When aesthetics medical services provider, Wm Clinics, began their search for a better way to manage internal and external support requests, they weren’t looking for a traditional IT ticketing tool. They needed something broader. With almost 2,000 staff, across more than 150 locations and a customer base of more than seven million, they needed a system to streamline and standardise how they received and responded to support requests – from both internal teams and patients.
We asked Wm Clinics’ CTO, Francisco Castillo, to share his thoughts on how a Xurrent-powered ESM system implemented by Revo has helped the business move from scattered communication to structured service delivery.
It wasn’t clear who owned what
Founded in 2002, Wm Clinics operates under the flagship brand Dorsia and has grown into one of Europe’s leading providers of aesthetic medical treatments. The business spans over 150 clinics and franchise locations, employing around 2,000 staff and serving more than seven million customers across Spain and Portugal.
As the business has expanded, so too has the volume of support requests coming into central support departments. Before Xurrent, internally, there was no consistent way for clinic teams to raise issues with head office departments. And externally, patients had no clear way to request medical records, follow up on treatments, or ask for refunds.
“Before the Xurrent implementation, requests came through every possible channel – emails, WhatsApp, Teams messages, phone calls,” says Francisco. “We had no way to track issues or measure performance. It wasn’t even clear who was responsible for a request once it was made. If someone was away, there was no continuity.”
More than a ticketing system
When Francisco joined Wm Clinics as CTO, introducing a service management system to standardise how they handled support requests was high on his agenda. The aim was to bring structure, traceability, and scalability to how the business raised and resolved issues, whether it was an IT problem, ordering products or responding to routine customer queries. This required broader functionality than most typical ITSM solutions are designed to deliver.
“We didn’t call it a ticketing system – it’s a request platform,” he explains. “It had to be something for everyone, not just IT.”
Having used Xurrent in a previous role, Francisco was familiar with the system and knew it could offer the flexible, ESM capability Wm Clinics was looking for. Based on prior experience, he also appointed Revo to lead the implementation. “I’d worked with Revo before,” Francisco says. “And we’d benchmarked Xurrent against other major platforms, so I had full confidence – not just in the technology, but also in the team.”
Support solutions for staff and customers
Within six weeks, the first version of the platform went live in the technology department. From there, it quickly expanded to other departments, including HR, finance, and procurement teams. This provided a standardised approach for logging support requests, with clearly defined workflows to ensure they are directed to the right team and to provide transparency around progress.
A few months after the internal rollout, and with Xurrent running smoothly, Wm Clinics called on Revo’s expertise again – this time to launch a customer-facing portal. Powered by the same Xurrent platform, this solution replaces fragmented email and phone-based interactions with a consistent, trackable support experience for customers. Specifically, the portal provides automated workflows for treatment refunds, prepayment orders and requests for medical records. Each workflow is fully auditable and routed through the correct approval steps, ensuring these routine customer queries are handled efficiently and in line with healthcare compliance standards.
Planning for what’s next
With the platform now embedded in daily operations, Wm Clinics is already working with Revo on its next phase of improvements. This includes:
- A joiners, movers, leavers (JML) process to streamline employee onboarding and transitions
- More advanced product request workflows
- Marketing support integration, bringing more functions into the platform
“The most important thing now is completing the product and JML workflows and bringing marketing into the platform,” says Francisco. “The system makes it easy for us to keep building.”
See the Wm Clinics success story to find out more about the project and if you are interested in exploring how Revo can support your service management journey, we’d love to talk.
