Saba Clinics soars: 175K feedbacks digitized via a WhatsApp automated solution
Emma Watson
Senior IT Manager at Saba Clinics India Limited
10000+
Patients approached
50M+
Feedbacks collected
60%
Reply rate
Industry
Healthcare
Headquarter
Jeddah, Saudi Arabia
COMPANy Size
251 - 1,000
Website
https://sabamedical.com/About company
Saba Clinics is Saudi Arabia’s largest multi-specialty skincare and wellness center, serving nearly 4 million customers annually. With multiple branches across the city, SABA clinics' offerings span multiple services, including maternity care, reproductive and sexual health services, cosmetic and beauty procedures, skin and hair treatment, weight-loss & nutrition services and general health-related issues.
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.
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.
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