How Swarna Pharma Cut Negative Review Fallout by 28% with Ferbz — a specific, benefit-led headline
Swarna Pharma used Ferbz to turn a viral complaint into a structured WhatsApp follow‑up, reducing fallout and improving patient loyalty.
01 — THE CHALLENGE
Swarna Pharma, a neighborhood pharmacy, faced a sudden viral complaint on social media that led to a spike in negative reviews and patient churn.
Unstructured complaint handling
Staff had no unified way to respond publicly and then follow up privately, causing delays and inconsistent messaging.
Low patient engagement after incidents
Only about 15% of affected patients replied to ad‑hoc WhatsApp messages, limiting damage control.
No visibility into impact
Without analytics, the owner could not measure how the complaint affected repeat visits or revenue.
02 — THE SOLUTION
Ferbz gave Swarna Pharma a single platform to manage the crisis—from public acknowledgment to automated, personalized WhatsApp journeys.
Broadcasts
Sent a one‑time, brand‑approved apology broadcast to all patients who had purchased the disputed product.
Automation
Created a multi‑step WhatsApp follow‑up that offered a refund, asked for feedback, and shared a health tip.
Customer records (CRM)
Linked each response to the patient’s profile, ensuring the sales team could see the full interaction history.
Retention analytics
Tracked repeat‑visit rate and sentiment before and after the campaign to quantify impact.
The coordinated WhatsApp flow turned a PR crisis into a measurable retention win.
03 — THE RESULTS
28%
Reduction in Negative Review Fallout
42%
Increase in Patient Response Rate
1.9x
Repeat‑Visit Rate among Affected Patients
12
Hours Saved per Week on Manual Follow‑ups
Ferbz gave us a clear, WhatsApp‑based playbook that stopped the rumor mill and brought patients back through the door.
— Maya Desai
Owner, Swarna Pharma
Swarna Pharma is a family‑run pharmacy in Ujjain offering medicines, health supplements, and basic diagnostics.
- Industry
- Pharmacy
- Location
- Ujjain, India
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