Case Study: Saba Clinics digitizes patient feedback collection with WotNot

Leveraging WhatsApp, Saba Clinics digitized and automated their Feedback Collection System

Saba Clinics, a major multi-specialty skincare and wellness center in Saudi Arabia, faced significant challenges with its manual customer feedback process. Their traditional system of outbound calls and paper forms was time-consuming, prone to human error, susceptible to manipulation, and inconvenient for patients. To support its expansion goals, the clinic needed a reliable and automated feedback solution. This led them to partner with vendor WotNot to implement a WhatsApp-based service.

WotNot implemented an outbound WhatsApp chatbot that proactively messaged patients after their appointments to collect feedback. The solution was integrated with Saba Clinics' Microsoft Dynamics CRM to personalize messages and dynamically manage follow-up questions. This automated process made providing feedback convenient for patients and ensured data was collected reliably. The results were substantial, with the WotNot solution engaging over 347,000 patients and successfully collecting more than 227,000 feedbacks, achieving an impressive 69% open rate.

Saba Clinics

Khaled Ahmed

IT Manager