Case Study: Nahdi Medical Company achieves improved customer experience and reduced IT workload with Genesys PureCloud

Nahdi Medical Company optimizes customer experience and internal IT service desk with an all-in-one solution

Nahdi Medical Company is a leading Saudi retail pharmacy with stores in 125 cities; its Jeddah contact center supports both customer service (inbound queries and outbound campaigns) and a national IT helpdesk. The company struggled with a resource‑hungry on‑premises contact center—15 servers to manage, limited remote access, and mounting admin overhead—while needing to improve customer and agent experience and accelerate innovation.

Nahdi moved to the Genesys PureCloud platform, which their IT team self‑installed in three days and integrated with Oracle systems via open APIs. Using IVR, automation, smart routing and CRM integration, the solution delivered better language‑aware call routing and self‑service options, higher agent productivity and real‑time performance tracking, a dramatic reduction in IT administration (contact center work now ~10% of one engineer’s time), lower capex and faster, more flexible outbound campaigns.

Nahdi Medical Company

Abbas Mirza

Senior Network and Security Consultant