The Challenge
Since 1982, SABA has earned its reputation as one of the most trusted Medical Centers in Jeddah, offering the highest standards of care across multiple medical specialties. They were looking to expand its chain of skincare and wellness centers across the lengths and breadths of Saudi Arabia.
However, before expansion, they needed to ensure that they were delivering a consistent quality of service across their existing centers.
For this, they relied on the traditional way of collecting customer feedback through outbound phone calls and paper forms. And as they process thousands of patients daily, their existing manual and fragmented feedback collection system was not a good fit.
The challenge was that this existing method had many limitations.
Let’s discuss these one by one.
- Time-consuming
It was a time-consuming task since the staff had to call patients one by one and manually fill the feedback form as per the customers’ inputs. In addition, they also had to store all the feedback forms(which were filled manually) carefully. Aggregating all this data was proving to be a logistical nightmare.
- Prone to Human Error
Since the feedback data was on paper or on the phone, there was always a risk of a human error. A staff member may misunderstand a customer’s input on the phone. This resulted in inaccurate data which could potentially lead to the wrong decisions.
We have evaluated several companies, and none came close to how ReplyCX helped us - cost & output-wise.
The Challenge
Since 1982, SABA has earned its reputation as one of the most trusted Medical Centers in Jeddah, offering the highest standards of care across multiple medical specialties. They were looking to expand its chain of skincare and wellness centers across the lengths and breadths of Saudi Arabia.
However, before expansion, they needed to ensure that they were delivering a consistent quality of service across their existing centers.
For this, they relied on the traditional way of collecting customer feedback through outbound phone calls and paper forms. And as they process thousands of patients daily, their existing manual and fragmented feedback collection system was not a good fit.
The Challenge
Since 1982, SABA has earned its reputation as one of the most trusted Medical Centers in Jeddah, offering the highest standards of care across multiple medical specialties. They were looking to expand its chain of skincare and wellness centers across the lengths and breadths of Saudi Arabia.