DoubleTick
CUSTOMER STORIES/ESMC (ERUM SABA MEDICAL CENTRE)
ESMC (Erum Saba Medical Centre)

50-60% of daily bookings through DoubleTick with 40% revenue growth

Safdar Ali
Safdar AliCustomer Support Representative, Erum Saba Medical Centre
|2 MIN READ|
ESMC (Erum Saba Medical Centre)
REVENUE GROWTH40%
APPOINTMENT BOOKINGS50%
AT A GLANCE

The Story

Erum Saba Medical Centre is a premier healthcare facility in the UAE, renowned for its specialised departments in Gynaecology, Dental Care, and General Medicine. Led by the highly experienced Dr Erum Saba, the centre is a trusted name for normal and cesarean deliveries.

With a high volume of inquiries coming from social media, the centre needed a robust way to manage patient communications and appointment bookings. Safdar Ali manages the front-line engagement using DoubleTick, transforming how the centre interacts with patients 24/7.

CHALLENGE 1

The “Midnight Lead” Gap

Patients in the UAE often browse social media and inquire about medical offers late at night (after 12 AM) when staff are off-duty. Without an automated system, these patients received no response for hours.

AI-POWERED CHATBOTS
24/7 ResponsivenessAI bots handle the “night shift” from midnight until 8 AM, providing instant information about current offers.
Intelligent TriageThe AI provides immediate “short replies” to satisfy the patient’s curiosity, ensuring they feel heard immediately.
Seamless HandoverDoubleTick keeps AI-replied messages in the “Unread” section for morning team takeover.
CHALLENGE 2

Disorganised Patient Lead Management

Managing a high volume of inquiries via standard WhatsApp was chaotic. The team struggled to differentiate between serious booking requests, general inquiries, and accidental messages.

CONVERSATIONAL CRM
Custom Tagging & SegmentationThe team uses specific tags such as “Awaiting Booking,” “Booked,” and “Not Concerned” to categorise every lead.
Funnel TrackingManagement can see exactly where a patient is in their journey—from viewing an ad to being a confirmed patient.
Multi-User AccountabilityFive team members use the platform simultaneously via web and mobile app.
Safdar Ali
ESMC (Erum Saba Medical Centre)

“If we stopped using DoubleTick, there would be a huge shortage in our revenue. If a business owner wants to grow their customers, they must link their ads to DoubleTick.”

Safdar Ali

Customer Support Representative, Erum Saba Medical Centre

CHALLENGE 3

Low Lead Quality from Ads

While the centre ran extensive Meta ads, the quality of incoming leads was inconsistent. They needed a way to optimise ad spend and attract genuinely interested patients.

CAPI AND CLICK-TO-WHATSAPP ADS
High-Intent LeadsBy linking Meta ads directly to DoubleTick via CAPI, the centre began receiving higher-quality leads.
Optimised Marketing SpendThe success gave management confidence to increase their marketing budget significantly.
MEASURABLE IMPACT

What changed after DoubleTick

50% to 60% of all daily bookings now happen through DoubleTick.
50%APPOINTMENT BOOKINGS
Estimated 40% increase in overall revenue attributed to improved lead conversion.
40%TOTAL REVENUE GROWTH
Budget increased by 40% due to the platform’s efficiency.
40%MARKETING BUDGET INCREASE
Achieved Instant Response via AI, even during non-working hours.
Response Time
Safdar Ali
ESMC (Erum Saba Medical Centre)

“If we stopped using DoubleTick, there would be a huge shortage in our revenue. If a business owner wants to grow their customers, they must link their ads to DoubleTick.”

Safdar Ali

Customer Support Representative, Erum Saba Medical Centre

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