Customer communication platform

Turn customer conversations into action

AdaptCRM brings WhatsApp, customer data, automation and team workflows into one platform. Your team responds faster, follows up every time, and managers can see what is happening.

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AdaptCRM  ·  Conversations
MS Mark & SarahArriving Fri · 2 nights

Example conversation for illustration

Results from hospitals using Patient Connect Read the healthcare story
48–56%
patient response rate on WhatsApp, vs 2–5% for traditional surveys
20×
more patient feedback collected
2.3 → 4.2★
Google rating at one hospital
<24 hrs
average time to resolve a flagged complaint
WhatsApp Business API with approved templates Shared inbox, no personal phones Configured around your operation SOC 2, ISO 27001 and GDPR compliant
Sound familiar?

When customer communication grows, things fall through the gaps

Most service businesses outgrow their phones and spreadsheets long before they notice. The signs are easy to recognise.

  • Conversations are scatteredMessages sit on personal phones, email and call logs, so nobody has the full picture.
  • Staff rely on their own WhatsAppWhen someone is off or leaves, the customer history goes with them.
  • Follow-ups get missedEnquiries, quotes and service requests wait for someone to remember them.
  • Feedback arrives too lateYou hear about a bad experience in a public review instead of while you can still fix it.
  • Admin grows faster than the teamReminders, confirmations and updates are still typed out by hand.
  • Managers can't see what's happeningThere is no clear view of response times, open requests or who owns what.
AdaptCRM gives your team one place to communicate, automate and act. Every conversation, customer record and task in one platform your whole team can use.
How most teams run today
  • Staff WhatsApp on personal phones
  • Bookings in one tool, enquiries in another
  • Reminders typed by hand
  • Spreadsheets to track follow-ups
  • Reviews left to chance
With AdaptCRM
  • One business WhatsApp number, shared by the team
  • Every enquiry and booking on the customer record
  • Reminders and confirmations sent automatically
  • Tasks with owners and due times
  • Feedback captured, reviews requested at the right moment
The platform

Everything your team needs to manage the customer journey

Start with WhatsApp. Grow into automation, workflows and reporting as your operation needs them.

One conversation history

Your team sees every WhatsApp, email and form message in a single shared inbox.

  • Shared team inbox
  • Assignment and ownership
  • Internal notes

Automation that keeps things moving

Reminders, follow-ups, surveys and alerts go out automatically at the right moment.

  • Triggered messages
  • Surveys and feedback
  • Internal alerts

Customer data with context

Contact details, conversations, tasks, documents and activity stay together on one record.

  • Contact records
  • Forms and bookings
  • Tags and segments

Workflows built around you

Manage leads, patient journeys, guest stays and service requests the way your team works.

  • Pipelines and tasks
  • Reputation management
  • Reporting
Explore the platform
Solutions

Built for the way your industry works

We focus on three industries, so the journeys, templates and workflows are already shaped around your day.

Healthcare

Patient experience, without the admin

For hospitals, practices and specialist rooms that need to stay in touch before, during and after care.

  • Post-discharge feedback on WhatsApp
  • Service failures flagged to the right manager
  • Doctor and stakeholder communication
  • Appointment reminders
Explore healthcare
Salons & aesthetic clinics

Fuller books and clients who come back

For salons, spas and aesthetic clinics that live on bookings, rebookings and personal service.

  • Confirmations with confirm or reschedule buttons
  • Aftercare and treatment follow-ups
  • Rebooking prompts at the right interval
  • Reviews from happy clients
Explore salons & clinics
Lodges & accommodation

Guests who arrive informed and leave raving

For lodges, guest houses and venues managing enquiries, stays and guest requests.

  • Enquiry and booking follow-up
  • Pre-arrival information and add-ons
  • Guest and maintenance requests routed to staff
  • Post-stay feedback and reviews
Explore lodges & accommodation
Looking by need instead? Customer communicationFeedback & reputationLead & enquiry management
How it works in practice

Built around real customer journeys

These are the journeys our clients run every day. Each one starts with a trigger, runs automatically and ends with a result your team can see.

Post-discharge patient feedback

Healthcare
TriggerPatient is discharged
AutomationWhatsApp survey sent the next day
Result48–56% of patients respond. Concerns reach the right department, happy patients get a review request.

Pre-arrival guest communication

Accommodation
TriggerBooking is confirmed
AutomationDirections, check-in details and activities sent before arrival
ResultGuests arrive informed and book extras in advance.

Reminders and rebooking

Salons & clinics
TriggerAppointment is booked
AutomationReminder with confirm and reschedule buttons
ResultFewer no-shows, and a rebooking prompt when the next treatment is due.

Internal service routing

All industries
TriggerA request arrives on WhatsApp
AutomationRouted to the right team with an owner and due time
ResultManagers see every open request and who is handling it.
Reviews & reputation

Turn happy customers into 5-star Google reviews

After every visit, stay or appointment, AdaptCRM asks how it went. Happy customers are invited to review you on Google. Unhappy ones reach your manager privately, while there's still time to put it right.

  1. Ask at the right momentA one-tap rating on WhatsApp, sent automatically after the visit.
  2. Route the responseHigh scores get a Google review link. Low scores create a task for the right person.
  3. Monitor and reply in one placeSee new Google reviews as they arrive and respond from AdaptCRM, alongside your other review platforms.

2.3 → 4.2★ Google rating at one hospital using this flow. See the results

AdaptCRM  ·  Reputation
Google rating4.7★
New reviews this month38
Awaiting reply2
TNThandeka N.Google · 2 hours ago★★★★★

Booked on WhatsApp in two minutes and got a reminder the day before. Lovely team.

Your replyThank you Thandeka, we loved having you. See you next time!
PGPieter G.Google · Yesterday★★★★★

Great stay, really helpful staff. The directions they sent made it easy to find.

Reply

Example reviews for illustration

Implementation

Set up with you, not handed over to you

AdaptCRM is configured around how your business already runs. Our team maps your customer journeys, builds them in the platform and stays with you after go-live.

AdaptCRM is built and supported by Adaptablist, a South African team with a background in enterprise software and business development.

  1. Map your customer journeyWe look at how enquiries, bookings, visits and feedback flow through your business today.
  2. Configure and connectWe set up your WhatsApp Business number, templates, pipelines and automations.
  3. Train your team and go liveYour staff learn the shared inbox and workflows on their real day-to-day work.
  4. Review and improveWe use your reporting to tune messages, timing and workflows as you grow.

Automate the process.
Keep the relationship personal.

AdaptCRM removes the repetitive admin and the gaps in communication. Your people stay focused on the human side of service.

Security & compliance

Enterprise-grade security for sensitive customer data

Patient, guest and client information is protected to international standards, so your IT and compliance teams can sign off with confidence.

  • SOC 2Compliant
  • ISO 27001Compliant
  • GDPRCompliant
  • HIPAAAvailable on request
Insights

Practical guides from real implementations

View all insights
Feedback

Why WhatsApp feedback outperforms email

What changes when a survey arrives where customers already reply.

 Team communication

Managing customer chats without personal WhatsApp accounts

How to move a team onto one business number without losing the personal touch.

 Reputation

How automated feedback protects your online reputation

Catch problems privately and turn happy customers into public reviews.
Book a demo

See how AdaptCRM could work in your business

Book a practical demo based on your current customer journey, your communication challenges and how your team works.

Book a demo Talk to our team

What happens in the demo

  1. We learn how customers reach you today and where things get stuck.
  2. We show AdaptCRM set up for your industry, using journeys like yours.
  3. You get a clear recommendation on setup, timing and cost.

Around 30 minutes, online. No obligation.