The Sinch Contact Center deployment, successfully managed by con4PAS, perfectly answers Salehiya’s need for one holistic solution, which would help them with their goal to advance their business transformation journey in the area of customer experience. The solution provides a unique ability to unify all communication needs into one platform.

Productive deployment of the system took place on the June 1^st, 2021. The Sinch Contact Center solution is seamlessly integrated with SAP Service Cloud, supporting Salehiya’s focus on significantly improving customer service and allowing them to better identify and utilize the best available resources throughout the entire company, while also improving customers’ satisfaction with more knowledgeable and faster answers. The customer service agents are now able to capture, manage and respond to any inbound and outbound communication in real-time.

“To advance in our business transformation journey in the area of customer experience, we decided to expand our currently existing customer support processes based on SAP CRM cloud platform by full-fledged contact center to manage any kind of customer-facing communication. By this step we believe, our single-voice approach will unify our customers’ experience no matter on which channel they use,” said Mr. Bandar Al-Otaibi, Information Technology and Digital Transformation Director, Salehiya.

Salehiya Medical started commercial activities in 1964, as a specialized healthcare company. At present, it is one of the leading Saudi Arabian companies involved in the distribution of pharmaceuticals, medical and laboratory equipment, diagnostics, medical disposables, hospital, and consumer supplies.

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