users on every plan.

Nexus CRM does not charge per user. It does not have hidden professional-services fees. The plan you sign up for is what you pay. Onboarding, telecaller training, WhatsApp template approval, Meta CAPI wiring, and the Client Elevation Programme quarterly reviews are all in the retainer — not on top of it. Billed annually. No usage tiers. No overages. Migration from your current CRM is included in every plan.

Plan 1 · Standalone

Nexus CRM

₹3,999 / month
Billed annually · unlimited users
  • All 12 specialty templates
  • Full lead + patient CRM
  • WhatsApp Business API native
  • 1-click Meta CAPI + Google GCLID via Beacon
  • DPDP-compliant + signed DPA
  • ABDM HFR / HPR / ABHA capture
  • Founder-led onboarding (4-8 weeks)
Start with Nexus →
MOST POPULAR
Plan 2 · With Intelligence

Nexus CRM + Hawk

₹4,999 / month
Billed annually · unlimited users
  • Everything in Plan 1, plus:
  • Hawk caller leaderboard (effort × conversion)
  • Limbo lead + sunk-lead detection
  • Follow-up adherence scoring by stage + caller
  • Daily action queue per telecaller
  • Stage-drift alerts (day of, not week later)
  • Cross-source CPQL + LTV benchmarking
Add Hawk →
Plan 3 · Complete stack

Complete HealthApex OS

₹14,999 / month
Billed annually · unlimited users · 8 tools
  • Everything in Plans 1 and 2, plus:
  • HealthPro 360 (full PMS + EMR)
  • Phoenix (revenue intelligence, 9 signals)
  • Beacon (attribution engine)
  • Patient Portal + review generator
  • Agency OS (marketing dashboard)
  • AIO Intel (LLM-search visibility)
  • Priority Client Elevation Programme
Book full-stack demo →

Enterprise multi-brand groups (10+ locations, 3+ specialties, multi-city) sit outside the published plans. Pricing there is quoted after an audit — usually a per-centre licence in the ₹2,500-6,500/centre/month range on the full HealthApex stack, with founder-led change management built in. WhatsApp us to open that conversation.

Vertical proof

Three healthcare verticals. Three named clients. What Nexus is doing inside their walls right now.

Testimonials are cheap. Live deployments are not. The three clinics below run Nexus CRM in production today and have publicly consented to being named. Each represents one of the specialty verticals where Nexus is most heavily deployed — IVF, aesthetic dermatology, and multi-specialty hospital. Each is doing something structurally different with the product. Ask us for reference calls in your specific vertical during a demo.

Vertical · IVF / fertility

Dr. Nishi Singh · Prime IVF · Gurgaon

Runs the full IVF 90-180 day cycle template inside Nexus. Enquiry to Cycle Commenced funnel visibility down to the individual telecaller. Hawk surfaces couples stuck at "Consultation Done → Pre-cycle Investigations" — the single stage where fertility funnels leak most. ART Act guardrails baked into the WhatsApp template library so no outbound message can accidentally claim success rates.

Read the testimonial →
Vertical · Aesthetic dermatology

Dr. Samyak Dhawan · Kayakalp Global · Delhi

Runs the aesthetic multi-procedure CLTV template. Every lead carries an expected package value and a re-engagement trigger for month 3 and month 6. Product retail (creams, serums) tracked in the same lead record. Phoenix (on the Complete HealthApex OS plan) surfaces package-near-complete and product-repurchase-due signals — turned a passive database of 4,000 patients into a warm morning call list every day.

Read the testimonial →
Vertical · Multi-specialty hospital OPD

Dr. Ramanjit Singh · Medanta Hospital · Gurgaon

Runs the hospital OPD template with multi-department triage — an enquiry lands, gets qualified against the correct specialty, and routes to the specialty desk with the full referral context intact. Cross-department referrals (cardiology → radiology → back) tracked as a single patient journey. Hawk flags department-level SLA breaches at the day level so no referral goes cold.

Read the testimonial →

The pattern across all three: Nexus is not the whole answer. It is the layer that surfaces which patients to call, which stages are leaking, and where the marketing spend is actually converting. What the clinic does with that information — the telecalling discipline, the medical excellence, the physical experience — is the clinic's own. Software cannot substitute for the practice. What it can do is make the invisible visible.

Native integrations

WhatsApp Business API · GA4 · Meta Ads. Wired end-to-end, not stitched together.

"Integration" is a word that hides a lot of variance. A checkbox on a feature list is not the same as a production-grade data flow. Below is exactly what each of the three integrations does inside Nexus CRM, how it is wired, and what a clinic can expect from it on day 60. Everything below is standard on all three published plans — no add-on modules, no per-integration fees.

W

WhatsApp Business API

What it does: two-way WhatsApp inside the lead detail screen, template approval handled inside the product, opt-in and opt-out stored as DPDP-grade consent, broadcast conversions tracked back to Beacon.

How it is wired: ICG operates as a Meta Business Solutions Partner. WhatsApp Business API is provisioned on the clinic's own display name and phone number. Templates go through Meta approval once, then fire from inside Nexus on demand or as automated cadences. Patient replies land back on the same lead record with a full conversation thread.

  • Appointment reminders 24 hours and 2 hours before slot
  • Prescription pickup + lab result delivery templates
  • Review request template fires 24 hours post-visit
  • Package renewal + treatment recall templates
  • Opt-out honoured across every future outbound touch
GA

Google Analytics 4 + Google Ads

What it does: every stage transition in Nexus fires a GA4 event, GCLID is stored on the lead record at form submit, Offline Conversion Upload feeds Google Ads Smart Bidding the stage that predicts revenue (not just the stage that predicts a form fill).

How it is wired: Beacon acts as the middleware. GA4 property is configured with custom dimensions for lead stage, specialty, source, and centre. Google Ads is linked with Offline Conversion Upload permissions. Stage-progression events fire as the lead moves Lead → Qualified → Consultation Booked → Consultation Done → Treatment Booked.

  • GCLID captured at every lead form submit
  • Offline Conversion Upload fires on Treatment Booked
  • Smart Bidding optimises for revenue-predicting stage
  • Typical CPQL reduction on Google Ads: 25-40% within 60 days
  • GA4 dashboards ship with 8 pre-built funnel + retention reports
Ms

Meta Ads (Facebook + Instagram)

What it does: server-side Conversions API (CAPI) fires from Beacon for every lead + every stage transition, full match-key set attached, event deduplication with the client-side pixel, Event Match Quality lifted from 2.5-3.5 to 6+ within 90 days.

How it is wired: Meta Business Manager linked, Datasets configured, CAPI credentials issued, Beacon runs the server-side fire alongside the browser pixel with a shared event_id for deduplication. Match keys include hashed email, hashed phone, fbp (browser ID), fbc (click ID), user agent, IP, source URL, and the event_id.

  • EMQ lift from 2.5-3.5 to 6+ within 90 days
  • Stage-progression events (not just Lead)
  • Smart Bidding optimises on Treatment Booked
  • iOS 14.5+ and browser-privacy signal loss neutralised
  • Cross-channel deduplication with Google + WhatsApp catches ~18% of double-counted conversions

Beyond the three above, Beacon also handles ABDM HIP push, HL7 v2 send / receive against lab and radiology partners, IVR call-log ingest, Zapier and Make webhooks for anything odd, and the standard payment gateways (Razorpay, PayU, Cashfree). If your clinic runs on a system Beacon does not already speak, we build the connector as part of onboarding — no separate integrations fee.

Named clients on this engagement

3 clinical leaders who trust ICG.

Every named client below has a public testimonial on /testimonials — named with consent, quoted verbatim. No composite testimonials, no invented names.

GK
Dr. Gaurang Krishna
Medlinks · Delhi
See all client testimonials →
RS
Dr. Ramanjit Singh
Medanta Hospital · Gurgaon
See all client testimonials →
NS
Dr. Nishi Singh
Prime IVF · Gurgaon
See all client testimonials →

Named-client consent verified September 2026. Every client listed has approved their testimonial publication under ICG's editorial standards. If you're an ICG client and want your named testimonial removed from these listings, WhatsApp +91 81302 26224 and we'll de-list within 24 hours.

The ICG technology stack

Nine tools. One compounding system. HealthApex OS
Built in-house. Deployed in every engagement.

ICG's results are reproducible because they are built on proprietary infrastructure — not agency intuition or generic tools. These nine HealthApex OS platforms are what power every ICG engagement.

Healthcare CRM

Nexus CRM

Healthcare CRM & Lead Management

ICG's healthcare-specific CRM and lead management system. Specialty-configured funnel stages for IVF, dental, aesthetic, ortho, hospital OPD. 1-click CAPI + GCLID via Beacon. Hawk intelligence built in. DPDP-compliant by architecture. Deployed across 300+ healthcare centres.

  • Specialty-specific funnel stages, not generic SaaS pipeline
  • 1-click CAPI + GCLID via Beacon attribution
  • Telecaller leaderboard + adherence scoring native
  • DPDP Act 2023 compliant by architecture
Explore Nexus CRM →
Business Layer

Hawk

CRM Intelligence & Lead-Ops MIS

Sits as the business intelligence layer above your CRM — Nexus, Salesforce, LeadSquared, HubSpot, Zoho, or any custom CRM. Shows where leads are leaking, which effort is wasted, and which good leads were quietly downgraded by automation — not by a human decision.

  • Sits above your existing LMS — no replacement
  • 83% of effort goes to dead leads — surfaced Day 1
  • ~75% qualified-lead downgrades by automation
  • Free Lead-Leak Audit in 48 hours
Explore Hawk + free audit →
Attribution Core

Beacon

Attribution Engine & CAPI Middleware

Sits at the centre of every ICG attribution architecture. CAPI middleware connecting Meta Ads, Google Ads, WhatsApp and IVR to your CRM. Lifts Event Match Quality from 2.5 to 6+, reducing CPM 30–40% from the same budget.

  • Server-side CAPI — bypasses iOS privacy changes
  • EMQ 2.5 → 6+ across portfolio
  • 30–40% CPM reduction from EMQ lift alone
  • Multi-touch: ad → consultation → revenue
Explore Beacon →
Practice Management

HealthPro 360

PMS with built-in revenue intelligence layer

The only PMS that tracks cross-sell and up-sell opportunities within your existing patient base. 12 modules covering OPD, IPD, Pharmacy, Labs, Billing, Inventory, Patient Portal, Smart Scheduling, RBAC, AES-256 encrypted storage.

  • Only PMS with built-in Revenue Intelligence
  • Cross-sell signal tracking within existing patients
  • 12 modules: OPD, IPD, Pharmacy, Labs, Billing+
  • Audit trails + RBAC + AES-256 encryption
Explore HealthPro 360 →
Revenue Layer

Phoenix

Revenue intelligence built over your existing PMS

If you already have a PMS — Akhil Systems, Practo, or any other — Phoenix builds the business intelligence layer on top of it without replacement. Currently live across 46 centres for a national chain.

  • Works over your existing PMS — no migration
  • Daily action queue: Prevent Loss / Maintain / Grow
  • Catches unbilled services, collection gaps, lapsing patients
  • CPQL variance ₹620–₹3,800 → ₹680–₹1,420
Explore Phoenix →
YouTube Intelligence

YODA

YouTube analytics that measures patients, not views

The only YouTube intelligence platform built for healthcare business outcomes. Connects video performance to actual consultation bookings — not views, not subscribers. Patient testimonial videos generate 6.9× more consultations per view than condition explainers.

  • Consultation attribution per video — not views
  • Demand-gap: what patients search that your channel misses
  • 50+ doctor channels tracked across India
  • AIO readiness scoring: which videos AI tools cite
Explore YODA →
Governance & Transparency

Agency OS

Full transparency. Instant diagnosis. Zero surprises.

ICG's centralised governance platform — every client sees everything in real time, and ICG's team sees every problem the moment it surfaces. 30+ real-time alert systems fire the moment a metric drifts outside its performance envelope.

  • GSC, GA4, Google Ads, Meta Ads, IVR — one live view
  • 30+ real-time alert systems per account
  • CPQL drift alert at >15% week-on-week change
  • Client login: full transparency on your account
Explore Agency OS →
AEO & LLM Intelligence

AIO Intel

AI Overview + LLM citation tracking, healthcare-tuned

Knows the moment ChatGPT, Perplexity, Google AI Overviews and Gemini cite your brand in patient answers — and which content drove the citation. Bot-aware dashboard with GA4-registered custom dims (AIO source, AIO referrer) and IndexNow + GSC API integration.

  • Live tracking across ChatGPT / Perplexity / Google AIO / Gemini
  • Bot-aware: knows human vs scraper traffic
  • Custom GA4 dims register AIO source + referrer
  • IndexNow + GSC API: content surfaced to LLMs within hours
View AIO Intel dashboard →
Competitor Intelligence

Prism Spy

Every Meta + Google ad your competitors run, watched daily

Tracks 75+ Indian healthcare brands, 2,150+ active ads, ₹50Cr+ aggregate ad spend visibility per month. Surfaces what's working, what's been killed, what offers are emerging. Powers every ICG Meta Ads brief, Performance Marketing diagnostic, and IVF / derm / dental specialty campaign with real competitive intelligence.

  • 75+ brands tracked across 30+ healthcare specialties
  • 2,150+ active ads · daily refresh
  • Activity Feed: every spend / hook / pause logged
  • Offers Intelligence: 250+ offers in market tracked
Explore Prism Spy →
GBP Intelligence Platform

Angryturtle

Every Google Business Profile scored, tracked, protected, and grown from one command centre

ICG's proprietary Google Business Profile intelligence platform. Scores every listing across 7 dimensions, tracks rank on a live geo-grid across your actual service area, audits NAP + citations, monitors 531 suspension-risk factors continuously, and drafts Google Posts on cadence. Currently managing 143 healthcare listings with 0 suspensions and 4.76★ portfolio average across 28,137 reviews.

  • 143 listings under management · 0 suspensions · 4.76★
  • 7-dimension Health Score + 5-factor Rank OS per listing
  • Geo-grid rank tracking + NAP + Citation audit + Profile Shield
  • NMC + NABH + ART Act + DPDP compliance built into every content + review workflow
Explore Angryturtle →

Every ICG engagement runs on some combination of these ten HealthApex OS tools. The diagnostic determines which combination is right for your practice.

Explore HealthApex OS → See the full stack live on your account — free 30-min audit →
The team behind your account

Every diagnostic is led by a founder.
You'll know their names before the engagement begins.

ICG was built by three IIT BHU engineers who entered healthcare marketing with a specific intent: to build the tools that didn't exist and run the campaigns that most agencies couldn't. When you book a diagnostic, Rohit or Abhash leads it personally. Not an account manager. Not a senior executive. The people who built what you're evaluating.

The ICG team — 60+ healthcare marketing specialists at Gurgaon HQ

60+ specialists.
One growth engine.

Performance marketers, analysts, AI engineers, content strategists, and operations specialists — all healthcare-only. Headquartered in Gurgaon since 2018.

Rohit Gupta — Leader, ICG

Rohit Gupta

Business & Growth Lead & Director

IIT BHU · IIM Rohtak

Rohit's first question in every diagnostic: "When you ask your agency why patients aren't booking — what do they say?" He says the answer tells him more than any dashboard.

Full profile →
Abhash Kumar — Leader, ICG

Abhash Kumar

Strategy & Analytics Lead & Director

IIT BHU · IIM Bangalore

Abhash built Beacon because most agencies couldn't answer one question: "Which of my campaigns generated that consultation?" He decided the problem was solvable in code. It was.

Full profile →
Deep Das — Leader, ICG

Deep Das

Technology & AI Lead & Director

IIT BHU

Deep built the 4-Bot patient lifecycle system after watching a client lose 60+ qualified leads in one week to a 6-hour WhatsApp response window. He decided the problem was solvable in code. It was.

Full profile →
Book a diagnostic with the Co-Founding Team → Meet the full leadership team →
Deeper reading

Related ICG insights.

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What is healthcare AIO (AI Overview optimisation) in India · 2026 guide | ICG
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What is conversational-search advertising for Indian healthcare | ICG
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What is NABH digital compliance · what hospitals must verify online | ICG
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All 125+ ICG insights →
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