“We don’t call it a ‘ticketing system’ – it’s a service request platform – it’s for everyone, not just IT”

The solution

Revo was set the challenge to develop and implement a centralised Xurrent solution that could handle requests from both internal teams and external customers – at scale, with consistency. What followed was a rapid rollout.

Within just six weeks, the internal service management platform was live across the technology department, quickly expanding to HR, finance, and other key business functions. Designed to streamline communication across Wm Clinics’ 150 plus locations, the internal platform has transformed how clinic teams interact with central departments, including IT, HR, finance, and procurement. With Xurrent, all requests are routed through a standard, structured platform with clearly defined workflows.

The internal support solution empowers nearly 2,000 employees with:

• Centralised request processing – ensuring continuity, even when staff are unavailable
• Automated workflows – for treatment reforms, prepayment orders, and product procurement
• Built-in reporting – to track volume, SLA compliance, and identify trends

A few months later, Wm Clinics launched a customer-facing portal powered by the same Xurrent platform. From medical record requests to treatment refunds, every customer interaction is now logged, tracked, and fully auditable. This ensures compliance with healthcare regulations and improves service transparency.

The customer solution supports Wm Clinics seven million plus customers with:

• Treatment refund requests
• Processing prepayment orders
• Requests for medical records

Each workflow is automated, ensuring requests are routed to the right teams, follow appropriate approval chains and are fully traceable from start to finish.

Impact

By consolidating fragmented communication channels into a structured service management solution, support teams are now able to respond faster and more consistently – both to internal and external requests.

The Xurrent platform also provides full transparency into ticket volumes, response times, and recurring issues. This visibility enables teams to identify trends and patterns, prioritise improvements, and proactively address root causes rather than react to symptoms.

From an efficiency standpoint, the ability to support millions of patient interactions and thousands of employees with a lean support team is a significant benefit. This level of scalability is made possible by Xurrent’s licensing model, which allows broad external access without the need for individual user licenses – keeping operational costs under control as the business continues to grow.

In addition, the initiative has been a key driver of cultural transformation, helping embed a mindset focused on operational excellence, accountability, and data-driven decision-making across the organisation. By standardising processes and providing transparency into workflows, it empowers teams to work more efficiently, make informed decisions, and proactively identify areas for improvement.

Looking ahead

Beyond transforming how Wm Clinics manages requests, the implementation lays the foundation for rapid and sustainable growth – which is particularly important given the company’s significant expansion plans. With a scalable, data-driven platform now in place, the company is equipped to support its ambitious expansion plans – both nationally and internationally.

Revo continues to work with Wm Clinics to extend its capabilities even further. The next phase includes:

• The rollout of a joiners, movers and leavers (JML) workflow, designed to centralise and automate employee onboarding, offboarding, and internal transitions.
• More advanced product and equipment request workflows.
• Further expansion into new support areas, with marketing next in line to adopt the system.