A front desk that never closes

Mariam runs patient services at a dental group with eight clinics across Dubai. Patients message on WhatsApp all day, and all night. Four hundred messages a day: prices, times, a broken tooth at eleven at night. The front desk answers between patients, hours later. By then, half of them have booked somewhere else. With xMap Flows, Mariam built Concierge. Whenever a patient writes on WhatsApp, day or night, Concierge answers their question in plain words, checks the free chairs table for the clinic nearest them, replies with a time, and puts it in the dentist's calendar. Now every message gets an answer within a minute, even at three in the morning. Concierge books sixty appointments a week on its own, and the front desk finally looks up at the patients in front of them. The clinics close at ten. The front desk never does.

The story in words