Headquartered in Jeddah, Nahdi Medical Company is one of the biggest retail pharmacy chains in Saudi Arabia, with almost 1000 branches in 145 cities nationwide. As a ‘community’ pharmacy, they take it upon themselves to both supply medical supplies and educate their customers on health issues, their awareness and prevention.
Their clientele spans across various demographic groups, as they cater to the medical needs of all those who trust their services – especially the large immigrant working population that lives there.
And in light of the current health climate, they are also amongst healthcare pioneers in facilitating virtual and contactless queueing for their customers, using Wavetec’s WhatsApp Queueing solution.
Phase One
The first phase began with the deployment of Wavetec’s classic Queue Management package, which included:
- 17” Ticket Dispensing kiosk with a dual printer
- LED displays for the waiting area
- Web TSUs
- Spectra Reporting and Dashboard solutions
These were installed in over 10+ branches initially, including 2 each in Jeddah and Riyadh, as well as in Taif and Madinah.
Phase Two
With the outbreak of Covid-19, and the pressing need for a socially distanced and occupancy-limit adherent solution. Wavetec’s latest offering was pitched to them and it fit so well with their goals and aims, that an increasing number of branches nationwide are now to be outfitted with WhatsApp Queuing and its integrated Spectra Reporting and Dashboards solution in the near future.
An added Customer Feedback solution ensures that there is a direct line of contact between Nahdi and their clients. The analysis of this data can aid in optimizing resource allocation and addressing concerns.
Customer journey
With a Ticket Dispensing kiosk installed and WhatsApp Queueing solution adopted, Nahdi serves both digital and non-digital clients. And given that KSA has a large immigrant labour and expat population, this is a step towards increased access and convenience. For digital clients, the customer scans the QR code displayed by the store (out front or swiftly upon entrance,
- They receive a welcome message on WhatsApp, initiating conversation,
- They select their preferred language, the service they would like to avail of – prescription refill, etc.,
- They are wait remotely or while they complete other chores, all the while receiving real-time notifications about their position in the queue and the remaining wait time,
- Once it is their turn, they will be informed via WhatsApp message and will proceed to the counter to be served.
While for a non-digital client, the customer arrives, approaches the kiosk, selects a service, collects the dispensed ticket and waits for their number to be called out or displayed on the digital signage screens available.
During the early phases of installation and use, a representative is present in the branch to aid customers in understanding the solution, especially how to scan the code, and what WhatsApp Queueing allows them to do. Such customer support and service is what sets Nahdi apart from the rest. And soon it is expected that Nahdi Clinics and Pharmacies will integrate in order to provide a seamless and frictionless consumer journey.
Benefits
Wavetec’s Queueing system allows for:
- Real-time notifications
- Conversational chats
- Contactless queueing
- Occupancy limits
- Safe retail experiences
- Social distancing
- The improvement of customer experience
- Shorter and quicker queues
The above mentioned real-time notifications provide customers with transparency of information, a soundness of mind as they are aware of their position in the queue and estimated wait times, and, a chance to wait remotely, perhaps in their car, so as to avoid contact.
Additionally, the analytics and Reporting supported by Spectra facilitates real-time information collection and report compiling, helps identify problems, inefficiencies and possible solutions, allows for informed policy formulation, and, the chance to map the patient journey for optimised resource management.
Easy to use, convenient and virtual with no pesky and environmentally dangerous paper trail, WhatsApp Queueing is a solution of the present, tailored to your specific needs.
