Case Study: Nahdi Medical Company achieves enhanced patient experience and contactless WhatsApp queuing with Wavetec

Nahdi Pharmacy leverages on Queue Management to enhance Patient Experience

Nahdi Medical Company, one of Saudi Arabia’s largest retail pharmacy chains with nearly 1,000 branches, faced the dual challenge of improving patient experience for a diverse clientele (including a large immigrant workforce) and rapidly adopting contactless, occupancy‑aware operations amid the COVID‑19 pandemic. To address this, Nahdi partnered with Wavetec, deploying its Queue Management package and later Wavetec’s WhatsApp Queueing solution to enable virtual, multilingual queuing and safer in‑store flows.

Wavetec implemented a phased rollout: Phase One installed ticket‑dispensing kiosks, LED waiting‑area displays, Web TSUs and Spectra Reporting/Dashboards in over 10 branches; Phase Two expanded WhatsApp Queueing with QR‑code entry, real‑time notifications, priority calling and integrated Customer Feedback and Spectra analytics. The Wavetec solution delivered contactless queuing, shorter and more transparent wait times, better social‑distancing compliance and actionable reporting to optimize staffing and patient journeys, with plans to outfit many more Nahdi branches nationwide.

Nahdi Medical Company