Customer Story

Dr. Agarwal’s Eye Hospital: Realizing ambitious growth vision with Google Cloud

Dr Agarwals hero image

Dr. Agarwal’s Eye Hospital reduced desktop support resource requirements and costs, forged closer relationships between IT and operations, and established a platform for growth with Chromebase devices and G Suite.

Google Cloud Results

Reduces total cost of ownership for desktops by 70%

• Enables the business to reduce costs while supporting growth

• Allows the desktop support team to be more efficient with just three people versus eight

• Reduces effort in reporting and sharing key numbers

• Empowers users and enables them to collect the right data at the right time

Founded by the late Dr. J. Agarwal, Dr. Agarwal’s Eye Hospital, headquartered in Chennai, India, operates 62 hospitals in cities across India and 14 hospitals in 8 countries in Africa, including Zambia, Nigeria, and Ghana.


According to Dilip Ramadasan, GM-IT, Dr. Agarwal’s Eye Hospital, the business is the second-largest network of eyecare hospitals globally and aims to provide the best eye care in the world. “We have focused on service over the last couple of years and decided to completely revamp back-end operations such as information technology and finance,” says Dilip. “Realizing our vision involved moving to a completely new infrastructure that could deliver the scalability, agility, and performance our evolving application stack required.”

Replacing aging desktop hardware and applications

The business placed particular emphasis on upgrading its aging desktop fleet and traditional productivity applications. “When I arrived in 2015, we only had 35 hospitals and all of them were using desktops that were five years or older,” Dilip says. “These desktops were due for replacement within the following six months to a year, so I had an ideal opportunity to upgrade our capabilities and address issues such as excessive support costs and resource requirements.”


For example, if a desktop at a hospital in a remote location experienced a problem, Dilip had to dispatch one of his technology team members to fix the issue. This could take up to five days, while the employee whose desktop was underperforming or failing often needed to wait until the fix was applied before resuming work.

Three criteria for improvement

“The number of tickets we used to get on the desktop computing side has fallen by a full 80%.” - Dilip Ramadasan, GM-IT, Dr. Agarwal’s Eye Hospital

When evaluating options to enhance the Dr. Agarwal’s Eye Hospital information technology environment, Dilip applied three criteria: increasing revenue, increasing efficiency, and reducing costs.


Dilip elected to replace the traditional desktops and applications with Chromebase devices running Google Chrome and G Suite applications. “This option aligned perfectly with our efficiency and cost criteria,” he says.


The business started a four-month pilot of Chromebase devices with G Suite in October 2015 at four newly opened hospitals. “We wanted to see how users would react to the Chromebases running G Suite compared to the traditional desktops and applications,” he adds. “A large component of the project entailed educating users about the benefits of G Suite applications such as Google Docs and Sheets.”

Chromebases running G Suite deployed to 600 users

“Team members are able to spend more time on core activities rather than on picking up numbers and sharing them with regional managers.” - Dilip Ramadasan, GM-IT, Dr. Agarwal’s Eye Hospital

Dr. Agarwal’s Eye Hospital has completed the deployment of Chromebases running G Suite to 600 users. This group comprised team members who needed to access a billing application or a human resources management system and doctors who needed to access patients’ electronic medical records.


The business has already realized a range of rewards from the project. Desktop computing costs including software license fees have fallen from about 50,000 INR (US$768) per employee to about 27,000 INR (US$415) per employee. “My desktop total cost of ownership fell by up to 70% when I deployed these devices,” Dilip says.


With G Suite running on Chromebase devices, Dilip has been able to resolve many desktop support issues remotely, minimizing the need to send support team members to distant locations. “The number of support tickets we used to process on the desktop computing side has fallen by a full 80%,” he says. “As a result, I’ve been able to cut the number of desktop support team members from eight to three and redeploy them to server and application management and support.”

“Google has introduced the flexibility we need to reposition our engineers as needed, improved the relationship between the information technology team and operations teams, and given information technology greater confidence in resolving issues.” - Dilip Ramadasan, GM-IT, Dr. Agarwal’s Eye Hospital

Dilip cites Sheets and Google Drive as the G Suite applications most beneficial to the business. Sheets enables hospital team members to share important cost and revenue numbers without having to attach multiple versions of spreadsheets to emails, while Google Drive facilitates collaboration by enabling the team members to store and view shared documents.


“Team members are able to spend more time on core activities rather than on picking up numbers and sharing them with regional managers,” Dilip says.


The business also uses Google Vault to protect management data held in emails and help ensure compliance with legislative requirements.

Google Cloud Platform products under evaluation

Dr. Agarwal’s Eye Hospital is evaluating extending its deployment of Google Cloud Platform products to Google BigQuery and Google Data Studio. “We are looking to add a business intelligence layer over applications running in other cloud environments, and Google potentially provides an option to do that,” Dilip says. “This layer would enable us to analyze electronic medical record data to increase our understanding of patterns such as how a particular disease affects an individual across various stages of life and what types of interventions would deliver the best results.”


“Google has introduced the flexibility we need to reposition our engineers as needed, improved the relationship between the information technology team and operations teams, and given the information technology team greater confidence in resolving issues,” adds Dilip. “We will be continuing to scout for opportunities across Google platforms to increase our revenue and efficiencies while decreasing our costs.”