15+ YearsHealthcare Implementation ExperienceAlnafis CRM
Patient communication
organized around healthcare operations
Manage calls, messages, complaints, follow-ups, feedback, campaigns, and service cases across branches.
One connected workflow from inquiry to improvement.
01
Receive
Inquiries, calls, WhatsApp, webchat.
02
Route
Assignment, SLAs, escalation.
03
Resolve
Follow-up, complaints, feedback.
04
Improve
Campaigns, retention, service analytics.
15+ YearsHealthcare Implementation Experience
ConnectedLIMS · RIS · HIS · Polyclinic
Arabic + EnglishBilingual Healthcare Operations
Multi-BranchCentralized CommunicationWho it is for
Built for healthcare organizations and patient communication teams
Whether you run a medical lab, hospital, radiology center, polyclinic, or a dedicated call center — Alnafis CRM adapts to your communication reality.
Medical Laboratories
Manage patient inquiries, result follow-up, complaint handling, and communication history connected to lab operations.
Hospitals
Coordinate patient communication across admission, discharge, billing inquiries, and service follow-up with hospital context.
Radiology Centers
Track appointment follow-up, report delivery communication, and patient feedback for radiology services.
Polyclinics
Manage multi-specialty patient communication including visit follow-up, referral coordination, and satisfaction tracking.
Call Centers
Structured call center workflows with inbound logging, outbound campaigns, agent queues, and supervisor dashboards.
Customer Service Teams
Organized communication with clear ownership, follow-up tracking, complaint management, and service quality reporting.
Patient Experience Teams
Feedback collection, satisfaction analysis, complaint trend monitoring, and continuous service improvement reporting.
Problems solved
Move from scattered communication to organized patient engagement
Before Alnafis CRM
- Patient calls are not tracked — inquiries get lost between shifts and channels.
- Complaints disappear in informal channels like personal WhatsApp or verbal handoffs.
- Follow-up discipline depends on individual effort rather than a visible queue.
- No unified communication history — teams cannot see what was said, by whom, and when.
- Poor visibility into service quality, response times, and patient satisfaction.
→
After Alnafis CRM
- Organized patient communication with clear ownership and accountability
- Stronger follow-up discipline across all channels and shifts
- Better complaint handling and resolution tracking
- Unified communication history by patient and context
- Clearer service quality and patient experience reporting
Workflow journey
The complete patient communication workflow, step by step
From the moment a patient reaches out to service improvement reporting — every interaction is tracked, owned, and connected.
01
Patient Inquiry
Capture the patient inquiry — source channel, patient profile, service needed, and responsible team assignment.
02
Call / Message Handling
Handle the call or message — log the interaction, classify the case type, and assign clear ownership.
03
Case or Request Logging
Log the case or request as a trackable record with status, priority, due date, and linked patient context.
04
Follow-up Task
Assign and execute follow-up tasks — schedule callbacks, reminders, next steps, and track completion.
05
Escalation / Complaint Handling
Escalate unresolved issues through structured escalation paths to supervisors and branch managers.
06
Feedback Collection
Collect patient feedback through structured forms and surveys. Capture satisfaction data and service quality signals.
07
Reporting & Improvement
Analyze team performance, response patterns, complaint trends, patient experience metrics, and campaign effectiveness.
Core modules
Nine core modules covering the full patient communication journey
Each module addresses a concrete communication need — no filler features, no gaps in the workflow.
Patient Inquiry Management
Capture and route patient inquiries from all sources — phone, walk-in, WhatsApp, digital channels — with classification and ownership.
Inbound Call Logging
Log inbound calls with patient context, case classification, agent assignment, and follow-up scheduling for structured call center operations.
Outbound Follow-up
Manage outbound follow-up campaigns, scheduled callbacks, appointment reminders, and retention outreach through campaign templates.
Complaints Management
Log complaints as trackable cases with priority, ownership, escalation rules, and resolution tracking. Route unresolved issues to supervisors.
Feedback Management
Collect patient feedback and satisfaction data through structured forms. Feed results into dashboards for service quality monitoring.
Task Assignment
Assign follow-up tasks with ownership, due dates, and status tracking. Monitor overdue items and ensure nothing falls through the cracks.
Campaigns / Reminders
Create and manage outbound campaigns for appointment reminders, result notifications, and patient retention with template-based workflows.
Communication History
Every call, message, complaint, follow-up, and feedback entry is linked to the patient record for a complete communication timeline.
Omnichannel Communication
Unify WhatsApp, SMS, phone calls, email, and walk-in interactions in one patient conversation thread so every communication channel feeds a single, continuous patient record.
Dashboards & Reports
Monitor inquiry volume, response times, follow-up completion, complaint resolution, agent performance, and branch-level service quality.
Advanced operations
Advanced communication operations for growing healthcare organizations
Capabilities that go beyond core workflows — for organizations scaling branches, managing call centers, and improving patient experience.
Call Center & Telephony Integration
Call center and telephony integration planning with structured call routing, queue management, and call logging where telephony infrastructure and API access are available.
WhatsApp / Contact Channel Tracking
Log and track communication through WhatsApp and other digital channels within the patient communication history, subject to channel setup.
SLA Management
Configure response and resolution SLA targets per communication channel and case type with automatic escalation timers and breach alerts.
Case Ownership & Routing
Automatic case assignment with ownership rules, team queues, and transfer protocols to ensure every inquiry reaches the right person without delays.
Escalation Rules
Configurable escalation paths with time-based triggers, supervisor notification workflows, and priority-based routing for unresolved or sensitive cases.
Supervisor Dashboard
Real-time supervisor view of active queues, pending escalations, agent availability, and service quality metrics for proactive team management.
Agent Performance Tracking
Agent-level metrics for response time, resolution rate, patient satisfaction, and follow-up completion with trend analysis and team benchmarking.
Complaint Escalation
Route unresolved complaints through structured escalation paths based on priority, category, and configurable rules to supervisors and managers.
Patient Satisfaction Analysis
Aggregate satisfaction data from feedback forms and service interactions to analyze trends, identify issues, and track improvement over time.
Missed Follow-up Monitoring
Flag overdue follow-up tasks in dashboards and escalate to supervisors. Ensure no patient communication falls through the cracks.
Branch / Service Team Performance
Compare branch-level and team-level metrics for response times, resolution rates, follow-up completion, and patient satisfaction scores.
Integration with LIMS / RIS / HIS / Polyclinic
Connect CRM to operational systems so communication teams have real-time patient context — lab results, radiology reports, hospital visits, clinic appointments.
Role-Based Access
Configure access by role — agents see their queues, supervisors monitor team performance, branch managers see branch data, quality teams access analytics.
Connected ecosystem
Alnafis CRM connects to the full healthcare platform
Your communication team does not work in isolation. Alnafis connects CRM to LIMS, RIS, HIS, Polyclinic, ERP, and analytics for unified patient context.
Alnafis CRM
Patient communication hub
LIMS
Lab patient context, test status, result delivery communication.
RIS
Radiology appointment and report follow-up coordination.
HIS (Hospital)
Admission, discharge, and patient service context for hospital communication.
Polyclinic
Clinic visit and specialist referral communication workflows.
ERP & Operations
Billing inquiry and payment follow-up workflows.
AI & Analytics
Patient satisfaction analysis, operational reporting, and service insights.
Benefits by role
What Alnafis CRM delivers for each decision-maker
Every role in the organization sees different value. Here is how Alnafis CRM addresses each perspective.
CEO / Owner
Centralized dashboards for patient communication quality, complaint trends, branch comparison, and retention metrics across the organization.
Customer Service Manager
Structured queues, follow-up tracking, agent performance dashboards, and clear escalation paths for complaint handling.
Call Center Agent
Organized queues with patient context, call logging, case classification, and follow-up task management in one screen.
Reception Supervisor
Visible communication records that survive shift changes, with inquiry tracking and follow-up ownership for front-desk teams.
Branch Manager
Branch-level dashboards showing inquiry volume, complaint patterns, follow-up completion, and patient satisfaction scores.
Quality Manager
Structured complaint tracking, feedback analytics, satisfaction trends, and service quality reports for continuous improvement.
Marketing Team
Campaign templates with effectiveness reporting, patient retention outreach, and connection to actual service history for targeting.
IT Manager
Integration with LIMS, RIS, HIS, and Polyclinic systems, role-based access control, and structured deployment with ongoing support.
Implementation approach
From communication discovery to continuous improvement
Alnafis approaches CRM delivery as a communication workflow, integration, team training, and accountability project.
Communication workflow mapping
Map inquiry sources, service teams, escalation rules, follow-up stages, communication channels, and branch structure.
Case type and script definition
Define inquiry types, complaint categories, feedback forms, communication scripts, closure reasons, and escalation rules.
System integration
Connect CRM with LIMS, RIS, HIS, or Polyclinic systems where patient service context is needed for informed communication.
Channel and workflow configuration
Configure call center workflows, WhatsApp and digital channel tracking, campaign templates, and follow-up automation.
Role and access setup
Set up role-based access for agents, supervisors, branch managers, quality teams, and marketing with appropriate data visibility.
Team training
Train call center, reception, and customer service teams on structured communication, case management, and accountability workflows.
Pilot and refinement
Pilot with real patient interactions, monitor workflow adoption, refine escalation rules and scripts, then deploy across branches.
What is Healthcare CRM?
A Healthcare CRM is a customer relationship management system designed specifically for healthcare organizations to manage patient communication — including inquiries, call center operations, follow-up tasks, complaints, feedback, campaigns, and communication history.
In healthcare settings, CRM goes beyond sales. It serves as a patient experience and service accountability layer that connects communication teams with real operational context from laboratory, radiology, hospital, and polyclinic systems. This means communication staff can see patient history, test results, and service context while handling inquiries and follow-up.
Alnafis CRM is a healthcare CRM built for medical labs, hospitals, radiology centers, and polyclinics in the MENA region — supporting Arabic and English operations, call center workflows, complaint escalation, patient satisfaction tracking, and integration with the full Alnafis healthcare platform.
FAQ
Questions healthcare communication buyers ask
What is Alnafis CRM?
Alnafis CRM is a healthcare customer relationship management system that helps medical organizations manage patient inquiries, call center workflows, follow-up tasks, complaints, feedback, campaigns, and communication history from one connected platform.
How is Alnafis CRM different from a generic CRM?
Generic CRMs are built around sales pipelines and B2B workflows. Alnafis CRM is designed around healthcare communication — patient inquiries, diagnostic follow-up, complaint escalation, service quality, and integration with LIMS, RIS, HIS, and polyclinic systems.
Can Alnafis CRM track patient calls?
Yes. Inbound and outbound calls can be logged with patient context, case classification, agent assignment, and follow-up scheduling. Call center teams get structured queues rather than informal tracking.
How does complaint management work?
Complaints are logged as trackable cases with priority, ownership, escalation rules, and resolution status. Unresolved complaints can be automatically escalated to supervisors or branch managers based on configurable rules.
Does Alnafis CRM collect patient feedback?
Yes. Feedback can be collected after service interactions through structured forms and surveys. Satisfaction data feeds into dashboards for patient experience analysis and service quality monitoring.
Can Alnafis CRM connect to LIMS or RIS?
Yes. Alnafis CRM connects to LIMS, RIS, HIS, and Polyclinic systems so that patient communication teams have real-time context about lab results, radiology reports, hospital visits, and clinic appointments.
Does it support outbound campaigns and reminders?
Yes. Outbound follow-up campaigns, appointment reminders, result notifications, and retention messages can be managed through campaign templates and scheduled communication workflows.
Is there a call center workflow?
Yes. Alnafis CRM supports call center workflows including inbound call logging, outbound campaign queues, agent assignment, call disposition, follow-up scheduling, and supervisor monitoring dashboards.
Can it work with WhatsApp?
Alnafis CRM is designed with WhatsApp and digital channel tracking readiness. Communication through WhatsApp and other contact channels can be logged and tracked within the patient communication history, subject to channel setup and implementation scope.
How long does CRM implementation take?
Implementation timeline depends on the number of branches, communication channels, integration points with operational systems, and team size. Start with a communication workflow discussion to map scope and receive a realistic timeline.
What kind of reporting is available?
Alnafis CRM provides dashboards and reports covering inquiry volume, response times, follow-up completion, complaint resolution, patient satisfaction scores, agent performance, branch-level service quality, and campaign effectiveness.
Who should use Alnafis CRM?
Alnafis CRM is built for healthcare organizations including medical labs, hospitals, radiology centers, polyclinics, and their call center, customer service, reception, patient experience, and marketing teams.
Does Alnafis CRM support role-based access?
Yes. Access can be configured by role — call center agents see their queues, supervisors monitor team performance, branch managers see branch-level data, and quality teams access complaint and feedback analytics.
Can it track communication history by patient?
Yes. Every call, message, complaint, follow-up, and feedback entry is linked to the patient record. Teams can view the full communication history for any patient, including who handled each interaction and what was communicated.
How does Alnafis CRM handle missed follow-ups?
Follow-up tasks have due dates and ownership. Overdue tasks are flagged in dashboards and can be escalated to supervisors. Missed follow-up monitoring helps ensure no patient communication falls through the cracks.
Does Alnafis CRM work for multi-branch organizations?
Yes. Alnafis CRM supports multi-branch operations with centralized communication management, branch-level dashboards, and consistent follow-up workflows across all locations.
Can campaign effectiveness be measured?
Yes. Campaign reporting connects outreach activity to patient service history so you can track response rates, appointment conversions, and retention outcomes for each campaign.
Ready to organize your patient communication?
Share your current communication channels, team structure, complaint handling process, and integration needs. The Alnafis team will map the best starting point for your CRM implementation.