Inside CGM RO Products: Patient Request Management – When Technology Gives Time Back to Healthcare

Healthcare professionals everywhere share a similar challenge: too many phone calls, too many administrative tasks, and too little time for what matters most: patient care. 

At CGM Software Romania, many of our teams work quietly behind the scenes to solve exactly these kinds of problems. In this new episode of our Inside CGM RO Products series, we take a closer look at a project that does just that: CGM ONE Patient Request Management, or as we shortly call it, PRM. 

It’s a product built around a simple but powerful idea: reduce administrative burden in medical practices so healthcare professionals can focus on their patients. 

And sometimes, that starts with something as ordinary as a phone call. 

The Patient Request Management (PRM) project revolves around creating intelligent tools that help medical practices handle patient communication more efficiently. 

At the heart of the project are these main products: 

• CGM ONE Telephone Assistant – an intelligent phone tool that streamlines call handling in medical practices. It automatically answers patient calls, asks relevant follow-up questions, such as appointment scheduling or prescription refills, and forwards important requests to the practice team, operating 24/7 without manual intervention. 
• Online Reception – an AI-powered chatbot that provides similar functionality to the telephone assistant, enabling patients to interact through a chat interface. 
• Patient Request Management application – the central hub for healthcare professionals to view and manage all incoming requests gathered via the Phone Assistant and Online Reception, allowing for effective review and analysis of patient requests. 

Together, these components form a complete ecosystem that helps practices manage communication across multiple channels while keeping everything centralized and easy to review. 

Today, the products are already available in Germany, Austria, and France, with plans to expand to additional countries in the near future. 

And the impact is already significant: 

• 500+ medical practices using the solution 
• Over 1 million calls processed 

A clear sign that technology can truly make a difference when designed around real needs. 

Every product begins with a question. In this case, it was simple: 

How can we help medical staff spend less time answering phones and more time helping patients? 

In early 2024, the idea for the project was conceived. Through market research, the team identified a clear need for task automation in medical practices. Front desks were overwhelmed by calls, and staff were spending valuable time repeating the same administrative tasks. 

This insight led to the development of the project’s first concept: the Telephone Assistant. 

Development moved fast. 

July 2024 – Development started at full speed. 

1 October 2024 – The Telephone Assistant MVP was ready for the market after just a few months of development. 

16 October 2024 – Public launch in Germany. 

The MVP included both the Telephone Assistant tool and the Patient Request Management application, allowing practices not only to automate calls but also to manage the resulting requests in a structured way. 

And the first feedback from the field quickly confirmed the value. 

Sometimes the best validation for a product is simply hearing that someone can finish their workday on time again. 

Like any good product, the Telephone Assistant evolved quickly based on feedback from early users. 

Some key milestones along the way included: 

November 2024 – First product release (1.1.0) 
This version introduced the Call History list, allowing practices to see all requests from the same phone number within a specific timeframe. 

January 2025 – Major release 
The system gained multi-language support for more than 30 languages, along with major stability improvements. 

February 2025 – New features 

• SMS functionality allowing practices to send important information directly to patients 
• Additional supported languages 
• Multiple smaller usability improvements 

April 2025 – Meet Carl 

At some point, the AI assistant even received a charming mascot. 

One of the customers surprised the team with a handmade plush version of Carl, the AI phone assistant. 

Yes, he’s made of yarn. But technically, he’s top-notch and never takes a vacation. 

Favorite quote: “Press 1 if you think I’m cute.” 

Carl’s profile: 

Name: Carl 

Job: Phone assistant (with plush license) 

Specialty: Never sick, never on vacation, always reachable 

Hobbies 

• Answering calls before people get nervous 
• Helping humans survive phone waiting loops 
• Juggling voice prompts (virtually, of course) 

Special traits 

• Understands everything (except bad moods) 
• Built-in smile – 24/7 
• Knows all appointment times but never makes you wait in a waiting room 

Slogan 

“I may be made of plush, but I’ve got serious processing power!” 

Sometimes even highly advanced AI products deserve a little personality.

Throughout 2025, the product continued to evolve and reach new milestones. 

June 2025 

• 22 practices onboarded in a single week 
• Over 100 customers using the Phone Assistant in production 

July 2025 – Major enhancements 

• First appointment booking completed through the Phone Assistant 
• Improved AI time logic for calculating opening hours, delays, and closures 
• Self-service management for opening hours and holidays 
• Clearer consent notifications for call recording 

September 2025 – New pilot features 

• Intelligent Call Forwarding based on call content 
• New AI voices with more natural intonation 
• Direct problem reporting for calls within the application 

December 2025 

A redesigned Request Detail Page and a new Outlook-style navigation view made it faster for practices to process requests with fewer clicks. 

February 2026 

Two important additions improved usability even further: 

• User Management for controlling access within practices 
• Activity Log providing visibility into all actions performed in the application 

Expanding the Ecosystem: Online Reception 

While the Telephone Assistant was evolving, the team started working on another idea: 

What if patients could communicate with the practice without calling at all? 

In January 2025, development began on Online Reception, a chat-based AI assistant designed to complement the Telephone Assistant. 

April 2025 – The MVP was ready. 
May 2025 – The first pilot customer was onboarded. 
July 2025 – Official launch of CGM ONE Online Reception. 

The new product introduced: 

• Referral requests and free-text inquiries 
• Configurable request types for each practice 
• Multilingual support similar to the Telephone Assistant 

Later improvements focused on patient experience, including structured forms for prescriptions, improved validation, and AutoFill support on mobile devices. 

By the end of 2025, the results were impressive: 

• Over 900,000 calls handled 
• Nearly 500 customers 

Countless medical practices reporting reduced workload and improved accessibility. 

The Technology Behind the Product 

Behind the scenes, PRM combines modern cloud architecture with AI capabilities. 

The technology stack includes: 

Programming languages 

• Java – backend language (Online Reception) 
• Python – backend language (Telephone Assistant) 
• TypeScript – used in QA automation 
• Node.js runtime for JavaScript/TypeScript 

Frameworks and libraries 

• React – frontend framework/library 
• Angular – frontend framework 
• WebdriverIO – test automation 
• Axios – HTTP client for API calls 

Tools and platforms 

• Real-time multimodal AI integration 
• Grafana k6 for performance testing 
• GitLab pipelines for CI/CD 
• Terraform for Infrastructure as Code 

This modern architecture allows the platform to remain scalable while integrating advanced AI features in a practical and reliable way. 

Meet the Romanian Team Behind PRM 

The PRM team brings together professionals from multiple countries, with a strong core in Romania. 

Ioana Andriese is the Product Owner and Team Lead of the team. 
She’s been with CGM for five years. People could say she is a dedicated professional when it comes to her work values and always tries to bring a sense of comfort to the team. When she is not working, she likes to have quality time with family and friends, get lost in the magical world and mysteries of books, listen to old music, dance to new rhythms, or learn new hobbies. 

Read here the story of Ioana Andriese, who might be your future TL if you join us.

Alexandru Luca is one of the Backend Developers of the team. 
He’s been with CGM for nine years and is a software engineer through and through. Colleagues would say he combines strong technical skills with a calm, thoughtful presence in the team. In his free time, he enjoys spending quality time with loved ones, cooking, reading, and being a collector of scents and memories. 

Mihai Sitaru is one of the Frontend Developers of the team. 
He’s been with CGM for three years. He’s a thoughtful, curious mind who likes to question things, explore different solutions, and look at a problem from every angle. He’s passionate about sports and enjoys relaxing by watching movies in his free time. 

Alexandru Sima is one of the QA Automation Testers of the team. 
He’s been with CGM for eight years. He is someone who shines in focused work, prefers meaningful one-to-one or small-group interactions, and listens carefully before responding. In his free time, he enjoys reading, playing video games, traveling, and discovering new cultures and customs. 

Ramona Gologan is one of the QA Manual Testers in the team.
She’s been with CGM for 3 years. She brings a curious mind to her work and likes to challenge herself, always looking for ways to improve and learn. In her free time, she enjoys traveling, hiking, reading, and spending quality time with her family and friends.

Gabriel Ursu is one of the Backend Developers (Software Engineers) of the team. 
He’s been with CGM for eight years. He is very detail-oriented and a bit of a perfectionist, prefers to thoroughly investigate a matter, look at all the angles, and understand the full picture before drawing any conclusions or making decisions. In his free time, he enjoys playing video games and pretty much any fun activity that helps the brain relax, like rummy. 

Stefan Curcan is the team’s DevOps engineer. 
He’s been with CGM for almost six years. He is an engaged and supportive team player who brings valuable input to every discussion, looks beyond his own team to help others, and is known for being approachable and available whenever support is needed. In his free time, he enjoys cycling and working with wood, creating things with his hands. 

Catalina Gavril is one of the front-end developers. 
She’s been with CGM for six years. She is someone who consistently brings great ideas to the table, speaks up confidently to share feedback in any meeting, and leads by example through the quality of her work and the way she approaches responsibilities. In her free time, she enjoys reading, playing video games, playing sports, and exploring the world of fashion. 

Andrei Todoran is one of the backend developers. 
He’s been with CGM for a few months. He has a naturally inquisitive mind, asking thoughtful questions to understand not just the “what” but the “why” behind things before rushing to conclusions. In his free time, he enjoys splitting his travels between Moldova and Italy, hiking in the mountains, learning new things, and playing video games and board games. 

The team also includes colleagues from across the globe. Together, they form a truly international team working on a shared mission. 

What the Team Loves About the Product 

The team loves that the product is built on modern, cloud-based architecture and uses the latest technologies, including AI, in a way that is purposeful and genuinely helpful, not just trendy. They value working with innovative tools while keeping the platform simple, easy to understand, and accessible for users and patients. 

They also appreciate that the product has real-life applicability, brings clear benefits, is well received on the market, and that user feedback and metrics are taken seriously to continuously improve it and support everyone’s professional growth. 

What they like about their team 

The team values both the human quality and the high level of skills and expertise everyone brings. They are open, communicative, and united, with strong professional and personal connections. 

Team members complement each other with different styles and perspectives, collaborate easily, challenge ideas in a constructive way, and take real ownership of the product. This helps them resolve issues quickly, support one another, and work together toward the same goals while constantly learning from each other. 

The team not only collaborates well professionally but genuinely enjoys spending time together. Whenever possible, they have team lunches, catch up about family and hobbies, share birthday wishes, and even play the occasional game of Skribbl for some fun and a relaxing break from the usual routine. 

What they are proud of about the team and project 

The team is proud to build a product that is increasingly appreciated by medical professionals and brings real value in practice. They stay up to date with technology, are open to continuous learning, and create a context that encourages growth rather than stress or burnout. 

Everyone’s input is welcomed, regardless of seniority, and ideas are truly listened to and considered. Delivery, quality, collaboration, and fast problem-solving are part of the everyday way of working. The team also values being able to share knowledge beyond their own group, supporting other teams and the wider organization. 

They take special pride in achievements like building the Online Reception from scratch, even without prior AI experience, and turning it into a solid, meaningful solution. 

If the project was a cake, what would it be and why? 

As you know, in 2026, CGM is turning 10 years. So, it is time to talk about anniversary cakes, right? 

For this team, the project would definitely be a carefully layered cake, a bit playful, and powered by a “sweet” AI twist. 

They imagine it as a multi-layered dessert with a solid base and well-balanced flavors: simple on the outside but requiring precision, patience, and the right “recipe” to succeed. The AI part feels like the cherry on top or a rich chocolate layer, something that completes and elevates everything. 

Visually, the cake would nod to technology and communication, maybe even phone-shaped or retro-inspired, symbolizing how the product connects people, services, and real-life needs in a modern, accessible way. 

Things they like about CGM 

It is not only the pride and joy of working together on this particular product. It is also the pride and joy of being a CGMer, and being part of something really big, that creates the future of eHealth. 

The team really values the people and culture at CGM: a supportive, approachable environment where people come before titles or skills, and colleagues are strong professionals who help each other grow. The atmosphere doesn’t feel like a rigid “big corporation,” but more like a community with open communication and little hierarchy, where you can talk to anyone. 

They appreciate the flexibility in location and working hours, the job and career growth opportunities, the option to change projects, and the freedom to organize their work without micromanagement. The modern office, good tools, and proximity to home are an extra plus. 

Learning is strongly encouraged through everyday challenges, trainings (including foreign language courses), and chances to collaborate with colleagues from other countries. The team also values CGM’s benefits, involvement in social causes, focus on meaningful work that solves real problems, and a strong commitment to quality they can be proud of. 

Looking Ahead 

From a simple idea in early 2024 to a product used by hundreds of practices across Europe, Patient Request Management is a great example of what happens when technology meets real-world needs. 

It shows how AI can be used not just to automate tasks, but to give time back to people. Time for patients, time for healthcare professionals, and time for better care. 

And if the past two years are any indication, this is only the beginning of the story. Because sometimes innovation doesn’t start with a big revolution. Sometimes it starts with answering the phone a little smarter.